Voice Insights, accessed directly from the Twilio Console, shows a variety of metrics around the quality of every call being made through Twilio.
TripActions leverages Twilio’s custom chat platform, Twilio Flex, for our home-grown travel agent chat tool to give our customers the best possible chat experience. Hold Time Metric SLA Metric Assessments. “With number tracing information, packet transfer rates, and latency times, we’re able to help our customers trace call quality issues to the source, whether it’s a carrier issue or a problem with their office network,” Fisher continues, allowing for faster resolution of issues so customers can get their phone sale operations back up and running as quickly as possible. Furthermore, Twilio Voice Insights provides a whole other layer of visibility into customers’ usage and traffic. Use the rich, visual conversations Player to navigate conversations swiftly.Agents, Team Leaders, and Supervisors can provide feedback to agents, comment on conversations, and Okta) by leveraging them to provision user access to Flex Insights; adding these capabilities is as simple as defining Insights user roles for a given user.Flex Insights roles only define the level of application permissions within Insights.
roles; email; You do not need to specifically claim a UserId, as it is already in the request itself. But, setting up reliable call tracking is hard to do well. You can also set alerts for KPI metrics to get notifications when thresholds are breached. Flex includes the following roles: The user data sent to Flex from the Identity Provider is stored in the TaskRouter Worker attributes. Phone sales “are a big deal and are still highly relevant even with the increased focus on digital sales,” explains Todd Fisher, CEO of CallTrackingMetrics. Twilio Flex Insights provides insight into conversations between agents and customers. This setup allows you to act only when your attention is needed, saving you time on regularly checking for updates.The Flex Insights Analyze view provides drag-and-drop tools that allow you to create custom tables and charts based on any data available in Flex Insights.Twilio Flex Insights keeps data down to the individual conversation level. First visit Twilio Function Configuration and add twilio-flex-token-validator as an One of CallTrackingMetrics’ customers realized that they only had two phone lines available for customers to call, and that customers weren’t able to leave a voicemail because the mailbox was full. Alongside Twilio’s reliability, their support team has been available to answer questions as they arose. It is an intelligent aggregation function that uses the original metric to calculate the aggregation (instead of simply summing or averaging individual rows). Introducing Flex Insights The contact center plays an important role within an organization as a strategic asset that drives customer loyalty, innovation and growth. Once the client started using CallTrackingMetrics, they realized that the same ad was also responsible for generating 350 phone calls per month, significantly increasing the ROI of their marketing campaign. As CallTrackingMetrics grows, “we can provide more of our users with access to Twilio.com and trust that it’s secure.”CallTrackingMetrics solution enables customers to optimize their marketing campaigns across a variety of channels. Executive Assistant & Site Administrator Bangalore City Municipal Corporation Layout, …
Now that we have Twilio Insights, our customer gained visibility into what was happening and were able to scale more effectively,” continues Fisher.Twilio’s web interface provides clear and succinct updates on what is happening across their business.
If you’re interested in learning how you can accelerate your own innovation with Flex, be sure to check out these sessions:Developing a robust digital strategy is both a challenge and an opportunity.