Reports
Historical reporting for a Twilio Flex contact center, in place of Flex Insights. Reports cover queues, agents, the IVR and bots, wrap-up outcomes, outbound calls, AI insights, coaching and cases, from one data model kept in your Floor Walker environment.
- Live data. Reports fold the same Event Streams deliveries as the wallboard, the moment they arrive. Today's numbers are seconds old, not an hour.
- Your definitions. Service level threshold, target and short-abandon threshold per queue, applied to history too. Custom report fields from any task attribute, without count or length limits.
- Before the task. Every Studio execution becomes an IVR or bot journey, joined to the contact, with no changes to your flows.
- One set of numbers. The wallboard, the Supervisor Console and the reports count with the same metric definitions, so the same metric over the same period is the same number everywhere.
- Open. Exports to Excel and CSV, scheduled emails, nightly Parquet and CSV files, a read-only connection for your own BI tool, plain-language questions, a reporting API and an MCP server for AI assistants.
- English and Hebrew throughout, including exports.
Who uses what
| For | Where | What |
|---|---|---|
| Supervisors and admins | Flex side navigation → Reports, or the reports console at https://<your-floor-walker-host>/reports/ | Standard reports, Explore, contact search with drill-down, Ask AI, settings |
| Agents | The same places | Their own numbers only: My performance, My time, and the contacts they took part in |
| Analysts and your own BI | A read-only reporting connection, nightly files, the reporting API | Power BI, Tableau, Looker or Metabase; Parquet and CSV per day. See Your own BI tools |
| AI assistants | The MCP server | MCP tools: list metrics, query, ask, search contacts |
How data flows
Twilio sends the contact center's events to Floor Walker as they happen, through Event Streams in your Twilio account. From them Floor Walker keeps:
- queue visits and agent legs: every time a task waits in a queue, and every agent's part of it (ring, talk, hold, wrap-up);
- contacts: one record per customer contact, end to end, across transfers;
- IVR and bot journeys: every Studio execution, step by step, joined to its contact (see IVR and Studio journeys);
- 15-minute intervals per queue and per agent, including time in each TaskRouter activity.
The business rules (offered, abandoned, within service level) are decided once, when the data is stored, so every report, export and screen counts the same way. See the Metrics catalog.
Compared with Flex Insights
| Flex Insights | Floor Walker Reports | |
|---|---|---|
| Freshness | Batch, about an hour | Seconds, same pipeline as the wallboard |
| IVR and bots | Not visible unless every flow creates a dummy task | Studio executions joined to the contact, plus milestones |
| Custom data | A fixed number of short custom attributes | Unlimited named fields from task attributes |
| Service level thresholds | Global | Per queue, set by supervisors, applied to history |
| Hebrew and right-to-left | No | Yes |
| Own BI or warehouse | Export API | Read-only reporting connection, reporting API, nightly Parquet and CSV |
| AI | Not included | AI analysis per interaction, questions in plain language, MCP |
| Matches the live views | No | Yes, one metric registry |
TaskRouter keeps 30 days of events, so the backfill can bring in the last 30 days. Older history stays in Flex Insights (or its export).
In this section
| Page | Covers |
|---|---|
| Using reports | The Reports view in Flex and the reports console: standard reports, Explore, Contacts |
| Metrics catalog | What each metric and dimension means |
| Service level settings | Per-queue threshold, target and short abandon |
| Saved reports and email schedules | Saving, sharing and emailing reports |
| Exports | Excel and CSV downloads, nightly open data files |
| IVR and Studio journeys | Journeys, exit types, caller input, milestones |
| Your own BI tools | Power BI, Tableau, Looker or Metabase on your reporting data |
| Ask AI and MCP | Questions in plain words, the MCP server |
| Setup and backfill | Enabling reports, hold capture, custom fields, the 30-day import, retention |
| Reporting API | Queries, exports, open data files and IVR milestones for your own systems |