16th January 2024

New: Twilio Flex Insights 'How To' Video Series

Building on our Complete Introduction To Twilio Flex Insights, Head of Customer Success Nadine Norton has been busy creating a series of videos to help you get the most out of Flex Insights.

The initial six-part series covers:

  • Getting Started
  • Out-of-the-Box Features
  • Customer Service Metrics
  • Key Terms
  • Agent Conversation Assessment
  • Amending Dashboards and Reports

Below is the complete first series for your viewing pleasure. Please do not hesitate to contact us if you need help with set-up or refinement.

Getting Started

How-to get started with Flex's build-in analytics and insights platform. Featuring: signing-up for a paid plan (required to access Flex Insights), enabling call recordings, out-of-the-box metrics (such as 'abandoned conversations', 'handles conversations', 'queue time' and many more), dashboards, filters and the Analyse tab.

Out-of-the-Box Features

An overview of out-of-the-box features, including: metrics, built-in dashboards, reports, Service Level Agreements (SLAs), drag-and-drop functionality, speech essentials, workload, data sets, workflows and agent activity and feedback.

Customer Service Metrics

A look at the specific customer service metrics available in Flex Insights, and how they can be used in various reports. Covering 'Handled Conversations', 'Abandoned Conversations', 'Hold Time', Useful Averages,' and more.

Key Terms

Giving you a better understanding of the key terms within Twilio Flex Insights, including: 'Conversation', 'Segment', 'Wrap Up', 'Handling Time', 'Experience Time', 'Channel'. Also covering reporting terms such as 'Agent', 'Team', 'Queue', and more.

Agent Conversation Assessment

Assess the quality of conversations between agents and customers. Listen to calls. Provide feedback. Create questionnaires to better understand agent and customer experience. Build self-evaluation tools, and create reports and dashboards to monitor it all.

Amending Dashboards and Reports

The quickest way to get started with Flex Insights is making a copy of a report that comes out of the box and customising it to fit your needs. This video covers tweaking existing reports and adding reports to custom dashboards.

What next?

We hope you find these videos useful; please do let us know what you would like Nadine to cover in Flex Insights next! If you need help in perfecting a complete overview of your contact centre options, please don't hesitate to get in touch.

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