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- Data Model
- A complete list of attributes
- Insights extracts attributes from the following events:
- reservation.created
- reservation.rejected
- reservation.timeout
- reservation.canceled
- reservation.rescinded
- reservation.completed
- Changing task attributes during the task life cycle will not affect data in Flex Insights. Task attributes that are set when task is completed or canceled are passed to Flex Insights. No later updates to task attributes have impact on attributes and measures in Flex Insights.
- Add Additional Task Router Data
- Tip on linking task to conversation
- limit: 10 additional attribute values
- events where one can add to task router attribute
- Add agent/customer data
- Changing task attributes during the task life cycle will not affect data in Flex Insights. Task attributes that are set when task is completed or canceled are passed to Flex Insights. No later updates to task attributes have impact on attributes and measures in Flex Insights.
- TaskRouter Data in Flex Insights
- Labels
- Since labels don’t count toward the unique attribute value limit, they’re useful for capturing IDs and similar values (like CallSID, ChannelSID, or an external ID of a customer.)
- Export Report
- How often is Flex Insight Data Refreshed:
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- The default data refresh frequency is every 60 minutes, at the top of the hour. 15 minute refresh intervals may be available for your account. Submit a support ticket to request more information.
- You can check this information via the Analytics Portal by navigating to Data > Datasets. The Upload Time column indicates the timestamp of the latest data upload. Please note that a data refresh only happens if new events were generated since the last upload.
- Flex Insights has a data retention period of 24 months.
- Relevant blogs
- Segments
- Abandoned Conversation
- User roles needed to access Insights
- Handling Team vs Agent Team
- Set Time Zone