Individual TaskRouter events are connected into a single Analytics Data Model that provides a unified look at conversations and their contexts across multiple contact centers and customer management systems. We transform and clean data to make it easy to understand and analyze.
WFO provides wide context for conversations, giving you the most insight possible. Not all data is available from Twilio out-of-the-box, as this data might include CRM customer details, customer satisfaction surveys, data from non-voice channels, or data from other call center solutions.
TaskRouter's Worker is an Agent in WFO. We call people who handle conversations with customers Agents. There are a number of different names for workers in contact centers including Advisors, Agents, Associates, Customer Support Specialists, Operators, Representatives, Workers and more. We historically use Agents in documentation to make it consistent and easy to understand for the widest audience possible.
TaskRouter's Task has no direct representation in WFO. You can say that a Task is roughly one Segment of a Conversation. This may, however, differ, as WFO may split tasks into multiple Segments to properly represent transfers and other scenarios. See Datasets in Analytics Data Model and Conversation Structure for how conversations look like in WFO.
TaskRouter's Call may be directly represented as a Conversation in WFO. However multiple Calls in TaskRouter may be represented as a single Conversation to better represent the actual scenario. One of the examples is when a customer calls in and TaskRouter creates another Call to connect the customer with the Agent. This appears as two Calls in TaskRouter but as a single Conversation in WFO.
Measures based on this data will be available out-of-the-box:
- Abandoned Conversations - the number of conversations where Agent and Customer have not talked to each other.
- Abandonment Time - time a Customer or an Agent spends waiting on the other party before giving up.
- Handled Conversations - the number of conversations handled by an Agent.
- Queue Time - time a customer spends waiting in a queue before reaching an Agent.
- Talk Time - time Agents spend talking to customers.
- Wrap Up Time - time Agents spend after talking to customers to do after call work.
All the available measures can be sliced by the following attributes:
- Customer City
- Customer Country
- Customer Phone
- Customer ZIP
- Date and Time including Days of Week, Days of Month and similar
If you have WFO Speech Analytics enabled you can also use Speech Analytics-related measures and attributes.
TaskRouter provides a set of attributes that are provided with each task by default. We extract these and save them as corresponding attributes and measures in WFO.
The list of attributes that we extract from TaskRouter events:
Sidis not used in WFO
AccountSidis used for splitting TaskRouter traffic to individual analytical workspaces
WorkspaceSidis not used in WFO
WorkflowSidis not used in WFO
WorkflowNameto Conversations ▸ Workflow
Attributesused for extracting properties added by VoiceML and custom properties
Ageis not used in WFO, we use events timestamps instead
Priorityis not used in WFO
TaskQueueSidto Conversations ▸ Handling Team
AssignmentStatusis not used in WFO
Reasonto Conversations ▸ Outcome
DateCreatedis not used in WFO
DateUpdatedis not used in WFO
Timeoutis not used in WFO
TaskChannelSidis not used in WFO
TaskChannelUniqueNameto Conversations ▸ Channel
Addonsis not used in WFO
Properties extracted from Task events:
TaskSidused to uniquely identify the task within WFO
TaskAttributesused for extracting properties added by VoiceML and custom properties
TaskAgeis not used in WFO, we use events timestamps instead
TaskQueueNameto Conversations ▸ Handling Team Name
TaskQueueSidto Conversations ▸ Handling Team ID
TaskPriorityis not used in WFO
TaskAssignmentStatusis not used in WFO
TaskCanceledReasonto Conversations ▸ Outcome
TaskCompletedReasonto Conversations ▸ Outcome
Properties extracted from
WorkerSidis used to uniquely identify agents in WFO
WorkerNameto Agents ▸ Full Name
WorkerAttributesused for extracting custom properties
WorkerActivitySidis not used in WFO
WorkerActivityNameto Activities ▸ Activity
Properties extracted from the
from_countryto Customers ▸ Country for inbound calls
calledto Customers ▸ Phone for outbound calls
to_countryto Customers ▸ Country for outbound calls
to_cityto Customers ▸ City for outbound calls
to_stateto Customers ▸ State for outbound calls
caller_countryto Customers ▸ Country for inbound calls
call_statusis not used in WFO
call_sidis used for connecting tasks into a single Conversation with multiple Segments
account_sidis used for splitting TaskRouter traffic to individual analytical workspaces
from_zipto Customers ▸ ZIP for inbound calls
fromto Customers ▸ Phone for inbound calls
directionto Conversations ▸ Direction
called_zipto Customers ▸ ZIP for outbound calls
caller_stateto Customers ▸ State for inbound calls
to_zipto Customers ▸ ZIP for outbound calls
called_countryto Customers ▸ Country for outbound calls
from_cityto Customers ▸ City for inbound calls
called_cityto Customers ▸ City for outbound calls
caller_zipto Customers ▸ ZIP for inbound calls
api_versionis not used in WFO
called_stateto Customers ▸ State for outbound calls
from_stateto Customers ▸ State for inbound calls
callerto Customers ▸ Phone for inbound calls
caller_cityto Customers ▸ City for inbound calls
toto Customers ▸ Phone for outbound calls