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.
Flex WFO Requirements
In order to use Flex WFO, 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 WFO.
Enable Flex WFO
- 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 WFO settings page will be displayed. Click the Call Recording toggle to enable or disable recording of all calls.
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.