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Flex Insights vs Floor Walker Reports

Short answer: Flex Insights is Twilio's own historical reporting for Flex: hosted by Twilio, included in Flex's paid plans, refreshed every 60 minutes, and still labeled a public beta. Floor Walker Reports is a commercial alternative that reads the same TaskRouter and Studio events within seconds, keeps the reporting data in your Floor Walker environment (hosted for you, or in your own cloud or data center) and opens it to your BI tools. Stay with Flex Insights if it is already in your plan and its reports cover you; consider Floor Walker if you need fresher data, IVR journeys, per-queue service levels or direct access to your reporting data.

The comparison​

Flex InsightsFloor Walker Reports
Who runs itTwilio, hostedPart of Floor Walker: hosted for you by us, or installed in your own cloud or data center
LicensingPaid feature included in Flex's Active User Hour and Named User plansCommercial license from Floor Walker
Data freshnessRefreshed every 60 minutesSeconds, from Event Streams as events arrive
RetentionAt least 24 months for customers with fewer than 2,000 agentsConfigurable, 25 months by default
Custom dataUp to 10 custom conversation attributes and 10 measures, values up to 128 characters, plus labelsUnlimited named fields read from any task attribute
Service level thresholdOne global definition by default; per queue through custom metricsThreshold, target and short abandon per queue, applied to history
IVR and StudioBuilt around TaskRouter tasksEvery Studio execution stored as a journey and joined to the contact
Data outAnalytics Portal exports, raw report export API (CSV, up to 1 GB)Excel and CSV exports, nightly Parquet and CSV files, read-only reporting connection, reporting API, Metabase, MCP
Live viewsIts SLA settings apply to historical reporting, not the Real-time Queues ViewSame metric registry as the wallboard and supervisor console
History before you startEverything since it was enabled, within retention30 days of TaskRouter events, imported by the backfill

Flex Insights facts are from Twilio's documentation, linked under Sources.

What Flex Insights is​

Flex Insights, also called Historical Reporting, provides a historical view of conversations between agents and customers. It adds Dashboards, Analyze and Quality Management pages to Flex, and an Analytics Portal for custom dashboards, reports, custom metrics, data exports and scheduled email delivery. Twilio describes it as analytical rather than operational reporting.

Key facts from Twilio's docs:

  • It is in public beta, and public beta products are not covered by a Twilio SLA.
  • It is a paid feature included in the Active User Hour and Named User pricing plans.
  • Data refreshes every 60 minutes, and only when new events arrived since the last upload.
  • Retention is at least 24 months for customers with fewer than 2,000 agents.
  • Custom data comes from task attributes: up to ten custom conversation attributes and ten measures, with values cut at 128 characters. Attributes are captured when the task is completed or canceled; later changes are ignored.
  • The SLA threshold is global by default (60 seconds), changed through Twilio support; per-queue thresholds need custom metrics written in the portal's analytics language.

On April 16, 2026 Twilio announced "Enhanced Insights", which lets businesses ingest raw reporting data into their own applications and BI tools (press release). The release does not say how this relates to Flex Insights, so check the current Twilio docs for what is available on your account.

What Floor Walker Reports is​

Floor Walker Reports is part of Floor Walker. From Event Streams deliveries it keeps queue visits and agent legs, contacts, IVR and bot journeys and 15-minute intervals, as reporting data kept in your Floor Walker environment (How data flows). Every metric is defined once in a registry used by the reports, the wallboard and the Supervisor Console, so the same metric over the same period gives the same number everywhere (Metrics catalog).

What you get:

  • Standard reports for queues, agents, IVR, wrap-up outcomes, outbound, AI insights, coaching and cases; Explore for building your own; contact search with drill-down (Using reports).
  • Agents see only their own numbers, enforced on every request, not only on screen.
  • Per-queue service level settings applied to history (Service level).
  • Studio executions as IVR journeys with no changes to your flows (IVR journeys).
  • Hold time from the voice conference, since TaskRouter has no hold events.
  • Exports, email schedules, nightly Parquet and CSV files, a read-only reporting connection for your own BI tool, a reporting API and Metabase on request (Exports, Your own BI tools).
  • Ask AI for plain-language questions, which plans structured queries and never writes code or database queries, and an MCP server for AI assistants (Ask AI and MCP).

The trade-offs: it is another product to license, Ask AI needs AI to be enabled for your environment, and history starts at most 30 days before you switch on (Setup and backfill).

When Flex Insights is the better choice​

  • You want nothing beyond Flex. Twilio hosts it as part of Flex, with no other vendor or environment involved.
  • It is already in your plan. It is included in Flex's Active User Hour and Named User plans.
  • You rely on long history. Your Flex Insights data goes back to when you enabled it; Floor Walker can import only the last 30 days of TaskRouter events.
  • Your analysts already work in the Analytics Portal. Existing custom metrics, dashboards and Quality Management workflows stay where they are.
  • Hourly data is enough and the custom attribute limits do not bother you.

When Floor Walker Reports is the better choice​

  • You need today's numbers now, consistent with what the wallboard shows.
  • The IVR matters. You want containment and drop-off per Studio flow without creating tasks for it.
  • Queues have different targets and you want each queue's threshold applied to its history.
  • You report on many custom fields or long values from task attributes.
  • Data belongs in your warehouse. You want a read-only connection, nightly Parquet files and your own BI tool on reporting data that can stay in your own cloud or data center.
  • Your supervisors work in Hebrew.

You can also run both: Floor Walker Reports reads Event Streams and does not change your Flex Insights setup, so older history can stay in Flex Insights.

FAQ​

Does Floor Walker Reports replace Flex Insights completely?​

It covers historical reporting for queues, agents, IVR, outbound, AI insights and quality. It does not import Flex Insights history; only the last 30 days of TaskRouter events can be backfilled.

Is Flex Insights being discontinued?​

We found no retirement notice on twilio.com. Its docs still describe it as a public beta, and Twilio announced "Enhanced Insights" for raw data access in April 2026.

How fresh is the data in each?​

Flex Insights refreshes every 60 minutes. Floor Walker Reports updates as Event Streams deliveries arrive, typically within seconds, and rolls up 15-minute intervals every minute.

Can I use Power BI or Tableau?​

Flex Insights offers a raw report export API. Floor Walker gives a read-only reporting connection for Power BI, Tableau, Looker or Metabase, a reporting API, and nightly Parquet and CSV files.

Next steps​

Book a demo: hello@floorwalker.dev

Sources​