Agents can now place an outbound call from any queue

TaskRouter now enables agents to place outbound calls from any queue, whether or not they are a member of that queue. This update enhances TaskRouter’s adaptability and functionality for diverse operational needs.

Effective May 14, 2024, TaskRouter no longer performs backend validation to confirm that an agent is a member of a queue before allowing them to place an outbound call from it. This change improves contact center flexibility by accommodating a wider range of use cases, such as agents who are assigned to multiple queues or who are temporarily assisting in a different queue. 

Previously, TaskRouter required agents to be a member of a queue in order to place a call from that queue. 

This change does not impact system metrics or statistics.