Additions and changes to the Twilio platform
This release of Flex UI includes a public beta for Real-Time Queue Monitoring. This feature displays real-time metrics that are useful for managing queues during the day. We have added new default metrics - number of handled customers, number of abandoned customers, and SLA. The SLA shows the percentage of waiting customers that were connected to an agent within a desired target time. Developers can programmatically add additional metrics to extend this dashboard.
Real-Time Queue Monitoring can be enabled from the Flex Features page.
All the new metrics are available within the Today and Last 30 Minutes floating time window. This gives supervisors insight into how they are doing overall today and their recent performance. All the metrics are segmented by communication channel which enables the use of multi-channel queues without losing visibility into the performance of individual channels.
You can set up SLA preferences for individual queues and channels. The SLA is then calculated according to your business requirements and expectations of customers using different channels.
For more details on this release, please visit the release notes for Flex UI.