Product changelog and announcements

Flex Insights Historical Reporting now enables users of Analytics Portal outside of Flex to drill down to conversations in their hosted or self hosted Flex. When users click on individual calls, chats and emails in Historical Reporting they will no longer be sent to a standalone web application outside of Flex.

The Conversation screen in Flex provides more features, supports programmability and is integrated with other Flex features. All future improvements will also be added only to Flex’s Conversation screen. The conversation screen outside of Flex is now deprecated and will not get any new improvements.

We encourage existing customers to set up their Flex instance domain so they take advantage of this new feature. To keep the user experience intact users in all existing accounts by default drill down to the legacy conversation screen. Users in newly created accounts by default drill down to hosted Flex.

For more information check our documentation.

We have updated all Flex projects that use Automatic Updates to Flex UI 1.30.

This release of Flex UI includes Real-Time Queue Monitoring GA.This feature displays real-time metrics that are useful for managing queues during the day. We have added new default metrics - number of handled customers, number of abandoned customers, and SLA.

For more information check our documentation. Check how to enhance and customize queues monitoring programmatically.

For more details on this release, please visit the release notes for Flex UI.

Reminder: You can pin to individual versions of the Flex UI or manage your Automatic Updates within the Flex Admin UI.

The Flex Plugins CLI is now compatible with the latest version (version 3) of the Twilio CLI. This release also contains fixes to security vulnerabilities and minor bug fixes.

Upgrade your plugins to the latest version of the Flex Plugins CLI to leverage this feature.

Twilio has completed validation of the integration between Flex and Veridas Voice Biometrics digital authentication solution. Veridas allows agents to validate the identity of end users with 3 seconds of their voice in any language and assists with fraud prevention, processing data under strict data privacy standards.

To learn more about Veridas capabilities and how to enable it for your application, visit our integration documentation.

The Flex Plugins CLI now automatically deletes the package of a plugin when it is being archived. When a plugin is archived, it deletes the built packages of all the versions of the plugins stored in Twilio Assets and when a particular plugin version is archived, it will only remove the plugin package of that particular version. This feature is automatically available with the archive command of the Flex Plugins CLI. This feature also enables you to cleanup your plugins when you hit the plugin limits on your Flex application.

Upgrade your plugins to the latest version of the Flex Plugins CLI to leverage this feature.

The Messaging area in the Flex Console is fully overhauled, both in terms of design as well as backend implementation. This improves usability and aesthetics of the Administrator experience, as well as fixes some long-standing issues.

Find the new UI under Flex > Manage > Messaging.

Notable changes include:

• The UI is restructured between multiple tabs for easier navigation and reduced clutter. Find the improved version of "Unregistered numbers" in the SMS Numbers tab.
• All Addresses (aka Flex Flows) can be created via the Create Address form. Additionally, SMS Addresses can be created via the SMS Numbers tab.
• WebChat addresses can now also be created via the UI.
• When creating new SMS Addresses, phone numbers can now be searched (by entire number or by partial search).
• The new UI is not affected by the issue of registered numbers sometimes showing up as unregistered.

This release of Flex UI includes Real-Time Queue Monitoring GA. This feature displays real-time metrics that are useful for managing queues during the day. We have added new default metrics - number of handled customers, number of abandoned customers, and SLA. The SLA shows the percentage of waiting customers that were connected to an agent within a desired target time. Developers can programmatically add additional metrics to extend this dashboard.

We have updated all Flex projects that use Automatic Updates to Flex UI 1.29.

This release of Flex UI includes native outbound dialing and Dialpad being Generally Available. The Generally Available release of outbound dialing brings improvements in quality and reliability and solves several known limitations that include:

• Improved and more granular error reporting when an outbound call fails
  
• Flex agents can no longer place concurrent outbound calls
• Recordings are no longer stopped when an outbound call is transferred

For more information, refer to the Flex Dialpad documentation. For more details on this release, please visit the release notes for Flex UI.

Reminder: You can pin to individual versions of the Flex UI or manage your Automatic Updates within the Flex Admin UI.

The Workforce Management Real-Time Adherence Feed (WFM RTA Feed) is designed for partners to monitor and report on the activity of agents within a Flex contact center. Events from this feed can be used to generate a real-time snapshot of agent status.

The WFM RTA Feed is now Generally Available, and it can be used alongside historical reporting in Flex Insights to support workforce management integrations to Flex. Review our WFM RTA Feed documentation for details on getting started with the feed and the event data.

TaskRouter now offers dedicated properties in the Workflow filter target to improve support for use cases where the agent is already known, e.g., because the customer previously spoke to that agent (‘last agent routing’) or has an existing relationship with that agent / advisor (‘preferred agent routing’).

Developers can utilize properties for either the agent’s Worker SID or Worker friendly name in a Workflow filter target and specify the respective value on the Task.

Utilizing this feature will yield significant performance improvements over the general evaluation logic and prevent latencies during routing and assignment of such Tasks.

To learn more about the TaskRouter Known Agent Routing feature, please refer to our documentation on Known Agent Routing.