Introducing Flex Insights is a new addition that provides operational visibility into the performance of contact centers, enabling organizations to deliver positive customer engagements. The name change from Flex WFO to Flex Insights includes all existing features and is included with paid plans for Twilio Flex. Two new features have been added: Real-Time Queues View and Messaging and Chat transcripts within the conversations screen, allowing users to assess interactions for quality management purposes and view custom media and links attached to conversations. The Conversations screen also supports viewing of chat and messaging transcripts for channels supported by Flex Messaging.