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16th January 2024
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:
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.
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.
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.
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.
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.
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.
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.
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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