Twilio Flex reporting without Flex Insights: one set of definitions
· 8 min read
Historical reporting is the part of Twilio Flex that contact center teams ask us about most. The questions are rarely about missing charts. They are about trust: the wallboard said 82% service level at 4 p.m., the report the next morning says 77%, and nobody can explain the difference.
This post covers the decisions behind Floor Walker Reports and what they mean for the people who run a contact center on Flex.