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Routing Part 2: Set Up Queues and Skills-based Routing

In part 1 of this tutorial series, you learned how to set up skills in the Flex UI and assign them to your agents. In this tutorial, we will cover how to create Task Queues, Workflows, and Studio Flows to enable skills-based routing for your contact center.

Create a Task Queue

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You can create Task Queues with the Twilio Console(link takes you to an external page) or the API. This tutorial will focus on using the Console for queue creation:

  1. In the Twilio Console, navigate to TaskRouter. Select TaskRouter from the left nav or use the "Jump to" search box in the upper right corner of the screen.