Product changelog and announcements

Twilio has completed validation of the integration between Flex and Calabrio ONE. The following features have been verified and are available for customers of Flex and Calabrio:

• Workforce Management
  • Historical data for forecasting
  • Agent schedule creation
  • Real-time adherence
• Quality Management
  • Recording and reporting
  • Quality evaluations
  • Screen recording
• Analytics
  • Speech, desktop, and text analytics

To learn more about Calabrio ONE’s capabilities and how to enable it for your application, visit our integration documentation.

In TaskRouter, timestamps for TaskQueueEnteredDate will now be updated following an intra-queue transfer. Previously, TaskQueueEnteredDate was only updated when a Task was transferred to a different TaskQueue.

To learn more about the TaskRouter Events resource, please refer to our documentation.

We have updated all Flex projects that use Automatic Updates to Flex UI 1.23.

This release of Flex UI introduces usability improvements for the Conversation Screen. Now when users drill down to individual conversations they stay natively in the Flex UI. The former Conversation Screen is still available but will be deprecated.

Other notable changes:

The Teams View will now recover automatically from connection loss. Users will not need to refresh the page to recover their connection.

Several dependency packages have been upgraded to patch security vulnerabilities.

For a full Flex UI 1.23 changelog, visit the Flex UI release notes.

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

This release of Flex UI introduces usability improvements for the Conversation Screen. Now when users drill down to individual conversations they stay natively in the Flex UI. The former Conversation Screen is still available but will be deprecated.

Other notable changes:

• The Teams View will now recover automatically from connection loss. Users will not need to refresh the page to recover their connection.
• Several dependency packages have been upgraded to patch security vulnerabilities.

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

In TaskRouter, timestamps for TaskQueueEnteredDate will now provide millisecond precision. Although TaskQueueEnteredDate was already in the ISO8601 format yyyy-mm-ddThh:mm:ss.mmm, milliseconds were previously rounded to 000 in the event data.

To learn more about the TaskRouter Events resource, please refer to our documentation.

We have updated all Flex projects that use Automatic Updates to Flex UI 1.22.

This release of Flex UI and WebChat UI introduces the public beta version of chat attachments. Chat attachments now include drag-n-drop for your files, and you can compose a single message with both text and an attachment. For a complete overview of the feature and developer guides to programmatically customize the experience, check out the chat attachment docs.

Other notable changes:

• Flex WebChat UI CDN bundle size has been reduced to 390kb.
• Real-time Queues View is now enabled for all accounts. For more details on this feature, visit our Real-time Queues View docs.

For a full changelog, visit client libraries release notes:

Flex UI 1.22

Flex Webchat 2.6

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

Workforce Management systems can now distinguish between inbound and outbound traffic when gathering agent adherence data. The Flex Real-Time Adherence feed automatically provides a direction attribute for voice interactions. Flex developers can also add a custom direction attribute to tasks for non-voice interactions

Admins in Flex can now manage their plugins, view the history of plugin releases, and rollback to prior deployments. This provides visibility and control of your application's version outside of a developer's command line interface.

In TaskRouter, you can now evaluate a Worker’s Activity state by referencing worker.activity_sid and worker.activity_name in a Workflow’s target expressions. This allows you to target or exclude agents based on the Activity that they are in.

For example, with Activity-based routing you can:

• Route high-value Tasks to agents even when they are scheduled to not receive general Tasks.
  
• Transfer Tasks to agents who are in Activities that are excluded from routing.
• Designate an Activity that allows an agent to only accept a particular type of task.

To learn more about the new feature, please refer to our documentation on Activity-based routing.

The Flex Plugins CLI (Command Line Interface) is the new interface for developing, testing, and releasing plugins. It accelerates your plugin development by automating the key workflows you'll use while customizing Flex for your users.

With the Flex Plugins CLI developers can:

• Build new plugins - Start with a blank slate, or build from a template. Access all of Flex’s frontend programmability to customize the UI.
• Deploy and release plugin versions - Define plugin versions to track incremental updates to your customer experience. Deploy updates for each of your plugins individually, or bundle all of your updates together in a single release.
• Manage your version and release history - All of the updates to your plugin versions are tracked as a history of releases. Use this history to quickly identify and track changes in your application, and select a prior configuration to re-release in the event of an issue with your users.

Head over to the installation guide to get started and our migration guide to adopt the Flex Plugins CLI for your existing plugins.