Flex Insights can store custom data about Agents, such as their location, department, manager, team, and more.

Once this data is added, removing it requires a specific process, detailed below.

Add Agent Data

You can add this information to an agent's record by updating the TaskRouter Worker attributes. For example, adding Agent Location would look like so:

{
     "full_name": "Agent A",
     "location": "London",
     ...
}

This attribute will populate in Flex Insights as "Agent Location" value.

Remove Agent Data

Once custom Agent data is populated, it will remain associated to the Agent in Flex Insights, even after the attribute has been removed from the Worker.

In order to remove the value from the Agent in Flex Insights, update that Worker attribute with an empty string. For example, with Location, that would be:

{
     "full_name": "Agent A",
     "location": "",
     ...
}