Twilio - CSI for Flex: Twilio to WFM data mapping

The following table lists the metrics used from the Twilio Flex report and how the metrics map to the data stored in WFM. The fields are located in the QUEUEHISTORYTIMESERIES table in the BPMAIN database:

Twilio Flex Metric	WFM Field
Concatenation of Queue, Direction, and Channel fields. For example: Queue_Direction_Channel	Group ID
Calls (Offered Tasks)	Calls
Average Handling Time	Average Handling Time
Abandons	Abandons
Service Level	Service Level The Twilio Flex Field only provides the number of tasks that met the service target level. To get a percentage figure, WFM calculates as: Service Level * 100 / Calls
Average Speed of Answer	Average Speed of Answer
Volume Handled	Volume Handled

The adapter does not capture the Staffing, Backlog, Occupancy, or Chats Replied metrics because no suitable metric is available using the Flex Insights reporting engine.