Using TaskRouter with Twilio Flex

TaskRouter is a skills-based routing engine that routes tasks to agents based on their skills, and it offers features such as orchestration layer, events and statistics API, and workflows. Workflows are meant to be simple and human-readable, and they can monitor tasks as they're in the queue, defining how to escalate tasks if they exceed a defined timeout period. TaskRouter is designed to scale alongside Twilio Flex deployments, handling thousands of agents in one instance. New features include customizable task channels, new and improved activity names, call monitoring, and better task transfers. These features can help organizations build a more efficient contact center that prioritizes customer experience.

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