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  • By Chas Bowman
    Create Queues and Skills for A Flex Contact Center Flex Queues and Agent Skills

    You’ve just deployed Flex and you might be asking yourself: what’s next.

    Next, you’ll need to start thinking about your routing and queueing strategy. In this blog post, we will cover some basic options for queueing and skilling – it sets the groundwork on how you will report and analyze your contact center business.

    Let’s get started!

    What We’re Building Today

    Flex has the ability to leverage the full power of Twilio TaskRouter. TaskRouter is a powerful attributes-based routing system, the heart of the contact center. It’s also fully programmable, allowing you to control your contact center from your code. We’ll walk through a simple use case today: “How can I setup a contact center to support my customers and employees using Flex?”.

    To do this, we are going to build two new Task Queues: Customer Service and Employee Service. These will provide the ability to …

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  • By Chas Bowman
    Deploy a Remote Agent Contact Center in 30 Minutes With Twilio Flex Flex Remote Agent Contact Center

     

    You might be in a position where you urgently need a new contact center that enables your employees to work remotely. This article will guide you through deploying Twilio Flex – a cloud-based contact center with native WebRTC support – in just 30 minutes.

    Twilio Flex can be instantly provisioned and provides you the immediate ability to start testing voice calls, SMS, and web-chat. In this blog post, we'll show you how to quickly create a solution that enables contact center agents to work from their homes.

    Before We Get Started...

    Deploy a Remote Agent Contact Center

    Now that you are logged into your Twilio account, you’re ready to start setting up a new Flex Instance.

    In these next steps, I’ll guide you through creating …

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