Product changelog and announcements

The Flex Plugins CLI has been updated to automate one of the most common operations, enabling or disabling a single plugin. Developers can now provide the disable-plugin and enable-plugin arguments in the release and create-configuration commands. This simplifies the release process for developers managing multiple plugins. They no longer need to gather and update configurations for every active plugin. Refer to our CLI documentation for more details on these commands.

Other notable changes:

• Flex plugins no longer need to start with “plugin-”.

Flex Insights now supports detailed intraday reporting of agent workload. Workload reporting enables supervisors and data analysts to see which conversations the agents spent their time working on during the day with 15 minute interval granularity. Workload reporting is especially powerful in contact centers with long conversations that can be leveraged by Workforce Management applications to predict load and monitor schedule adherence. The time spent working on conversations can be filtered and segmented by direction, queue, agents, and all the other attributes available in Flex Insights.

Flex Insights now also reports on how many conversations agents worked in parallel at a specific moment. This gives visibility into how efficiently their time is used in multi-tasking environments. You can also report how much time agents spend idle - handling no conversation during their working hours.

For more information see workload reporting documentation.

We have updated all Flex projects that use Automatic Updates to Flex UI 1.24.

This release of Flex UI and WebChat UI introduces new syntax options for Chat Markdown including support for new elements (headings, ordered lists, code snippets, block quotes). To learn more about Markdown, visit our Flex docs. Markdown is currently in Beta and can be enabled for your account on the Pre-Release Features Page.

For a full changelog, visit the release notes for our client libraries:

Flex UI 1.24

Flex Webchat 2.7

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

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

• Workforce Management
  • Historical data for forecasting
  • Agent schedule creation
  • Real-time adherence

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

The Plugins Dashboard now displays all legacy plugins currently enabled for your agents. With this feature, the Plugins Dashboard is the source of truth for all plugin information in Flex. This makes it easier for admins to track the migration of their legacy plugins to the latest Plugins API. Admins can access the Plugins Dashboard via the Admin UI.

This release of Flex UI and WebChat UI introduces new syntax options for Chat Markdown and overall improvements in stability of this feature including several bug fixes. To learn more about Markdown, visit our Flex docs. Markdown is currently in Beta and can be enabled for your account using a Pre-release feature flag.

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

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

• Co-browse directly from within Twilio Flex
• Data obfuscation (credit card, SSN, etc.)
• 1-click connect for your website visitors
• Out-of-the-box integration with Twilio Web Chat
• One-way agent video

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

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

• Outbound Dialer with predictive, progressive, preview, and agentless dialing modes
• Contact Management and Segmentation - de-duplicate and scrub contacts to build the right campaign list
• Compliance Support - Do Not Call (DNC) numbers filtering and segmentation of contacts based on Prior Express Written Consent (PEWC). These tools let you conform with privacy regulations including TCPA, GDPR, CCPA, and Ofcom.
• Answering Machine Detection
• Campaign Optimization - contact selection strategies can leverage AI-predictions including Best Time To Call (BTTC), best channel to use, and propensity models
• Agent Blending - allows agents to seamlessly transition between inbound and outbound dialing

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

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.