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Workforce Management Integrations

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:

Vendor Next Steps
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.

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