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  • By Miroslav Botur
    Separate Data in Flex Insights separate-data-flex-insights.png

    Flex Insights and Flex are not designed by default to support multi-tenancy to separate data per team, market, or any organization unit. While in Flex you can use plugins to hide, filter, or remove components and values, in Flex Insights we need to follow a different approach, so that your Supervisors can only see data they should see.

    In this blog post, I will demonstrate multiple ways to configure your Flex Insights instance based on your organization unit structure. There is an important statement to be shared before you consider one of the options:

    Twilio does not consider filtering data within a workspace a security feature. With the current permissions in Flex and Flex Insights, the only data separation happens between individual workspaces (where each workspace requires one Flex Account).

    Filters are a convenience feature that should help your Supervisors filter data that is relevant to them. We understand that …

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  • By Miroslav Botur
    Display Local Time in Multiple Timezones in Flex Insights figure-insights-reports.bdf8b667c.png

    Want to see Twilio Flex in action? Check out our interactive demo.

    Ready to start building your contact center? We're offering $5,000 worth of free Flex Hours to help you get started. Sign up and start building with Twilio Flex!

    Flex Insights currently supports only one reporting timezone per account (reporting workspace). That means that if you have multiple contact centers around the world, then only locations with the reporting workspace timezone will see conversations and activities in their time. Other locations would need to use external tools (e.g., API export, Excel, Google Sheets) to convert the timestamps into their local date and time.

    In this blog post, I will help you create a custom metric to display the time of a conversation or activity in the local timezone. However, there is no way to show the date due to the different number of seconds in each month and year. …

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  • By Miroslav Botur
    Link IVR Time/Path with Inbound Calls Using Flex Insights figure-insights-reports.bdf8b667c.png

    Want to see Twilio Flex in action? Check out our interactive demo.

    Ready to start building your contact center? We're offering $5,000 worth of free Flex Hours to help you get started. Sign up and start building with Twilio Flex!

    This post is part of a series on IVRs and Flex Insights. Learn how to track calls abandoned in your IVR here, and stayed tuned for an upcoming guide on keeping track of IVR workflow executions in Studio.


    Contact centers push for the use of self-service options to reduce the time their agents spend on handling common requests. In many cases an IVR is used to serve basic customer needs. However, to provide a good customer experience and increase the percentage of self-service inbound calls, visibility on how customers interact with an IVR is critical.

    In this guide, I’ll show you how to use Flex Insights to consume IVR …

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