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The contact center plays an important role within an organization as a strategic asset that drives customer loyalty, innovation and growth. Having greater operational visibility to better understand how the contact center is performing is essential to delivering positive customer engagements
Today, we've got two exciting announcements to share. First, we have renamed Flex WFO to Flex Insights. Together with Voice Insights and Messaging Queue Insights, Flex Insights provides Flex customers a clear picture of how their contact center is operating on a day to day basis. All of the features that are currently available with Flex WFO will continue to be available. Flex Insights is included with any paid plan for Twilio Flex.
Second, we’re also excited to announce two new features for Flex Insights: a Real-Time Queues View and the availability of Messaging and Chat Transcripts in Flex Insights.
Real-Time Queues View (Beta)
The Real-Time Queues View gives your supervisors and admins visibility into how your contact center is currently performing. The Real-Time Queue View beta is available today and you can enable it within the pre-release features page. After enabling the beta, users with either the admin or the supervisor role will be able to access the view.
Today, the view supports the following six metrics that are available both by queue and in aggregate:
- Active Tasks: The number of tasks that are currently handled by an agent.
- Waiting Tasks: The number of tasks waiting in a queue that no agent is currently handling.
- Longest Wait: The time of the longest waiting task in the queue.
- Available Agents: The number of agents that are currently in an activity that enables the agent to accept tasks. This includes agents in all activities that are marked as available, including custom activities.
- Unavailable Agents: The number of agents that are in an activity that prevents them from receiving tasks. This includes agents in all activities that are marked as unavailable, including custom activities.
- Offline Agents: The number of agents that are in an Offline state (i.e. Logged out of Flex).
Like the rest of Flex, the Real-Time Queues View is programmable. The view is made up of programmable components that you can extend and modify using a Flex Plugin. For example, if you wanted to add a new tile that displays the total number of tasks in wrap-up, you could do the following:
import * as Flex from “@twilio/flex-ui”;
import { connect } from “react-redux”;
// Connect to Flex’s redux store and display the number of wrapping tasks
const WrappingTasksTile = connect((state: Flex.FlexState) => ({
wrappingTasks: state.flex.realtimeQueues.workspaceStats
? state.flex.realtimeQueues.workspaceStats.tasks_by_status.wrapping.toString()
: “”
}))(({ wrappingTasks }) => (
<Flex.AggregatedDataTile title=“Wrapping Tasks” content={wrappingTasks} />
));
// Add the WrappingTasksTile to the view
Flex.QueuesStats.AggregatedQueuesDataTiles.Content.add(
<WrappingTasksTile key=“wrapping-tasks-tile” />,
{ sortOrder: -1 }
);
You can find more information about how to use the Real-Time Queues View within the Twilio Flex end-user guides. More details about individual components and examples of how to modify the queues view within the Twilio Flex docs.
Messaging and Chat Transcripts
Messaging and Chat transcripts are now available within the Flex Insights conversations screen. You can now drill down into a messaging interaction within Flex Insights and see the transcript of the interaction. While viewing a chat transcript, you can comment on and assess the interaction for quality management purposes. You can also view custom media and links that can be attached to conversations.
If you’re using Flex UI v1.16 or newer, you automatically have access to Chat and Messaging transcripts within Flex Insights. Transcripts are available for Flex Messaging conversations that occurred after November 15, 2019. Transcripts are available for any channel supported by Flex Messaging, including WebChat, SMS, Facebook Messenger, and LINE. You can find more about how to use the Flex Insights Conversations screen within our docs.