12.7.1. Create Callback Report with Skills

To create a callback report to include the skills request and the outbound callback calls.

1. First, create a new report type. 

   1. Head to Salesforce Setup

   2. Search for 'Report Types' in the Quick Find box.

   3. Click 'New Custom Report Type'

      1. Primary Object = Call Reporting

      2. Name the report "Call Reporting with/without Call Reporting Callbacks"

      3. Deployed Status = Deployed

      4. Secondary Object (Object B) = Call Reporting Callbacks

      5. A to B relationship= "A" records may or may not have related "B" records.

      6. Save
         
          
         
         

2. Create a report with the new report type

3.  Add a filter on the field From Flag Callback Requested = True

4. Group the records by Call Reporting Name (Call Reporting object)

5. Add any additional fields that you would like recommended set up below
   
   
    
   
   
   

6. Turn the report into a 'Joined Report'

7. Add a new block with the Call Reporting with Requested Skill report type

8. On the Call Reporting with Requested Skill report add a filter on the field From Flag Callback Requested = True

9. Add the field “Skill” to the outline of the report
   
   
    
   
   
   

10. Save & Run