Twilio Changelog

Additions and changes to the Twilio platform


Hold Time Metric in Flex Insights Beta

Flex Insights Historical Reporting now has out of the box metrics for reporting on holds in calls. You can now build reports that identify calls where agents put customers on hold and how long the holds in calls are. Users can find agents, queues and teams that may need attention as they have too many or too long holds in their calls. See Hold Time documentation article for more details.