Twilio's Flex WFO (Workforce Optimization, formerly Ytica) is used in Flex for data analytics. Flex WFO tracks events, and allows you to build dashboards, reports, and alerts to help improve your customer engagements. Best of all, basic Flex WFO use is included with both the active user (hourly) and named user (per-seat) pricing plans.
Notice: Flex WFO is currently in beta, and has not yet been finalized. Support requests for beta and pre-release products are generally handled by our engineering team, and as such, response times are not guaranteed. For more information on Support limitations for beta and pre-release products, please see Twilio Beta Product Support.
Enable Flex WFO
Flex WFO requires a paid Flex pricing plan. Here's how to set this up:
- Login to your account at www.twilio.com/console.
- If you haven't already added funds to your project, click Upgrade to upgrade your account.
- Once your project has a balance, click Flex > Pricing, and select the desired pricing plan.
- Enter the desired company name, email contact, and timezone for WFO, and then click Submit.
Access Flex WFO
From Flex, click Analytics.
What Metrics are Available through Flex WFO?
Out of the box, Flex WFO 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 WFO (Twilio Docs).
Are Agent Transfers Visible in Flex WFO?
Yes; Flex WFO supports multi-segment conversations. This means users will be able to see a customer contact from inception all the way through the end.