Working With Twilio Flex Task Attributes in Mindful Feedback

Twilio Flex Task object	Mindful Feedback task variables
There is a lot of information about the Twilio Flex task shown in the data structure below. Mindful Feedback pulls this object apart and creates task variables that can be assessed in the survey mapping conditions. { "attributes": { "SDX_CustomerName:" "Alexander" "SDX_external_ref": "CA3a6..." "SDX_phone_number": "+61404873642" "SDX_respondent_language": "en-US" "SDX_survey_sip_token": "7fd830d0-7efd..." "account_sid": "ACbd1..." "api_version": "2010-04-01" "call_sid": "CA3a65..." "called": "+61731844087" "called_city": "" "called_country": "AU" "called_state": "Queensland" "called_zip": "" "caller": "+61404873642" "caller_city": "" " caller_country": "AU" "caller_state": "" "caller_zip": "" "direction": "inbound" "from": "+61404873642" "from_city": "" "from_country": "AU" "from_state": "" "from_zip": "" "sdxSurveyType": "inbound" "sdxVoiceSurvey": "1" "to": "+61731844087" "to_city": "" "to_country": "AU" "to_state": "Queensland" "to_zip": "" "type": "inbound" }, "dateCreated": "2020-07-16T03:34:08.000Z", "dateUpdated": "2020-07-16T03:36:15.000Z", "priority": 0, "queueName": "General Enquiries", "queueSid": "WQ8eaa...", "reason": null, "sid": "WT1f7d5...", "status": "wrapping", "taskChannelUniqueName": "voice", "taskChannelSid": "TC...", "timeout": 86400, "workflowName": "Assign to Anyone", "workflowSid": "WW4d8...", "incomingTransferDescriptor": null, "outgoingTransferDescriptor": null, "reservationSid": "WR39..."	You will see all of the derived task variables available in the dropdown menu that appears when using a task variable. The screenshot below shows the available task variables. These correspond either directly to an attribute of the task object (eg: startTime, id, queueSID) or they are derived (eg: agentID, duration).

Twilio Flex Task object

Mindful Feedback task variables

There is a lot of information about the Twilio Flex task shown in the data structure below. Mindful Feedback pulls this object apart and creates task variables that can be assessed in the survey mapping conditions.

{

"attributes": {

"SDX_CustomerName:" "Alexander"

"SDX_external_ref": "CA3a6..."

"SDX_phone_number": "+61404873642"

"SDX_respondent_language": "en-US"

"SDX_survey_sip_token": "7fd830d0-7efd..."

"account_sid": "ACbd1..."

"api_version": "2010-04-01"

"call_sid": "CA3a65..."

"called": "+61731844087"

"called_city": ""

"called_country": "AU"

"called_state": "Queensland"

"called_zip": ""

"caller": "+61404873642"

"caller_city": ""

" caller_country": "AU"

"caller_state": ""

"caller_zip": ""

"direction": "inbound"

"from": "+61404873642"

"from_city": ""

"from_country": "AU"

"from_state": ""

"from_zip": ""

"sdxSurveyType": "inbound"

"sdxVoiceSurvey": "1"

"to": "+61731844087"

"to_city": ""

"to_country": "AU"

"to_state": "Queensland"

"to_zip": ""

"type": "inbound"

"dateCreated": "2020-07-16T03:34:08.000Z",

"dateUpdated": "2020-07-16T03:36:15.000Z",

"priority": 0,

"queueName": "General Enquiries",

"queueSid": "WQ8eaa...",

"reason": null,

"sid": "WT1f7d5...",

"status": "wrapping",

"taskChannelUniqueName": "voice",

"taskChannelSid": "TC...",

"timeout": 86400,

"workflowName": "Assign to Anyone",

"workflowSid": "WW4d8...",

"incomingTransferDescriptor": null,

"outgoingTransferDescriptor": null,

"reservationSid": "WR39..."

You will see all of the derived task variables available in the dropdown menu that appears when using a task variable.

The screenshot below shows the available task variables. These correspond either directly to an attribute of the task object (eg: startTime, id, queueSID) or they are derived (eg: agentID, duration).

Screen capture of Twilio Flex Task attributes in Mindful Feedback

Predefined Twilio Flex Task Variables

The following table explains all of the predefined task variables.

Name	Short description	Notes
id	Task SID	The Twilio task SID This is an important task attribute that is almost always associated with surveys. This is normally assigned to the External Reference (external_ref) survey interaction attribute.
startTime	Start Time	The time the Twilio task first started (when the customer arrived at the contact center)
endTime	End Time	The time the Twilio task ended (when the customer left the task and the agent marked it as complete)
duration	Task Duration in Seconds	The number of seconds between the startTime and endTime.
queueId	Initial Queue SID	The Twilio Flex queue SID for the first queue the customer went through during the task
queueName	Initial Queue Name	The Twilio Flex queue name for the first queue the customer went through during the task
callerNumber	Caller Number	The telephone number of the caller
firstAgentID	Mindful Agent ID of the first agent	The Mindful Feedback Agent ID corresponding to the first agent that handled the task Mindful Feedback can populate this variable as long as a user exists in Mindful Feedback with the same email address as the Twilio Flex email address of the agent that handled the task
firstAgentEmail	Email of first Agent	The Twilio Flex email address of the agent that first handled the conversation
agentID	Mindful Agent ID of the last Agent	The Mindful Feedback Agent ID corresponding to the last agent that handled the task.
agentEmail	Email of last Agent	The Twilio Flex email address of the agent that last handled the task
status	Status	The status of the Twilio Flex task
priority	Priority	The priority of the Twilio Flex task
workflowName	Twilio Flex Workflow name	The name of the Twilio Flex workflow that was utilized by the task
workflowId	Twilio Flex Workflow SID	The Workflow SID for the Twilio Flex workflow that was utilized by this task
channel	Twilio Flex Channel	The name of the Twilio Flex channel utilized by this task
transferred	Caller was transferred	A flag, that when set to 1, means the task was transferred at least once. This will be 0 if no transfer occurred.
callSid	Twilio Flex Call SID	The call SID for the Twilio Flex call associated with this task

Name

Short description

Notes

Task SID

The Twilio task SID

This is an important task attribute that is almost always associated with surveys.
This is normally assigned to the External Reference (external_ref) survey interaction attribute.

startTime

Start Time

The time the Twilio task first started (when the customer arrived at the contact center)

endTime

End Time

The time the Twilio task ended (when the customer left the task and the agent marked it as complete)

duration

Task Duration in Seconds

The number of seconds between the startTime and endTime.

queueId

Initial Queue SID

The Twilio Flex queue SID for the first queue the customer went through during the task

queueName

Initial Queue Name

The Twilio Flex queue name for the first queue the customer went through during the task

callerNumber

Caller Number

The telephone number of the caller

firstAgentID

Mindful Agent ID of the first agent

The Mindful Feedback Agent ID corresponding to the first agent that handled the task

Mindful Feedback can populate this variable as long as a user exists in Mindful Feedback with the same email address as the Twilio Flex email address of the agent that handled the task

firstAgentEmail

Email of first Agent

The Twilio Flex email address of the agent that first handled the conversation

agentID

Mindful Agent ID of the last Agent

The Mindful Feedback Agent ID corresponding to the last agent that handled the task.

agentEmail

Email of last Agent

The Twilio Flex email address of the agent that last handled the task

status

Status

The status of the Twilio Flex task

priority

Priority

The priority of the Twilio Flex task

workflowName

Twilio Flex Workflow name

The name of the Twilio Flex workflow that was utilized by the task

workflowId

Twilio Flex Workflow SID

The Workflow SID for the Twilio Flex workflow that was utilized by this task

channel

Twilio Flex Channel

The name of the Twilio Flex channel utilized by this task

transferred

Caller was transferred

A flag, that when set to 1, means the task was transferred at least once. This will be 0 if no transfer occurred.

callSid

Twilio Flex Call SID

The call SID for the Twilio Flex call associated with this task

Custom attributes

You are not limited to using the predefined task variables. Any value from the attributes property of a task object can be referenced simply by using the property name. For example:

"attributes": {
     "SDX_CustomerName:" "Alexander"
    "SDX_external_ref": "CA3a6..."
    "SDX_phone_number": "+61404873642"
    "SDX_respondent_language": "en-US"
    "SDX_survey_sip_token": "7fd830d0-7efd..."
            }

To use a custom property, type the property name into the task variable field.

To learn more:

Refer to the introduction of this section for more information about task attributes.

Refer to Adding Survey Interactions to learn more about using Twilio Flex task attributes to create new interactions.

Twilio Flex Task Attributes

Predefined Twilio Flex Task Variables

What's Next