Twilio's integrated Flex Insights (formerly Flex WFO) gives users access to data and analytics for their Flex instance. Insights tracks events, and allows you to build dashboards, reports, and alerts to help improve your customer engagements. Best of all, basic Flex Insights use is included with both the active user (hourly) and named user (per-seat) pricing plans. This guide covers the Insights requirements, setup, and everything else you need to know to get started.
Flex Insights Requirements
In order to use Flex Insights, the following requirements must be met:
- An active Twilio Flex project
- The project must be upgraded from the Free Trial
- A Flex pricing plan must be selected
Once these requirements have been met on your project, you're ready to set-up and start using Flex Insights.
Enable Flex Insights
- Access the Flex Pricing page in Console.
- Click enable Workforce Optimization.
- Enter the desired company name, email contact, and timezone, and then click Provision WFO.
- The Insights settings page will be displayed. Click the Call Recording toggle to enable or disable recording of all calls.
Access Flex Insights
From Flex, click Analytics.
What Metrics are Available through Flex Insights?
Out of the box, Flex Insights captures and reports a number of different metrics including abandoned conversations, handled conversations, queue time, and more. If this reporting is not sufficient, users can add custom data task and worker attributes to collect the right data for your needs. For complete details, please see Task Router data in Flex Insights (Twilio Docs).
Are Agent Transfers Visible in Flex Insights?
Yes; Flex Insights supports multi-segment conversations. This means users will be able to see a customer contact from inception all the way through the end.