Private Beta Feature
Workforce Management (WFM) solutions are known to provide contact center forecasting, scheduling capabilities, and real-time adherence monitoring. Twilio Flex offers the ability to integrate with third-party vendors who provide WFM functionality.
Twilio Flex integrates with WFM vendors via two vendor-neutral data protocols:
- Historical Data Feed
Periodic callbacks from the WFM vendor to Flex retrieve contact center and agent performance metrics. The WFM system then uses the imported data to create future forecasts.
- Real-Time Adherence Feed
Near real-time HTTP callbacks from Flex to the vendor provide agent status and activity updates. This data stream is specifically designed to feed into the real-time adherence features available in the WFM system.
Workforce Management Integrations are available in Private Beta with the following WFM vendors:
|Calabrio WFM||Please contact the vendor for details on enabling the WFM Integration.|
|Calabrio Teleopti WFM||Please contact the vendor for details on enabling the WFM Integration.|