Issue
By default, the Twilio Flex Queue Stats dashboard displays a combined view of inbound and outbound metrics for each queue. Some users may want to view these metrics separately for better operational clarity and reporting.
Symptoms
- Inbound and outbound queue metrics are shown as a single, combined value.
- No visible option to filter or split metrics by direction (inbound/outbound) in the default dashboard.
Environment
Twilio Console
Cause
The current Flex Queue Stats dashboard does not natively support filtering or displaying inbound and outbound metrics separately. This is a known product limitation.
Resolution
1. Feature Request Status
A feature request to enable filtering by direction within the Queue Stats Monitoring plugin is already in progress. There is no confirmed release date at this time.
2. Workarounds
While waiting for this feature, consider the following alternatives:
a. Custom Plugin Development
- Develop a custom Flex plugin to differentiate and display inbound and outbound tasks separately.
- Reference: Creating Plugins for Twilio Flex
b. Flex Insights Reporting
- If Flex Insights is enabled, use it to create custom reports and dashboards.
- Flex Insights allows filtering by task attributes, including direction, enabling you to break out inbound and outbound metrics.
- Data can be exported to BI tools (e.g., Tableau, Power BI) for further customization and real-time dashboards.
c. Voice Insights Dashboard (Voice Use Cases)
- For voice-centric operations, the Voice Insights Dashboard supports filtering by call direction.
Additional Information
- No error messages are generated by this limitation.
- No changes to your Flex environment are required to implement the above workarounds.
- For updates on the feature request, monitor Twilio’s release notes or reach out to your Twilio representative.
Below you will find references to useful documents: