Twilio Changelog

We have updated all Flex projects that use Automatic Updates to Flex UI 1.18.

This Flex UI release brings the following new features to Flex:

• Advanced Team View Filters: This feature allows supervisors to search or filter agents by name and activity. You can also define custom filter criteria like teams or skills. Advanced Team View Filters is currently available as a Pilot feature. To enable it, visit the Pre-Release Features Page. You can learn more about this feature within our documentation.
• Outbound Dialing and Native Dialpad: This feature allows agents to place outbound calls, and developers can build click-to-dial capabilities. Outbound Dialing is currently available as a Public Beta and can be enabled via the Flex Settings page. You can learn more about this feature within our documentation.

For a full 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.

Flex has supported only inbound voice flows natively so far. For outbound capability, either you had to build the Dialpad yourself, use the experimental dialpad, or use one of the community-supported plugins. With this update, Flex now offers native outbound dialing ability right from the Flex UI.

With the Flex Dialpad:

• Agents can call customers directly from Flex and associate it with a relevant queue for reporting.
• Agents can call customers while in an unavailable state, allowing them to remain uninterrupted from incoming tasks.
• While on an outbound call, agents can initiate either Warm
  Transfer or Cold Transfer to another agent or supervisor.
• Supervisors can monitor outbound calls.
• Outbound calls will be presented both in real-time and historical reporting in Flex.
• Developers can build click-to-dial use cases using the programmability offered through the new StartOutboundCall Action.

The Flex Dialpad is a part of the Flex UI and offers all of the theming and customizability features of a React component.

For more details, visit our announcement blog post and the Dialpad documentation.

You can get your hands on the Flex Dialpad now by upgrading your Flex Instance to v1.18 and then enabling Flex Dialpad in your Flex Settings in Twilio Console.

This release of Flex UI introduces a pilot release of Advanced Team View Filters. This feature allows supervisors to search or filter their agents by name or activity or use custom, programmatically defined, filter criteria like teams or skills.

We have updated all Flex projects that use Automatic Updates to Flex UI 1.17.

This release of Flex UI introduces an Initial Audio Device Check. This feature allows you to perform an audio device availability check when Flex starts up to make sure you are ready to receive voice calls.

Initial Audio Device Check is currently available as a Pilot feature. To enable it, visit the Pre-Release Features Page. You can learn more about this feature within our documentation.

For a full 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 an Initial Audio Device Check. This feature allows you to perform an audio device availability check when Flex starts up to make sure you are ready to receive voice calls.

Initial Audio Device Check is currently available as a Pilot feature. To enable it, visit the Pre-Release Features Page. You can learn more about this feature within our documentation.

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

Flex Insights Historical Reporting now has out of the box metrics for reporting on holds in calls. You can now build reports that identify calls where agents put customers on hold and how long the holds in calls are. Users can find agents, queues and teams that may need attention as they have too many or too long holds in their calls. See Hold Time documentation article for more details.

We have added new properties to the Task resources and the TaskQueue Statistics API in TaskRouter, to enhance TaskQueue insights in scenarios when tasks are transferred to another TaskQueue.

The TaskRouter Task resource now has a new property task_queue_entered_date, which captures the time when the task entered its current TaskQueue.

The TaskRouter TaskQueue Statistics API has three new properties, LongestRelativeTaskSidInQueue and LongestRelativeTaskAgeInQueue, which provide the task SID of the task waiting in the TaskQueue the longest and its relative age in the TaskQueue, respectively.
WaitDurationInQueueUntilAccepted provides relative wait duration in the TaskQueue stats (avg, min, max, total) for tasks that were accepted while in this TaskQueue.

To learn more about the new Task field, please refer to our documentation on Task properties.
To learn more about the new TaskQueue Statistics API fields, please refer to our documentation on TaskQueue Real-time Statistics and TaskQueue Cumulative Statistics.

We have updated all Flex projects that use Automatic Updates to Flex UI 1.16.2.

This release of Flex UI introduces Chat and Messaging Transcripts for Flex Insights. Supervisors can now open a historical chat or messaging conversation from Flex Insights and see its content. While viewing the content, it is also possible to comment and assess these conversations.

Other notable changes:

• New Actions to programmatically send DTMF tones when there is an active voice connection.
• Flex Insights screens are accessible from top-level Flex navigation.
• Flex Insights Player opens directly within the dashboard instead of opening in a separate window. This significantly improves the speed with which you can scan through multiple calls or chats.
• You can now attach references to 3rd-party web content related to conversations – such as CRM records – and open these directly in Flex Insights.

For a full 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 Chat and Messaging Transcripts for Flex Insights. Supervisors can now open a historical chat or messaging conversation from Flex Insights and see its content. While viewing the content, it is also possible to comment and assess these conversations.

Other notable changes:

• New Actions to programmatically send DTMF tones when there is an active voice connection.
• Flex Insights screens are accessible from top-level Flex navigation.
• Flex Insights Player opens directly within the dashboard instead of opening in a separate window. This significantly improves the speed with which you can scan through multiple calls or chats.
• You can now attach references to 3rd-party web content related to conversations – such as CRM records – and open these directly in Flex Insights.

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

We have updated all Flex projects that use Automatic Updates to Flex UI 1.15.

This Flex UI release introduces minor fixes for chat interaction, a new Action for updating agent activity, and UI performance improvements.

For a full 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.