Twilio's Flex WFO (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.
Enable Flex WFO
Flex WFO is still in Beta testing at this time. To request access, please contact our Support team.
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 Twilio Data in Ytica.
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.