Building on Twilio Flex, the programmable contact center.
View All TagsHistorical 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.
Every outbound dialer answers one question, many times a minute: how many numbers should we dial right now? Dial too few and agents sit idle listening to ringing. Dial too many and a customer says "hello" to silence because no agent is free.
Twilio provides the building blocks: voice calls, answering machine detection (AMD), task routing and Flex. It does not decide how many calls to place. This post explains how the Floor Walker dialer makes that decision, and what it means for the people running a campaign and the customers it calls.
A supervisor reviewing a Twilio Flex conversation wants to press play on that conversation and see what the agent saw. That sounds like "one video per task" until you watch an agent work: a voice call open, two chats waiting, a WhatsApp thread they come back to every few minutes. The screen is one picture; the conversations overlap.
This post explains how Floor Walker's screen recording handles that, and what it means for the people who review recordings. The short version: we record each agent's screen once, in parts of about 30 seconds, label every part with the conversations that were open while it was recorded, and give each conversation its own recording made of the parts that carry its label.