Overview

When integrating Twilio Flex with Calabrio, organizations often need to pass unique identifiers such as an employment number for each agent. Sometimes, modifying the source HR system (like Workday) is not feasible, especially for testing purposes. This article explains how to safely add an employment number to a Flex agent’s profile using Twilio Console, ensuring the data is available to Calabrio without altering Workday records.

Scenario

• You want to test or update agent data sent from Twilio Flex to Calabrio.
• You cannot or do not want to modify the agent’s profile in Workday.
• You need to inject an employment number or similar identifier for Calabrio mapping.

Procedure 

You can add or update custom attributes (such as an employment number) directly in the agent’s TaskRouter Worker profile within the Twilio Console. This approach is safe for testing and does not affect Workday or the agent’s login credentials.

1. Log in to the Twilio Console.
2. Navigate to TaskRouter > Workspaces.
3. Select your Flex Task Assignment workspace.
4. Click on Workers in the left-hand menu.
5. Search for and select the agent you wish to update.
6. Scroll to the Attributes section (a JSON editor).
7. Add a new key-value pair for the employment number.
   Example:

{
  "full_name": "Jane Doe",
  "roles": ["agent"],
  "contact_uri": "client:jane.doe",
  "employee_id": "98765"
}

8. Click Save.

Note:

• The key name (e.g., "employee_id") can be customized to match your organization’s requirements.
• This change only affects the Worker profile in Twilio and is immediately reflected in the data sent to Calabrio.

Why Use This Method?

• No impact on Workday or other HR systems.
• Safe for testing and production.
• Immediate effect for integration with Calabrio.
• No changes to agent login or authentication.

Additional Information 

To add an employment number or other custom data for a Twilio Flex agent without modifying Workday edit the agent’s Worker Attributes in the Twilio Console. This method is safe, reversible, and effective for both testing and production environments.

Below you will find references to useful documents:

• How to Access Flex Worker Skills Via the REST API
• Twilio Flex TaskRouter Documentation

Will this affect the agent’s ability to log in?

No. Editing Worker attributes does not impact authentication or login credentials.

Can I revert the change?

Yes. You can edit or remove the custom attribute at any time in the Twilio Console.

Is this method suitable for production?

Yes, but ensure you follow your organization’s data governance policies for production changes.