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Update target_workers condition for khp_en #3916

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Update target_workers condition for khp_en #3916

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19d63f7
Update target_workers condition for khp_en
dee-luo Feb 17, 2026
441193b
Update master.tftpl
dee-luo Mar 10, 2026
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2 changes: 1 addition & 1 deletion twilio-iac/helplines/ca/common.hcl
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Original file line number Diff line number Diff line change
Expand Up @@ -24,7 +24,7 @@ locals {
"friendly_name" = "Aggregate"
},
khp_en : {
"target_workers" = "routing.skills HAS 'KHP English'",
"target_workers" = "routing.skills HAS 'KHP English' OR routing.skills HAS 'KHP EN'",
"friendly_name" = "KHP English"
},
khp_fr : { "target_workers" = "routing.skills HAS 'KHP French'",
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28 changes: 20 additions & 8 deletions twilio-iac/helplines/ca/templates/workflows/master.tftpl
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Original file line number Diff line number Diff line change
Expand Up @@ -111,30 +111,42 @@
{
"queue": "${task_queues.khp_en}",
"priority": 2,
"expression": "((worker.waitingOfflineContact != true AND ((task.channelType == 'voice' AND worker.channel.chat.assigned_tasks == 0) OR (task.channelType != 'voice' AND worker.channel.voice.assigned_tasks == 0)) AND ((task.transferTargetType == 'worker' AND task.targetSid == worker.sid) OR (task.transferTargetType != 'worker' AND worker.sid != task.ignoreAgent))) OR (worker.waitingOfflineContact == true AND task.targetSid == worker.sid AND task.isContactlessTask == true)) AND (worker.department =='english') AND ('Priority 988/Int' NOT IN worker.routing.skills AND 'Hold for Transfers' NOT IN worker.routing.skills)",
"timeout": 600
"expression": "((worker.waitingOfflineContact != true AND ((task.channelType == 'voice' AND worker.channel.chat.assigned_tasks == 0) OR (task.channelType != 'voice' AND worker.channel.voice.assigned_tasks == 0)) AND ((task.transferTargetType == 'worker' AND task.targetSid == worker.sid) OR (task.transferTargetType != 'worker' AND worker.sid != task.ignoreAgent))) OR (worker.waitingOfflineContact == true AND task.targetSid == worker.sid AND task.isContactlessTask == true)) AND (worker.routing.levels.KHPEN > 5) AND ('Hold for Transfers' NOT IN worker.routing.skills)",
"order_by": "worker.routing.levels.KHPEN DESC",
"timeout": 210
},
{
"queue": "${task_queues.khp_en}",
"priority": 3,
"expression": "((worker.waitingOfflineContact != true AND ((task.channelType == 'voice' AND worker.channel.chat.assigned_tasks == 0) OR (task.channelType != 'voice' AND worker.channel.voice.assigned_tasks == 0)) AND ((task.transferTargetType == 'worker' AND task.targetSid == worker.sid) OR (task.transferTargetType != 'worker' AND worker.sid != task.ignoreAgent))) OR (worker.waitingOfflineContact == true AND task.targetSid == worker.sid AND task.isContactlessTask == true)) AND ('Priority 988/Int' NOT IN worker.routing.skills AND 'Hold for Transfers' NOT IN worker.routing.skills)",
"timeout": 240
"priority": 2,
"expression": "((worker.waitingOfflineContact != true AND ((task.channelType == 'voice' AND worker.channel.chat.assigned_tasks == 0) OR (task.channelType != 'voice' AND worker.channel.voice.assigned_tasks == 0)) AND ((task.transferTargetType == 'worker' AND task.targetSid == worker.sid) OR (task.transferTargetType != 'worker' AND worker.sid != task.ignoreAgent))) OR (worker.waitingOfflineContact == true AND task.targetSid == worker.sid AND task.isContactlessTask == true)) AND ('Hold for Transfers' NOT IN worker.routing.skills)",
"order_by": "worker.routing.levels.KHPEN DESC",
"timeout": 390
},
{
"queue": "${task_queues.khp_en}",
"expression": "((worker.waitingOfflineContact != true AND ((task.channelType == 'voice' AND worker.channel.chat.assigned_tasks == 0) OR (task.channelType != 'voice' AND worker.channel.voice.assigned_tasks == 0)) AND ((task.transferTargetType == 'worker' AND task.targetSid == worker.sid) OR (task.transferTargetType != 'worker' AND worker.sid != task.ignoreAgent))) OR (worker.waitingOfflineContact == true AND task.targetSid == worker.sid AND task.isContactlessTask == true)) AND ('Hold for Transfers' NOT IN worker.routing.skills)",
"timeout": 360,
"priority": 4
"timeout": 300,
"order_by": "worker.routing.levels.KHPEN DESC",
"priority": 3
},
{
"queue": "${task_queues.khp_en}",
"expression": "((worker.waitingOfflineContact != true AND ((task.channelType == 'voice' AND worker.channel.chat.assigned_tasks == 0) OR (task.channelType != 'voice' AND worker.channel.voice.assigned_tasks == 0)) AND ((task.transferTargetType == 'worker' AND task.targetSid == worker.sid) OR (task.transferTargetType != 'worker' AND worker.sid != task.ignoreAgent))) OR (worker.waitingOfflineContact == true AND task.targetSid == worker.sid AND task.isContactlessTask == true)) AND ('Hold for Transfers' NOT IN worker.routing.skills)",
"timeout": 300,
"priority": 5
"order_by": "worker.routing.levels.KHPEN DESC",
"priority": 4
},
{
"queue": "${task_queues.khp_en}",
"expression": "((worker.waitingOfflineContact != true AND ((task.channelType == 'voice' AND worker.channel.chat.assigned_tasks == 0) OR (task.channelType != 'voice' AND worker.channel.voice.assigned_tasks == 0)) AND ((task.transferTargetType == 'worker' AND task.targetSid == worker.sid) OR (task.transferTargetType != 'worker' AND worker.sid != task.ignoreAgent))) OR (worker.waitingOfflineContact == true AND task.targetSid == worker.sid AND task.isContactlessTask == true)) AND ('Hold for Transfers' NOT IN worker.routing.skills)",
"order_by": "worker.routing.levels.KHPEN DESC",
"priority": 5.
"timeout": 300
},
{
"queue": "${task_queues.khp_en}",
"expression": "((worker.waitingOfflineContact != true AND ((task.channelType == 'voice' AND worker.channel.chat.assigned_tasks == 0) OR (task.channelType != 'voice' AND worker.channel.voice.assigned_tasks == 0)) AND ((task.transferTargetType == 'worker' AND task.targetSid == worker.sid) OR (task.transferTargetType != 'worker' AND worker.sid != task.ignoreAgent))) OR (worker.waitingOfflineContact == true AND task.targetSid == worker.sid AND task.isContactlessTask == true)) AND ('Hold for Transfers' NOT IN worker.routing.skills)",
"order_by": "worker.routing.levels.KHPEN DESC",
"priority": 6
}
]
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