12.1.4. Combining From and To Natterbox User

The Call Reporting object has two fields that populate with the Natterbox User:

• From Natterbox User populates on an outbound call (Call Direction = Outbound)

• To Natterbox User populates on an inbound call (Call Direction = Inbound)

• Both fields will populate on a connected internal call (Call Direction = Internal)

This can cause some problems if you want a combined metric for inbound and outbound calls that an agent completed. To achieve this, you can create a field that combines From Natterbox User and To Natterbox User. Here are the steps:

1. Click the Setup cog in the top right and then go to the 'Object Manager'.  

2. Search for ‘Call Reporting’ and then click ‘Fields & Relationships’.

3. Now, click ‘New’ to create a new field

4. Step 1. Choose the field type

   1. Data Type = Formula

   2. Next

5. Step 2. Choose output type

   1. Field Label = "Natterbox User" or "Combined Natterbox User" or whatever you prefer

   2. Field Name = autopopulates

   3. Formula Return Type = Text

   4. Next

6. Step 3. Enter formula

   1. Formula =  
      IF( TEXT(nbavs__Call_Direction__c) = "Outbound",nbavs__From_AVS_User__r.Name, IF(TEXT(nbavs__Call_Direction__c) = "Inbound",nbavs__To_AVS_User__r.Name, ""))

   2. Enter a description or help text if you would like

   3. Leave everything else as default

   4. Next

7. Step 4. Establish field-level security

   1. Leave as default or change as desired

   2. Next

8. Step 5. Add to page layouts

   1. We recommend adding to the page layouts but you can choose otherwise.

   2. Save

After creating that field, you might want to create a report to get combined outbound and inbound calls per agent:

• Report type = Call Reporting 

• Show Me = All call reporting

• Change date to Call Reporting: Created Date = desired time frame 

• Filter on Call Direction = Inbound and Outbound

• Group by Natterbox User (new field that was created) and then Call Direction

• Toggle off 'Detail Rows'