Task Routing API Details

Task Routing constitutes the ability to route tasks of any nature to human experts in a Customer Care center or even bots and programs.

In this context 'Tasks' are actionable events which require the attention of human experts or other intelligent agents. These can be the following:

• Request to chat
• Tax Form submissions
• Support Cases
• Transaction Alerts from CRM
• IoT Sensor Events, and many more such instances.

This is made possible by a set of APIs provided by a Cisco Contact Center Enterprise platform. All the variants viz. Packaged CCE, Unified CCE, and the Cisco HCS support these APIs.

The Task Routing APIs are XML-based, Secure, CORS-enabled, HTTP REST APIs that enable a developer to create specialized solutions adapted to the specific needs of various industry verticals, regions, or certain niche requirements which general purpose customer care systems cannot provide.