Flex WFO

What is WFO?

Twilio Flex WFO (Work Force Optimization) provides insight into conversations between agents and customers, with the ability to drill down from top-level KPIs to individual conversations. Twilio Flex WFO gives Agents, Team Leaders, and Supervisors the ability to provide feedback and comments and assess conversations.

How to enable WFO?

Twilio Flex WFO is not a default feature, so to enable this feature you must switch to a paid plan in Flex. You can learn more in the article Getting Started with Flex WFO (Beta).

How to access WFO?

The easiest way to consume WFO dashboards, reports, and other insights is to click the Analytics icon in Flex (flex.twilio.com/analytics).

Advanced Analytics portal analytics.ytica.com can be used by data-savvy users who would like to create custom reports and dashboards for their organization. To access the Analytics portal, log in to Flex, and you will be automatically logged in by the Flex SSO mechanism.

Dashboards and Reports

Flex WFO contains built-in dashboards for watching and managing the KPIs found to be critical for many contact centers. You can also build your dashboards and reports tailored to your needs. Additional features included in the Analytics Portal:

• Extended analytical capabilities and custom metrics building
• Flexible data exports
• Scheduling reports/dashboards for delivery to other users

Learn more about Dashboards here.

KPIs

KPIs are the next generation of dashboards. They do not have all the features of the current Dashboards. However, they provide a simple way to quickly build a simple, responsive and mobile-friendly overview of the critical measures in your contact center. You can setup alerts on KPI metrics that will let you know when a KPI crosses a threshold. You can then act when your attention is needed, without the need to regularly check for updates.

Learn more about KPI dashboards here.

Analyze

You can easily build your own dashboards and reports. No coding skills are required; you can create beautiful tables and charts using our drag-and-drop tools. You can filter and segment KPIs by any data available in Twilio WFO.

Learn more about the Analyze tab here.

Drill down to conversations

Twilio Flex WFO keeps data down to the individual conversation level. Whenever you see a trend, an outlier or a change in a KPI, you can explore your findings as granularly as you need. A rich visual player helps you navigate conversations swiftly.

Learn more about the Conversations Player here.

Feedback and assessments

Agents, Team Leaders, Supervisors and other people in your contact center can provide feedback to agents, comment on conversations, and assess quality. All of this feedback then goes back to analytics so you can keep track of agents' and your company's past performance.

Learn more about the Assessments feature here.