Introducing Last In, First Out (LIFO) Support for TaskRouter
Blog post from Twilio
TaskRouter now supports Last In, First Out (LIFO) for routing tasks, which allows users to choose between the default behavior where the longest waiting task gets delivered to the next available worker or a new option where the task that has been waiting the least amount of time will be routed to the next available worker. This feature is particularly useful in handling leads, as it ensures that the hottest lead (newest) is connected to the first free agent with the highest likelihood of conversion. LIFO can be enabled on a TaskQueue by passing `TaskOrder=LIFO` while creating or updating a TaskQueue, and it can also be combined with FIFO queues through a workspace level setting called `PrioritizeQueueOrder`. The `PrioritizeQueueOrder` setting determines whether tasks from LIFO or FIFO queues are prioritized when an agent is able to take tasks from both.
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