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Building with Flex Insights


Public Beta

Please note that Flex Insights Historical Reporting is currently available as a Public Beta release. Some features are not yet implemented and others may be changed before the product is declared as Generally Available. Beta products are not covered by a Twilio SLA. Learn more about beta product support(link takes you to an external page).

Flex Insights offers you tools to enhance your Flex Insights integration and export data into your own data warehouses.

Setting Up Your Development Environment

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Consider using separate Twilio accounts for Development and Production when building with Flex Insights. You can start with an account dedicated to development of the new features, and once your implementation matures enough, you can create a production account that your agents and supervisors use on a day-to-day basis.

Test usage in production accounts skews your business KPIs in long term historical reporting. During development and testing you will typically need nonexistent Agents, Queues and other objects, and your usage pattern during the test period will likely be very different from your production environment.

Flex Insights is designed to preserve a verbatim record of what has happened in your Contact Center, and retroactively modifying the data may require engagement of Twilio staff. You can learn more about development environments(link takes you to an external page) on Wikipedia.

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