Connection settings for Twilio Flex

The following fields appear if you select Twilio as the ACD.

NOTE   Only a system administrator can create a new Twilio Flex ACD on the System Administrator ACD Configuration page. After created, your Twilio Flex tenant appears as an ACD in the ACD Name drop-down list and can be further customized by tenant administrators.

Click the Twilio Config button to access the Twilio Configuration page.

NOTE   The available fields vary depending on whether you are logged in as a system administrator or tenant administrator, and they vary depending on if Quality Management (QM) and/or Workforce Management (WFM) was selected as an enabled product.

Field Description

ACD Name

A drop-down list of available ACDs.

Twilio Flex Configuration Information

Field Description

Twilio Account SID

The ID of the system where Twilio Flex is configured. This is similar to a Calabrio ONE Tenant ID. The string value must start with “AC.”

Twilio Auth Token

The authentication token, generated in Twilio, that Calabrio ONE uses to authenticate the Twilio Account SID.

Twilio Flex Workspace SID

The specific workspace Calabrio ONE pulls. There can only be one workspace Flex instance. Sub workspaces are not supported.

Twilio Flex Insights Username

(Classic WFM Only) The Twilio Flex Insights username that is used to pull historical data for WFM.

Twilio Flex Insights Password

The password for the Twilio Flex Inisights user account that is used to pull historical data for WFM.

Time Zone

The time zone that matches the timezone configured in Flex Insights. By default this is set to the tenant’s timezone.

Agent Name Format

The format for the first and last names of all agents.

Calabrio Configuration Information

Field Description

Calabrio API Username

The Calabrio ONE service account username. This is required for uploading data to the correct tenant. This user needs to be created in the tenant and given the correct permissions to upload data. This is required for both QM and WFM.

Calabrio API User Password

The Calabrio ONE service account password.

Products Enabled

The product enabled check boxes can only be configured on the System Administrator ACD Configuration page.

Field Description

Quality Management

Quality Management has been purchased as a Calabrio ONE product.

Workforce Management

Workforce Management has been purchased as a Calabrio ONE product.

Metadata Mapping

(Quality Management only) This section allows you to define which Twilio task attributes, including complex object-based attributes, are synced over with Twilio contacts if you have Quality Management enabled as a product. This is required in order to map additional Twilio Flex task attributes as custom metadata inCalabrio ONE. Enter the Twilio task attribute name exactly as it appears in the attributes of your Twilio tasks. For object-based attributes, enter them in the format <Object Name> and <Attribute Name> . Using the drop-down list, you can choose which custom metadata field a particular task attribute should be mapped to in Calabrio ONE.

NOTE   Metadata mapping is not supported for attributes nested more than one level below an object.

NOTE   Custom metadata fields must first be created in Metadata Manager (located at Application Management > QM > QM Configuration > Metadata Manager).

Enable RTE Messaging for Screen Recording

(Quality Management only) Selecting this check box allows screen recording for the configured ACD.

Historical Data Capture

(Workforce Management only) Configuring this section enables Calabrio ONE to look for the Twilio Flex Insights WFM Historical Data Report to add task queues and real-time adherence data to the sync process. Your Twilio Flex account information you gathered as a prerequisite for Workforce Management is entered in the fields of this section.

Field Description

Twilio Flex Workspace ID

(Classic WFM only) The Flex Insights project ID for the Twilio Flex Insights project associated with the Twilio Account SID.

Agent Productivity Data Report ID (Classic WFM only) The unique ID for the Agent Productivity Data report.
Queue Historical Data Report ID (Classic WFM only) The unique ID for the Queue Historical Data report.
Service Queue (Classic WFM only) (Optional) The Calabrio ONE service queue where agent productivity data not associated with a Twilio task queue is stored.

Agent State Mapping

(Workforce Management only) This section allows you to map specific Twilio activities to specific Calabrio ONE states for adherence if you have WFM enabled as a product. The “Hold” state is pre-configured and does not need to be mapped. Mappings can be edited or deleted by selecting the Edit Mapping or Delete icons to the right of the Enable State Reason Code sliders. Toggle the Enable State Reason Code slider to show the Twilio activity names in the Schedule Adherence drawer.

NOTE   The slider is only available for activities mapped to the Not Ready state in Calabrio ONE.

Field Description

Hold

The agent has placed the contact on hold. This is pre-configured and cannot be altered.

Talking

The agent is on a contact. This is pre-configured.

Ready

The agent is ready to accept contacts from the ACD.

Not Ready

The agent is not accepting contacts from the ACD. In many ACDs, a numeric reason code might accompany this state to indicate the reason for the state change.

Logout

The agent has logged out of the ACD. In many ACDs, a numeric reason code might accompany this state to indicate the reason for the state change.

Work Not Ready

The agent is doing after-contact work and will enter a Not Ready state when finished.

Work Ready

The agent is doing after-contact work and will enter a Ready state when finished.