Overview

When managing a contact center or workflow with Twilio TaskRouter, it’s important to know who is making changes to your Task Queues, such as adding, updating, or removing queues. This article explains how to identify which user performed specific actions on Task Queues using Twilio’s built-in logging and event tracking features.

Why Track Queue Changes?

Tracking changes helps you:

• Maintain security and accountability
• Troubleshoot unexpected routing or agent assignment issues
• Audit administrative actions for compliance

Product

Twilio TaskRouter

What You Need to Know

Methods to Track Task Queue Changes

1. TaskRouter Events API

Twilio TaskRouter automatically logs all significant events in your Workspace, including changes to Task Queues. You can access these logs using the TaskRouter Events API.

Steps:

1. Query the Events API for your Workspace.
2. Filter by EventType to focus on Task Queue changes:
   • taskqueue.created
   • taskqueue.updated
   • taskqueue.deleted
3. Review Event Details:
   Each event includes information about the action, the affected resource, and the user (actor) who performed the change.

Example API Request:

curl -X GET "https://taskrouter.twilio.com/v1/Workspaces/{WorkspaceSid}/Events?EventType=taskqueue.deleted"
-u {AccountSid}:{AuthToken}

2. Audit Events (If Enabled)

If your account has Audit Events enabled, you can view a comprehensive log of administrative actions—including who made changes to TaskRouter resources—via the Audit Events API or in the Twilio Console under Monitor > Logs > Audit Events.

Best Practices

• Enable Audit Events for enhanced tracking and compliance.
• Implement Custom Logging: For more granular or long-term tracking, consider using webhooks or Twilio Functions to log changes to an external system.
• Regularly Review Logs: Make it a routine to review TaskRouter and Audit logs, especially after major changes or incidents.

Frequently Asked Questions

How long are TaskRouter events retained?

TaskRouter events are available for 30 days.

Can I see which user deleted a queue?

Yes, the event details include the user (actor) who performed the action.

What if I need to track changes beyond 30 days?

Set up custom logging using webhooks or Functions to store events in your own system for longer retention.