How Do I Filter Flex Insights Reports by Custom Task Attribute? – Twilio Support

Question

How can I filter Flex Insights reports by a custom task attribute (like client_verified), and what is the difference between using conversation attributes and creating custom variables in the Analytics Portal?

Product

Twilio Flex, Flex Insights

Answer

To filter Flex Insights reports by a custom task attribute such as client_verified, you need to ensure that the attribute is passed as a conversation attribute to Flex Insights. Conversation attributes are custom data fields sent with each task (for example, whether a client was verified or not) and can be used as filterable dimensions in your reports once they are properly configured and mapped.

Custom variables in the Analytics Portal (Flex Insights) are a separate feature. Creating or managing custom variables requires special permissions and is typically used for advanced reporting needs, such as creating new calculated fields or aggregations within the Analytics Portal itself. However, simply creating a custom variable does not automatically make a task attribute (like client_verified) available as a filter in your reports.

Key difference:

Conversation attributes are the recommended way to make custom task data (like client_verified) available for filtering and reporting in Flex Insights.
Custom variables are for advanced calculations and require special permissions, but do not expose new task attributes for filtering unless those attributes are already mapped as conversation attributes.

If your custom attribute does not appear as a filterable field in Flex Insights, you may need to update your Flex Insights integration to include it as a conversation attribute. Learn more about enhancing your integration here: Enhance Flex Insights Integration .

Additional Information

After updating your integration, it may take some time for new attributes to appear in Flex Insights.
If you need to create calculated fields based on existing attributes, custom variables may be appropriate, but you must have the necessary permissions enabled by support.
For most use cases involving filtering by custom data, conversation attributes are the best solution.
Feel free to reach out Twilio Support for any further assistance.