Issue

Users assigned the wfo.quality_manager role in Twilio Flex Insights are unable to view the top navigation menu or access custom reports in the Analytics portal. The content appears missing, with no error messages displayed. This issue may persist across all browsers and devices, and can occur even if the configuration has not changed recently.

Symptoms:

• Top navigation menu missing in Analytics portal.
• Unable to view or access custom reports.
• No error messages; content simply not visible.
• Issue persists across browsers (Chrome, Edge, Incognito/Private modes).
• No recent changes to user roles, permissions, or network configuration.

Product

Twilio Flex Insights

Cause

This behavior is typically due to the absence of at least one KPI dashboard assigned to the affected user(s). For users with the wfo.quality_manager role (and similar roles), the Flex Insights UI will only display the Dashboards and KPIs navigation options if at least one KPI dashboard exists and is shared with the user. If no KPI dashboards are available or shared, the navigation menu may be limited or missing entirely.

Resolution

To restore access to the Analytics menu and custom reports for users with the wfo.quality_manager role:

1. Create at least one KPI dashboard in Flex Insights if none exist.
2. Share the KPI dashboard with the affected users or user groups.
3. Verify user roles: Ensure the users have the correct role assigned (e.g., wfo.quality_manager).
4. Test access: Have the affected users log out and log back in to Flex Insights to confirm the navigation menu and reports are now visible.

Note:

• Users with full_access or admin roles may see additional menu options and reports by default.
• If the issue persists after sharing a KPI dashboard, verify that the dashboard permissions are correctly set and that the user’s role is provisioned as expected.

Additional Information 

Summary Table

Below you will find references to useful documents:

• Understanding Flex Insights Roles
• Troubleshooting Insights User Provisioning
• How to Collect Browser Logs for Troubleshooting Issues in Twilio Flex