Task Routing for Third-Party Multichannel Applications
Routing APIs provide a standard way to request,
queue, route, and handle third-party multichannel tasks in CCE.
Contact Center customers or partners can
develop applications using SocialMiner and Finesse APIs in order to use Task Routing. The SocialMiner Task API enables
applications to submit nonvoice task requests to CCE. The Finesse APIs enable agents
to sign into different types of media and handle the tasks. Agents sign into and
manage their state in each media independently.