Product changelog and announcements

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.

In new TaskRouter projects and Flex projects, TaskRouter workspaces are now always multitasking and TaskRouter no longer supports switching the workspace from multitasking to single-tasking.

Existing projects with single-tasking workspaces are excluded from this change.

To learn more about multi-tasking in TaskRouter, refer to our documentation on multitasking.

Previously, when a TaskQueue had been configured for multi-reservation of workers, TaskRouter would try to establish an audio connection for every worker that accepted the reservation request, before rescinding all but one reservation. In rare circumstances, that could lead to more than one worker being placed into conference with the customer.

Now, TaskRouter will only establish the audio connection for the first worker accepting the reservation, while all other worker reservations are immediately rescinded.

To learn more about multi-reservation in TaskRouter, refer to our documentation on multi-reservation in TaskQueues.

The Twilio Debugger now reports on uncaught exceptions or console.error messages that are triggered from the Flex UI or Flex Plugins. In addition to the Debugger, these notifications can also be consumed via the Debugger Webhooks and Alert Triggers.

You can enable the Debugger Integration on the Pre-Release Features Page in the Flex Admin UI. Learn more about how to use the integration by visiting our End User Guide.

This release of Flex UI 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.

You can now record voice calls in Flex with two distinct channels, one per party in the conversation. This allows call center managers and quality supervisors to focus on just the customer or just the agent when analyzing calls. The voice player within Flex Insights will separate both channels and highlight who was talking during the conversation.

Visit our documentation for details on enabling and accessing these recordings.

TaskRouter no longer immediately deletes tasks if they pass the final step in a workflow without an accepted reservation. After the Workflow Timeout event, these tasks will now transition to Canceled, and the relevant events are being emitted via the TaskRouter REST API Events Resource.

To learn more about the lifecycle of a task, refer to our documentation on task state and workflow execution.