diff --git a/README.md b/README.md index 12efae70d..ac8cf748d 100644 --- a/README.md +++ b/README.md @@ -22,6 +22,14 @@ The template provides a means to manage all of the assets which make up a Flex s Furthermore, with the rich library of examples and conventions, developers can quickly see how to approach different problems on the platform by seeing working code that they can easily reverse engineer. +### Flex Plugin Library + +If you are primarily looking to add common contact center functionality to Flex, we recommend starting with the plugins from the [Flex Plugin Library](https://www.twilio.com/docs/flex/developer/plugins/plugin-library) to support your use case. These plugins are maintained and supported by Twilio, and many are derived from the most popular features included in the template. + +Using plugins from the Plugin Library reduces the custom code footprint and total cost of ownership of your solution. Please be aware they cannot be customized and must be deployed and configured manually via the Flex Admin user interface. In case you have already developed, or plan to develop, custom code that modifies Flex actions or components, it is necessary to validate that those modifications don’t conflict with the standard plugin(s) you are planning to deploy from the Plugin Library. Depending on your use case, you may wish to use only plugins from the Plugin Library, or only the template, or a mix of both. + +If you plan to use plugins from the Plugin Library alongside this template, please [remove the corresponding template feature(s)](https://twilio-professional-services.github.io/flex-project-template/building/feature-management/remove-features) to prevent conflicts. + ## How do I get started? Installing the template in your Twilio account is fast and easy. [Follow this step-by-step guide to install the template](https://twilio-professional-services.github.io/flex-project-template/getting-started/install-template) in under 10 minutes. diff --git a/docs/docs/00_introduction.md b/docs/docs/00_introduction.md index 973df8888..5aad20c56 100644 --- a/docs/docs/00_introduction.md +++ b/docs/docs/00_introduction.md @@ -13,7 +13,7 @@ The _Flex Project Template_ is a starting point for Flex solutions of any size. - It can be used for large projects or simple standalone features - Many of the most common features requested by Flex customers [are already packaged in the template](/feature-library/overview) - Each feature is self-contained and easily removed if desired -- Features can be turned on and off using an [adminstration panel](/feature-library/admin-ui) +- Features can be turned on and off using an [administration panel](/feature-library/admin-ui) - You can [deploy this solution and use it to build in just a few minutes](/getting-started/install-template) by providing your account SID, API key, and API secret. ## Why use this template? @@ -24,6 +24,14 @@ The template provides a means to manage all of the assets which make up a Flex s Furthermore, with the rich library of examples and conventions, developers can quickly see how to approach different problems on the platform by seeing working code that they can easily reverse engineer. +### Flex Plugin Library + +If you are primarily looking to add common contact center functionality to Flex, we recommend starting with the plugins from the [Flex Plugin Library](https://www.twilio.com/docs/flex/developer/plugins/plugin-library) to support your use case. These plugins are maintained and supported by Twilio, and many are derived from the most popular features included in the template. + +Using plugins from the Plugin Library reduces the custom code footprint and total cost of ownership of your solution. Please be aware they cannot be customized and must be deployed and configured manually via the Flex Admin user interface. In case you have already developed, or plan to develop, custom code that modifies Flex actions or components, it is necessary to validate that those modifications don’t conflict with the standard plugin(s) you are planning to deploy from the Plugin Library. Depending on your use case, you may wish to use only plugins from the Plugin Library, or only the template, or a mix of both. + +If you plan to use plugins from the Plugin Library alongside this template, please [remove the corresponding template feature(s)](/building/feature-management/remove-features) to prevent conflicts. + ## How do I get started? Installing the template in your Twilio account is fast and easy. [Follow this step-by-step guide to install the template](/getting-started/install-template) in under 10 minutes. diff --git a/docs/docs/feature-library/00_overview.md b/docs/docs/feature-library/00_overview.md index f8bf6496f..4ef07f853 100644 --- a/docs/docs/feature-library/00_overview.md +++ b/docs/docs/feature-library/00_overview.md @@ -7,65 +7,65 @@ hide_table_of_contents: true import Tabs from "@theme/Tabs"; import TabItem from "@theme/TabItem"; -The **Flex Project Template** comes with a set of features enabled by default within the Flex configuration, along with additional features that can be enabled. +The **Flex Project Template** comes with a set of features enabled by default within the Flex configuration, along with additional features that can be enabled. Features that are also available from the [Flex Plugin Library](https://www.twilio.com/docs/flex/developer/plugins/plugin-library) are marked in the "Library" column. -| Feature | Description | -| ------------------------------------------------------------------ | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------- | -| [Admin UI](admin-ui) | _adds a feature settings view to Flex for customizing the template_
**note by default this is disabled locally as this feature is only intended for hosted Flex.* | -| [Agent Automation](agent-automation) | _adds auto accept and auto wrapup behaviors to agent desktop_ | -| [Attribute Viewer](attribute-viewer) | _easily view task and worker attributes within Flex_ | -| [Canned Responses](canned-responses) | _provide agents with pre-canned chat responses_ | -| [Callbacks and Voicemail](callback-and-voicemail) | _introduce support for callback and voicemail tasks_ | -| [Caller ID](caller-id) | _provide agents with means to select their caller id when dialing out_ | -| [Conference (external)](conference) | _provide agents the ability to conference in external numbers_ | -| [Contacts](contacts) | _adds contact directories and provides a list of recent contacts_ | -| [Conversation Transfer](conversation-transfer) | _introduce conversation-based messaging transfer functionality for agents_ | -| [Custom Transfer Directory](custom-transfer-directory) | _customize the agent and queue transfer directories_ | -| [Datadog Log Integration](datadog-log-integration) | _forward logs emitted by the template to datadog_ | -| [Dispositions](dispositions) | _provide agents the ability to select a disposition/wrap-up code and enter notes_ | -| [Emoji Picker](emoji-picker) | _adds an emoji picker for messaging tasks_ | -| [Enhanced CRM Container](enhanced-crm-container) | _optimize the CRM container experience_ | -| [Hang Up By Reporting](hang-up-by) | _populates the Hang Up By and Destination attributes in Flex Insights_ | -| [Inline Media](inline-media) | _render chat message attachments inline_ | -| [Internal Call (Agent to Agent)](internal-call) | _provide agents the ability to dial each other_ | -| [Keyboard Shortcuts](keyboard-shortcuts) | _configure default and custom keyboard shortcuts for Flex_ | -| [Park interaction](park-interaction) | _provide agents the ability to park interactions, preserving conversation history_ | -| [Pause Recording](pause-recording) | _provide agents the ability to temporarily pause and resume call recording_ | -| [Schedule Manager](schedule-manager) | _a flexible, robust, and scalable way to manage open and closed hours for Twilio Flex applications_ | -| [Scrollable Activities](scrollable-activities) | _allow the scrolling of the activities list_ | -| [Supervisor Barge & Coach](supervisor-barge-coach) | _introduce advanced supervisor barge and coach features_ | -| [Supervisor Capacity](supervisor-capacity) | _allow supervisors to update worker capacity configuration within Flex_ | -| [Supervisor Complete Reservation](supervisor-complete-reservation) | _allows supervisor to remotely complete agent tasks_ | -| [Teams View Enhancements](teams-view-enhancements) | _adds optional columns (Team, Dept, Location, Skills) to the Workers Table.
enable task highlighting based on task age_ | -| [Teams View Filters](teams-view-filters) | _adds additional filtering options to the supervisor teams view_ | -| [Worker Canvas Tabs](worker-canvas-tabs) | _consolidates the worker canvas sections into tabs_ | -| [Worker Details](worker-details) | _view or update worker attributes_ | +| Feature | Description | Library | +| ------------------------------------------------------------------ | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ------- | +| [Admin UI](admin-ui) | _adds a feature settings view to Flex for customizing the template_
**note by default this is disabled locally as this feature is only intended for hosted Flex.* | | +| [Agent Automation](agent-automation) | _adds auto accept and auto wrapup behaviors to agent desktop_ | ✅ | +| [Attribute Viewer](attribute-viewer) | _easily view task and worker attributes within Flex_ | | +| [Canned Responses](canned-responses) | _provide agents with pre-canned chat responses_ | ✅ | +| [Callbacks and Voicemail](callback-and-voicemail) | _introduce support for callback and voicemail tasks_ | | +| [Caller ID](caller-id) | _provide agents with means to select their caller id when dialing out_ | ✅ | +| [Conference (external)](conference) | _provide agents the ability to conference in external numbers_ | ✅ | +| [Contacts](contacts) | _adds contact directories and provides a list of recent contacts_ | | +| [Conversation Transfer](conversation-transfer) | _introduce conversation-based messaging transfer functionality for agents_ | ✅ | +| [Custom Transfer Directory](custom-transfer-directory) | _customize the agent and queue transfer directories_ | ✅ | +| [Datadog Log Integration](datadog-log-integration) | _forward logs emitted by the template to datadog_ | | +| [Dispositions](dispositions) | _provide agents the ability to select a disposition/wrap-up code and enter notes_ | ✅ | +| [Emoji Picker](emoji-picker) | _adds an emoji picker for messaging tasks_ | | +| [Enhanced CRM Container](enhanced-crm-container) | _optimize the CRM container experience_ | | +| [Hang Up By Reporting](hang-up-by) | _populates the Hang Up By and Destination attributes in Flex Insights_ | ✅ | +| [Inline Media](inline-media) | _render chat message attachments inline_ | | +| [Internal Call (Agent to Agent)](internal-call) | _provide agents the ability to dial each other_ | ✅ | +| [Keyboard Shortcuts](keyboard-shortcuts) | _configure default and custom keyboard shortcuts for Flex_ | | +| [Park interaction](park-interaction) | _provide agents the ability to park interactions, preserving conversation history_ | | +| [Pause Recording](pause-recording) | _provide agents the ability to temporarily pause and resume call recording_ | ✅ | +| [Schedule Manager](schedule-manager) | _a flexible, robust, and scalable way to manage open and closed hours for Twilio Flex applications_ | ✅ | +| [Scrollable Activities](scrollable-activities) | _allow the scrolling of the activities list_ | | +| [Supervisor Barge & Coach](supervisor-barge-coach) | _introduce advanced supervisor barge and coach features_ | ✅ | +| [Supervisor Capacity](supervisor-capacity) | _allow supervisors to update worker capacity configuration within Flex_ | ✅ | +| [Supervisor Complete Reservation](supervisor-complete-reservation) | _allows supervisor to remotely complete agent tasks_ | ✅ | +| [Teams View Enhancements](teams-view-enhancements) | _adds optional columns (Team, Dept, Location, Skills) to the Workers Table.
enable task highlighting based on task age_ | | +| [Teams View Filters](teams-view-filters) | _adds additional filtering options to the supervisor teams view_ | | +| [Worker Canvas Tabs](worker-canvas-tabs) | _consolidates the worker canvas sections into tabs_ | | +| [Worker Details](worker-details) | _view or update worker attributes_ | | --- -| Feature | Description | -| ------------------------------------------------------------ | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | -| [Activity Reservation Handler](activity-reservation-handler) | _synchronize agent activities to reservation states_ | -| [Activity Skill Filter](activity-skill-filter) | _manage visibility for activities based on agent skills_ | -| [Branding](branding) | _customize the Flex interface for your brand_ | -| [Chat Transfer](chat-transfer) | _introduce programmable chat transfer functionality for agents_ | -| [Conditional Recording](conditional-recording) | _prevent recording certain calls based on task attributes or queue when using the native recording functionality_ | -| [Custom Hold Music](custom-hold-music) | _customize the experience when an agent places a call on hold_ | -| [Device Manager](device-manager) | _provide agents the ability to select the audio output device_ | -| [Dual Channel Recording](dual-channel-recording) | _automatically record both inbound and outbound calls in dual channel_ | -| [Force Conference Region](force-conference-region) | _force conference creation to a specific region_ | -| [Localization](localization) | _adds the ability to view Flex in a different language_ | -| [Metrics Data Tiles](metrics-data-tiles) | _add custom Data Tiles with real-time channel metrics (Task Counts, SLA%) to the Queues View.
add custom Task and Activity Summary by team tiles to the Teams View_ | -| [Omni Channel Management](omni-channel-capacity-management) | _method for mixing chat and voice channels_ | -| [Queues Stats Metrics](queues-stats-metrics) | _add custom metrics columns to the Queues View_ | -| [Ring Notification](ring-notification) | _plays a ringtone sound for incoming tasks_ | -| [SIP Support](sip-support) | _adds call control functionality when using a non-WebRTC phone_ | +| Feature | Description | Library | +| ------------------------------------------------------------ | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ------- | +| [Activity Reservation Handler](activity-reservation-handler) | _synchronize agent activities to reservation states_ | ✅ | +| [Activity Skill Filter](activity-skill-filter) | _manage visibility for activities based on agent skills_ | ✅ | +| [Branding](branding) | _customize the Flex interface for your brand_ | | +| [Chat Transfer](chat-transfer) | _introduce programmable chat transfer functionality for agents_ | | +| [Conditional Recording](conditional-recording) | _prevent recording certain calls based on task attributes or queue when using the native recording functionality_ | | +| [Custom Hold Music](custom-hold-music) | _customize the experience when an agent places a call on hold_ | | +| [Device Manager](device-manager) | _provide agents the ability to select the audio output device_ | | +| [Dual Channel Recording](dual-channel-recording) | _automatically record both inbound and outbound calls in dual channel_ | ✅ | +| [Force Conference Region](force-conference-region) | _force conference creation to a specific region_ | | +| [Localization](localization) | _adds the ability to view Flex in a different language_ | | +| [Metrics Data Tiles](metrics-data-tiles) | _add custom Data Tiles with real-time channel metrics (Task Counts, SLA%) to the Queues View.
add custom Task and Activity Summary by team tiles to the Teams View_ | | +| [Omni Channel Management](omni-channel-capacity-management) | _method for mixing chat and voice channels_ | | +| [Queues Stats Metrics](queues-stats-metrics) | _add custom metrics columns to the Queues View_ | | +| [Ring Notification](ring-notification) | _plays a ringtone sound for incoming tasks_ | | +| [SIP Support](sip-support) | _adds call control functionality when using a non-WebRTC phone_ | | diff --git a/docs/docs/feature-library/_plugin-library-feature.md b/docs/docs/feature-library/_plugin-library-feature.md new file mode 100644 index 000000000..88be070d9 --- /dev/null +++ b/docs/docs/feature-library/_plugin-library-feature.md @@ -0,0 +1,3 @@ +:::info Also available in Flex Plugin Library +A version of this feature is also available in the [Flex Plugin Library](https://www.twilio.com/docs/flex/developer/plugins/plugin-library). If you prefer to use the Plugin Library version alongside the template, please [remove this feature](/building/feature-management/remove-features) from your instance of the template to prevent conflicts. +::: \ No newline at end of file diff --git a/docs/docs/feature-library/activity-reservation-handler.md b/docs/docs/feature-library/activity-reservation-handler.md index 3949b990d..9180eea7d 100644 --- a/docs/docs/feature-library/activity-reservation-handler.md +++ b/docs/docs/feature-library/activity-reservation-handler.md @@ -4,6 +4,9 @@ title: activity-reservation-handler --- import Tabs from "@theme/Tabs"; import TabItem from "@theme/TabItem"; +import PluginLibraryFeature from "./_plugin-library-feature.md"; + + ## Overview diff --git a/docs/docs/feature-library/activity-skill-filter.md b/docs/docs/feature-library/activity-skill-filter.md index e6c11e2b2..52ae8bb44 100644 --- a/docs/docs/feature-library/activity-skill-filter.md +++ b/docs/docs/feature-library/activity-skill-filter.md @@ -6,6 +6,9 @@ import Tabs from "@theme/Tabs"; import TabItem from "@theme/TabItem"; import Enabled from '/img/features/activity-skill-filter/feature-enabled.png'; import Disabled from '/img/features/activity-skill-filter/feature-disabled.png'; +import PluginLibraryFeature from "./_plugin-library-feature.md"; + + ## Overview diff --git a/docs/docs/feature-library/agent-automation.md b/docs/docs/feature-library/agent-automation.md index 9f29b294d..70144a75b 100644 --- a/docs/docs/feature-library/agent-automation.md +++ b/docs/docs/feature-library/agent-automation.md @@ -2,6 +2,9 @@ sidebar_label: agent-automation title: agent-automation --- +import PluginLibraryFeature from "./_plugin-library-feature.md"; + + This feature provides auto select, auto accept and auto wrap-up behavior for agent tasks. Wrap-up behavior can be optionally configured to allow agents to request extended wrap-up. Tasks qualify for a configuration set based on their channel and a set of required task and/or worker attributes. The first configuration set to match is the configuration set used. diff --git a/docs/docs/feature-library/caller-id.md b/docs/docs/feature-library/caller-id.md index da35d5cce..652fd453b 100644 --- a/docs/docs/feature-library/caller-id.md +++ b/docs/docs/feature-library/caller-id.md @@ -2,6 +2,9 @@ sidebar_label: caller-id title: caller-id --- +import PluginLibraryFeature from "./_plugin-library-feature.md"; + + This feature enables the user to define which number on the Twilio account to use when dialing outbound using the dialpad. diff --git a/docs/docs/feature-library/canned-responses.md b/docs/docs/feature-library/canned-responses.md index aeb5384ab..d930c6f2a 100644 --- a/docs/docs/feature-library/canned-responses.md +++ b/docs/docs/feature-library/canned-responses.md @@ -2,6 +2,9 @@ sidebar_label: canned-responses title: canned-responses --- +import PluginLibraryFeature from "./_plugin-library-feature.md"; + + The Canned Chat Responses feature helps demonstrate how Agents can select from a pre-determined list of chat responses from within the CRM panel or Message Input Actions within Flex. The canned responses are returned from a Twilio Serverless function, which is contained within the `../../../../serverless-functions/src/functions/features/canned-responses/flex/chat-responses.js` file. diff --git a/docs/docs/feature-library/conference.md b/docs/docs/feature-library/conference.md index da680baec..778122bc5 100644 --- a/docs/docs/feature-library/conference.md +++ b/docs/docs/feature-library/conference.md @@ -2,6 +2,9 @@ sidebar_label: conference title: conference --- +import PluginLibraryFeature from "./_plugin-library-feature.md"; + + When in a call, and the beta native external warm transfer functionality is not enabled, a "plus" icon is added to the call canvas where you can add an external number to the call. diff --git a/docs/docs/feature-library/conversation-transfer.md b/docs/docs/feature-library/conversation-transfer.md index 6edc16085..f6fadabb4 100644 --- a/docs/docs/feature-library/conversation-transfer.md +++ b/docs/docs/feature-library/conversation-transfer.md @@ -2,6 +2,9 @@ sidebar_label: conversation-transfer title: conversation-transfer --- +import PluginLibraryFeature from "./_plugin-library-feature.md"; + + This feature implements transferring of chats between agents and multiple agents in the same chat. It supports webchat, SMS and whatsapp that use [Flex Conversations](https://www.twilio.com/docs/flex/conversations). diff --git a/docs/docs/feature-library/custom-transfer-directory.md b/docs/docs/feature-library/custom-transfer-directory.md index 4b8f8348b..b4877c472 100644 --- a/docs/docs/feature-library/custom-transfer-directory.md +++ b/docs/docs/feature-library/custom-transfer-directory.md @@ -2,6 +2,9 @@ sidebar_label: custom-transfer-directory title: custom-transfer-directory --- +import PluginLibraryFeature from "./_plugin-library-feature.md"; + + This feature enables the replacement of the queue and worker transfer directories enabling the following behavior diff --git a/docs/docs/feature-library/dispositions.md b/docs/docs/feature-library/dispositions.md index f8138e6b0..f7fbcc13d 100644 --- a/docs/docs/feature-library/dispositions.md +++ b/docs/docs/feature-library/dispositions.md @@ -2,6 +2,9 @@ sidebar_label: dispositions title: Dispositions / wrap-up codes --- +import PluginLibraryFeature from "./_plugin-library-feature.md"; + + ## Overview diff --git a/docs/docs/feature-library/dual-channel-recording.md b/docs/docs/feature-library/dual-channel-recording.md index c683cb3e6..b6425b490 100644 --- a/docs/docs/feature-library/dual-channel-recording.md +++ b/docs/docs/feature-library/dual-channel-recording.md @@ -2,6 +2,7 @@ sidebar_label: dual-channel-recording title: dual-channel-recording --- +import PluginLibraryFeature from "./_plugin-library-feature.md"; :::info Native feature available Native dual-channel recording is now available and can be enabled via the Twilio Console. The first agent to join the call will be on the left channel, and the other participants on the right channel. See [the changelog entry](https://www.twilio.com/en-us/changelog/dual-channel-voice-conference-recordings) for more details, including restrictions and instructions to enable. @@ -9,6 +10,8 @@ Native dual-channel recording is now available and can be enabled via the Twilio This template feature will remain available for use cases that are not supported by the native feature. If you need the conditional recording functionality that this feature provides, you can use [the `conditional-recording` feature](/feature-library/conditional-recording) instead, which works with the native recording functionality. ::: + + There are various ways to enable call recordings with Twilio Flex. Let's outline those methods to better understand when using this custom solution would be preferable. 1. The simplest approach is to turn on "Call Recording" in [Flex Settings](https://www.twilio.com/console/flex/settings) on the Twilio Console. Enabling this setting records the conference and automatically updates the task attribute `conversations.segment_link` with the recording URL so it can be played back in Flex Insights. diff --git a/docs/docs/feature-library/hang-up-by.md b/docs/docs/feature-library/hang-up-by.md index a99fdb036..1c2e60fa3 100644 --- a/docs/docs/feature-library/hang-up-by.md +++ b/docs/docs/feature-library/hang-up-by.md @@ -2,6 +2,9 @@ sidebar_label: hang-up-by title: hang-up-by --- +import PluginLibraryFeature from "./_plugin-library-feature.md"; + + This feature writes to the `conversations.hang_up_by` task attribute to allow reporting within Flex Insights on which party ended a call. This is accomplished by adding various Flex UI action and event listeners to deduce the reason for the conversation ending. diff --git a/docs/docs/feature-library/internal-call.md b/docs/docs/feature-library/internal-call.md index 2f28aeb17..00443542c 100644 --- a/docs/docs/feature-library/internal-call.md +++ b/docs/docs/feature-library/internal-call.md @@ -2,6 +2,9 @@ sidebar_label: internal-call title: internal-call --- +import PluginLibraryFeature from "./_plugin-library-feature.md"; + + This feature adds a new "Call Agent" and "Call Queue" section to the outbound dialpad allowing an agent to directly call another agent or to a queue. In this section, there is an autocomplete dropdown for both options where you can select the appropriate party you want to call. diff --git a/docs/docs/feature-library/pause-recording.md b/docs/docs/feature-library/pause-recording.md index 416287255..84a54560e 100644 --- a/docs/docs/feature-library/pause-recording.md +++ b/docs/docs/feature-library/pause-recording.md @@ -2,6 +2,9 @@ sidebar_label: pause-recording title: Pause & Resume Call Recording --- +import PluginLibraryFeature from "./_plugin-library-feature.md"; + + This feature adds a Pause/Resume Recording button and keyboard shortcuts to the call canvas to allow the agent to temporarily pause the call recording before the customer provides sensitive information (such as credit card details, bank account, etc.) to the agent and to resume regular call recording afterwards. diff --git a/docs/docs/feature-library/schedule-manager.md b/docs/docs/feature-library/schedule-manager.md index 6c185aab7..45207ecb7 100644 --- a/docs/docs/feature-library/schedule-manager.md +++ b/docs/docs/feature-library/schedule-manager.md @@ -2,6 +2,9 @@ sidebar_label: schedule-manager title: Twilio Flex Schedule Manager --- +import PluginLibraryFeature from "./_plugin-library-feature.md"; + + This solution provides a flexible, robust, and scalable way to manage open and closed hours for Twilio Flex applications. diff --git a/docs/docs/feature-library/supervisor-barge-coach.md b/docs/docs/feature-library/supervisor-barge-coach.md index 8a734ae27..c85204b2d 100644 --- a/docs/docs/feature-library/supervisor-barge-coach.md +++ b/docs/docs/feature-library/supervisor-barge-coach.md @@ -2,6 +2,9 @@ sidebar_label: supervisor-barge-coach title: Supervisor Barge Coach Suite --- +import PluginLibraryFeature from "./_plugin-library-feature.md"; + + This feature provides the ability for a supervisor to barge in to a call (i.e. join an active call with an agent) or coach an agent (i.e. talk only to the agent so the caller(s) are unable to hear you), all from the Teams view. diff --git a/docs/docs/feature-library/supervisor-capacity.md b/docs/docs/feature-library/supervisor-capacity.md index cac116862..28aef0514 100644 --- a/docs/docs/feature-library/supervisor-capacity.md +++ b/docs/docs/feature-library/supervisor-capacity.md @@ -2,6 +2,9 @@ sidebar_label: supervisor-capacity title: supervisor-capacity --- +import PluginLibraryFeature from "./_plugin-library-feature.md"; + + This feature implements a _Channel Capacity_ panel in the [Twilio Flex](https://www.twilio.com/flex) [Teams View](https://www.twilio.com/docs/flex/monitor-agent-activity). Supervisors may configure each worker's capacity per channel, as well as whether or not a worker is eligible to receive tasks for that channel. diff --git a/docs/docs/feature-library/supervisor-complete-reservation.md b/docs/docs/feature-library/supervisor-complete-reservation.md index f5e296622..3ede5d88a 100644 --- a/docs/docs/feature-library/supervisor-complete-reservation.md +++ b/docs/docs/feature-library/supervisor-complete-reservation.md @@ -2,6 +2,9 @@ sidebar_label: supervisor-complete-reservation title: supervisor-complete-reservation --- +import PluginLibraryFeature from "./_plugin-library-feature.md"; + + This feature provides the supervisor the ability to remotely complete an agents reservation that is in the wrapping status.