Twilio - CSI for Flex overview

The Twilio - CSI for Flex adapter integrates with the Flex Insights module that provides reporting capabilities for a Twilio Flex instance.

High-level flow

In the Flex Insights module, there is a Verint Queue Report that must be used. The report is pre-configured so can be used without any changes required.

The adapter uses the Twilio Flex API to request that the Verint Queue Report is downloaded on a rolling basis covering the previous 15-minute interval. The adapter takes the report file and creates a standard BPI format that is imported into WFM using the converter component of the adapter.

Example: Verint Queue Report

The report from Twilio Flex shows the following:

Then, the Twilio - CSI for Flex adapter takes the report from Twilio Flex and creates a BPI report For example:

Bluepumpkin Report

Date: 09/30/2020

Start Time: 15:00

GROUPID,CALLS,AHT,ABANDONS,SL,ASA,VOLUMEHANDLED

Everyone_Inbound_Chat,2,249.5000000000000000,,2,7.0000000000000000,2

Everyone_Inbound_Call,1,530.0000000000000000,,1,7.0000000000000000,1

Security

All API communication with Twilio is performed over an HTTPS connection by default.