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.
Before you start working with your contact center data, use this article to familiarize yourself with Flex Insights terms.
A person in your contact center who handles conversations with customers. Also known as Operator, Representative, or Worker.
The team that an agent is currently assigned to.
An assessment of a conversation (or part of a conversation). An assessment can be either:
A communication channel you use to talk to your customer. For example, chat, email or phone calls.
A conversation is a contact with a single customer. A conversation may have multiple segments if the customer is in contact with multiple agents or switches communication channels.
A person that is outside of your contact center whom you contact (or who contacts you).
The detection of a phrase or pattern in a conversation, either by speech or text analytics.
The team that the agent belonged to when handling a conversation with a customer.
A conversation initiated by a customer from outside of your contact center.
A conversation between two agents.
A numeric reporting value that may be calculated from any data in Flex Insights. Measures may be individual values such as Talk Time, or may be based on more complex formulas, such as one that estimates costs in your contact center. Also known as KPI.
A conversation with a customer that initiated from within your contact center.
A "waiting line" of sorts. Customers wait in queues when there is no available agent to take their inbound request.
The result of a scored Assessment, expressed in either points or percentages.
A part of a conversation. For example, one call between a customer and an agent.
A defined pattern used to search conversations. It can be a phrase, a set of phrases, or a more complex pattern.
The lowest level organization unit in your contact center. A team typically consists of 5 to 15 agents. Teams usually have an on-site Team Leader who listens to calls and coaches agents on performance.
The work that an agent performs after talking to the customer. For example, inputting information about the conversation into a CRM system.