Question

How does deleting tasks in Twilio Flex affect wait time metrics in Flex Insights?

Product

Flex, Flex Insights

Answer

Deleting tasks in Twilio Flex does not impact the wait time metrics in Flex Insights. When tasks are deleted, they are not included in the metrics calculations, which means their wait times will not skew your data. 

Additional Information 

Tested Use Case: 

Customers tasks that sometimes get stuck overnight, and we delete them with the understanding that this action will not influence the wait time metrics. 

Possible Solution: 

However, if you are experiencing tasks that get stuck overnight, it is recommended to cancel these tasks instead of deleting them. By canceling the tasks and adding a custom attribute, you can filter out these tasks from your metrics, ensuring they do not affect your overall insights.