Objective
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.
Product
Twilio Flex
Procedure
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.
Understanding Data Types
To ensure accurate enhanced data mapping in Flex Insights, it's crucial to use the correct data type for Worker attributes. For instance, the "Agent Location" attribute should be a String. Using an incorrect data type, such as an Array, will prevent the data from being properly mapped.
This means Flex Insights will either display previously stored valid data or show an "(empty value)" until the attribute is updated with a valid data type and 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 "Agent Location", that would be:
{
"full_name": "Agent A",
"location": "",
...
}Additional Information
For more information on Flex Insights and data management, please refer to the following resources: