For Customers building HIPAA-compliant workflows, Twilio will redact any TaskRouter Attributes that could contain PII (per definition of the Attribute field) from ingressing into Flex Historical Insights. For more information on HIPAA for Flex Insights, please review our detailed documentation.
Flex Insights (also known as Historical Reporting) is currently available as a public beta release and the information contained in the Flex Insights documentation is subject to change. This means that some features are not yet implemented and others may be changed before the product is declared as generally available. Public beta products are not covered by a Twilio SLA.
Any reference to "Historical Reporting," "Flex Insights API," "Flex Insights Historical Reporting," or "Flex Insights Historical Reporting API" in the Flex Insights documentation refers to Flex Insights.
Individual TaskRouter events are connected into a single Analytics Data Model that provides a unified look at conversations and their contexts across multiple contact centers and customer management systems. We transform and clean data to make it ready to consume and analyze.
Flex Insights provides a wide context for conversations, giving you the most insight possible. Not all data is available from Twilio out-of-the-box, as this data might include CRM customer details, customer satisfaction surveys, data from non-voice channels, or data from other call center solutions.
TaskRouter's Worker is an Agent in Insights. We call people who handle conversations with customers Agents. There are a number of different names for workers in contact centers including Advisors, Agents, Associates, Customer Support Specialists, Operators, Representatives, Workers, and more. We historically use Agents in documentation to make it consistent for the widest audience possible.
TaskRouter's Task has no direct representation in Insights. You can say that a Task is roughly one Segment of a Conversation. This may, however, differ, as Insights may split tasks into multiple Segments to properly represent transfers and other scenarios. See Datasets in Analytics Data Model and Conversation Structure for how conversations look like in Insights.
TaskRouter's Call may be directly represented as a Conversation in Insights. However multiple Calls in TaskRouter may be represented as a single Conversation to better represent the actual scenario. One of the examples is when a customer calls in and TaskRouter creates another Call to connect the customer with the Agent. This appears as two Calls in TaskRouter but as a single Conversation in Insights.
Measures based on this data will be available out-of-the-box:
All the available measures can be sliced by the following attributes:
TaskRouter provides a set of attributes that are provided with each task by default. We extract these and save them as corresponding attributes and measures in Insights.
The list of attributes that we extract from TaskRouter events:
Sid
is not used in Insights
AccountSid
is used for splitting TaskRouter traffic to individual analytical workspaces
WorkspaceSid
is not used in Insights
WorkflowSid
is not used in Insights
WorkflowName
to Conversations ▸ Workflow
Attributes
used for extracting
properties added by VoiceML
and
custom properties
Age
is not used in Insights, we use events timestamps instead
Priority
is not used in Insights
TaskQueueSid
to Conversations ▸ Handling Team
AssignmentStatus
is not used in Insights
Reason
to Conversations ▸ Outcome
DateCreated
is not used in Insights
DateUpdated
is not used in Insights
Timeout
is not used in Insights
TaskChannelSid
is not used in Insights
TaskChannelUniqueName
to Conversations ▸ Channel
Addons
is not used in Insights
Properties extracted from Task events:
TaskSid
used to uniquely identify the task within Insights
TaskAttributes
used for extracting
properties added by VoiceML
and
custom properties
TaskAge
is not used in Insights, we use events timestamps instead
TaskQueueName
to Conversations ▸ Handling Team Name
TaskQueueSid
to Conversations ▸ Handling Team ID
TaskPriority
is not used in Insights
TaskAssignmentStatus
is not used in Insights
TaskCanceledReason
to Conversations ▸ Outcome
TaskCompletedReason
to Conversations ▸ Outcome
Properties extracted from Worker
events:
WorkerSid
is used to uniquely identify agents in Insights
WorkerName
to Agents ▸ Full Name
WorkerAttributes
used for extracting
custom properties
WorkerActivitySid
is not used in Insights
WorkerActivityName
to Activities ▸ Activity
Properties extracted from the TaskAttributes
property:
from_country
to Customers ▸ Country for inbound calls
called
to Customers ▸ Phone for outbound calls
to_country
to Customers ▸ Country for outbound calls
to_city
to Customers ▸ City for outbound calls
to_state
to Customers ▸ State for outbound calls
caller_country
to Customers ▸ Country for inbound calls
call_status
is not used in Insights
call_sid
is used for connecting tasks into a single Conversation with multiple Segments
account_sid
is used for splitting TaskRouter traffic to individual analytical workspaces
from_zip
to Customers ▸ ZIP for inbound calls
from
to Customers ▸ Phone for inbound calls
direction
to Conversations ▸ Direction
called_zip
to Customers ▸ ZIP for outbound calls
caller_state
to Customers ▸ State for inbound calls
to_zip
to Customers ▸ ZIP for outbound calls
called_country
to Customers ▸ Country for outbound calls
from_city
to Customers ▸ City for inbound calls
called_city
to Customers ▸ City for outbound calls
caller_zip
to Customers ▸ ZIP for inbound calls
api_version
is not used in Insights
called_state
to Customers ▸ State for outbound calls
from_state
to Customers ▸ State for inbound calls
caller
to Customers ▸ Phone for inbound calls
caller_city
to Customers ▸ City for inbound calls
to
to Customers ▸ Phone for outbound calls
If you need to add data not provided by TaskRouter out-of-the-box, you can check how to add custom data task and worker attributes. See the documentation on TaskRouter built-in task attributes.