Create dynamic queues using skills-based routing rules and logic to send tasks to agents within your Twilio Flex contact center. 

Account Owners & System Admins

Platform roles required to view and manage queues.

To create a queue, navigate to the Manage Queue screen.

Navigate to Menu > Settings > Manage Queue


Create a Queue

To create a new queue, select the "+ Add Queue" button located in the upper right-hand corner of the screen.


After clicking on the “+ Add Queue” button, the "Create a New Queue" slideout will appear for you to enter queue details. 


Queue Properties Section

Queue properties define details about the queue and how it operates within your contact center. 

  • Provide the name of the queue 
  • Set the number of max reserved workers 
  • Select the order for how tasks should be assigned from the queue 

"Max Reserved Workers" is the maximum number of agents that can simultaneously receive tasks at one time. 

  • Min: 1 
  • Max: 50

If dispositions have been enabled for your account, you will be able to "enable" setting a default disposition if an agent fails to select a disposition when ending a task.


Queue Filters Section

Queue filters define skills-based routing rules for routing tasks to agents. 


  •  Select if skills-based routing should be enabled 
    • If set to "no", any available agent within your contact center will be able to receive tasks sent to this queue. 
    • If set to "yes", users have the ability to create skills-based routing logic for the queue. 
  • Select the communication channels

Agents will only receive tasks in the queue based on the selected channel. 

  • ie. If only voice is selected, the queue will not route any messaging tasks to the queue. 
Note: Some customers may have additional communication channels enabled for their account that are not shown in the screenshot.

Create a Queue Expression

Queues match tasks for any available agent based on the routing logic defined in the queue expression. 

To create a queue expression, select the skills or teams that should be used to route tasks agents in the queue. 

  • Expressions can be built using a combination of "AND" and "OR" statements


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