Twilio Flex Plugins allow you to customize the appearance and behavior of Twilio Flex. If you want to learn more about the capabilities and how to use the API, check out our Flex documentation.
This Flex plugin captures several custom attributes for enhanced reporting capabilities in Flex Insights.
| Channel | Conversations Attribute | Description & Values |
|---|---|---|
| Voice | followed_by | "Transfer to Queue" or "Transfer to Agent" (future: "External Transfer") |
| Voice | destination | Transfer Queue Name (future: Agent Name or Phone Number for External Transfer) |
| Voice | conversation_measure_1 | Hold Count per segment (reservation) |
| Voice | conversation_label_9 | Customer Call Sid |
| Voice | conversation_label_10 | Conference Sid |
| Chat | first_response_time | Agent's First Message/Response Time |
| Chat | conversation_measure_2 | Total Message Count in the Chat Channel |
| Chat | conversation_measure_3 | Agent Message Count in the Chat Channel |
| Chat | conversation_measure_4 | Customer Message Count in the Chat Channel |
| Chat+Voice | conversation_attribute_4 | Pillar |
| Chat+Voice | conversation_attribute_5 | Program |
| Chat+Voice | hang_up_by | "Agent" if agent hung-up the call or ended the Chat. "Customer" if customer ended the Chat |
Note: This is the first version of this plugin. Additional attributes may be added as needed.
Please refer to the Flex Insights documentation to see which attributes are or are not populated by default:
https://www.twilio.com/docs/flex/end-user-guide/insights/data-model
and
Note: Conversation Labels are associated with their respective Conversations Attributes. If you’re storing a high cardinality value in conversation_label_x, then don’t store anything in conversation_attribute_x. Flex Insights will put the unique segment ID in the matching conversation_attribute. This allows you to use the label to filter a report.
https://www.twilio.com/docs/flex/developer/insights/labels#label-only-for-unique-values
Sample Report
Make sure you have Node.js as well as npm. We support Node >= 10.12 (and recommend the even versions of Node). Afterwards, install the dependencies by running npm install:
cd
# If you use npm
npm installNext, please install the Twilio CLI by running:
brew tap twilio/brew && brew install twilioFinally, install the Flex Plugin extension for the Twilio CLI:
twilio plugins:install @twilio-labs/plugin-flex@betaRun twilio flex:plugins --help to see all the commands we currently support. For further details on Flex Plugins refer to our documentation on the Twilio Docs page.