In Flex Insights, a "Segment" represents the most granular level of "Conversation" data, detailing individual sections of a customer interaction.
Segment ID is the primary key for the Conversation data set (e.g. 756b5035-c3ba-5125-b1fa-1d8011a7eaea
). Note that this ID is exclusive to Flex Insights and may not be directly useful for external applications.
To correlate Flex Insights data with TaskRouter data, use the TaskRouter Task SID. This is stored under the "External ID" label within the "Segment" attribute in Flex Insights.
Report from Analytics Portal
When working with a Report from the Analytics Portal, add the Segment attribute to be presented with the option to select Display Label. From the drop-down menu, select "External ID" to display Task SIDs in the Report.
Analyze Insight from Flex UI
From the Segment filter, ensure "Display as" is configured to "External ID", as shown in the screenshot below:
Dashboard from Flex UI
Below is a short demonstration on how to display the Task SID from the "Conversations" tab in Flex Dashboard:
KPI Dashboard from Flex UI
Below is a short demonstration on how to display the Task SID from a KPI dashboard: