Setup and backfill

Reports are part of the Floor Walker service and work without the dialer. We set up the data feed at installation (see Platform); this page covers what is created in your Twilio account and what supervisors and admins configure.

Event Streams

Reports use the same Event Streams sink in your Twilio account as the wallboard. It is subscribed to the TaskRouter task, queue, reservation and worker-activity events, and to the Studio flow execution events that IVR journeys come from. Do not delete or change it.

History starts when events arrive; for the 30 days before, use the backfill.

Enable the Flex feature

In the Flex configuration:

"historical_reports": {
  "enabled": true,
  "hold_capture": true
}

Hold capture

TaskRouter has no hold events, so hold time comes from the voice conference. With hold_capture: true, the plugin asks Twilio to report hold and unhold on the conference when an agent accepts a voice task, and Floor Walker records them, checking that each report is signed by Twilio.

• Only the customer's leg counts: putting the agent's leg on hold is not customer hold time.
• Set hold_capture: false to leave conference options untouched. Hold metrics then stay empty.
• Reports → Settings → Data shows whether the service is ready to accept hold events.

Service level

Set each queue's threshold, target and short-abandon value in Reports → Settings → Service level per queue, or leave the defaults. See Service level settings.

Custom report fields

Reports → Settings → Custom report fields turns any task attribute into a grouping and filter for reports, Explore, exports and BI tools.

Field	Example
Key	tier
Attribute path	customer.tier (a path into the task attributes)
Label (English), Label (Hebrew)	Customer tier

There is no limit on the number of fields or their length. Values are read from the task attributes as stored on each queue and agent leg, so a new field works for history too.

Ask AI and email

• Ask AI needs AI to be enabled for your environment. See Ask AI and MCP.
• Email schedules need an email server. See Email server.

Both are configured on the Floor Walker service; contact us to enable them.

Backfill

TaskRouter keeps 30 days of events. To bring them in, open Reports → Settings → Data and choose Import the last 30 days from TaskRouter (admins only).

The import runs in the background and feeds every event through the normal path, so events already received are not counted twice. The Settings tab shows its status and the number of events read.

The backfill covers TaskRouter only. IVR journeys, hold times and the queue-load intervals (which come from the live statistics the wallboard collects) start when the live feed starts. History older than 30 days needs the Flex Insights export.

Data health

Reports → Settings → Data shows how many legs are stored and since when, the time of the last update, the retention period, and whether the service can accept hold events (the plugin's hold_capture setting is separate).

The 15-minute intervals are brought up to date every minute.

Retention

Data	Kept for (default)
Report data (queue and agent legs, contacts, journeys, intervals)	25 months
Raw Studio events and hold marks	35 days
Raw TaskRouter events	7 days
Open data files	90 days

Old data is removed by a daily job. The retention periods and the default service level values (20 s threshold, 80 % target, 5 s short abandon) and timezone are set for your environment at installation; contact us to change them.