15.7. Custom Log Template

OwnerId

This field will populate the ownerID for the task record that is generated. It’s recommended that the value is left as default. If you require to update the record owner after wrap up, we would recommend configuring this with a Salesforce flow.

{LoggedInUserId}

Default value for the field, populating the user that wrapped up the call as the owner for the task

CallType

This will populate the type of the call. Expected values are:

• Internal

• Inbound

• Outbound

{CallType}

Default value for the field, we recommend that this is left unchanged. This value can also be hardcoded to one of the above 3 values.

CallDurationInSeconds

This field will be populated with the extracted call duration from the call reporting object.

{CallDurationSeconds}

We recommend that this value is left as default.

CallDisposition

This will populate the wrap up codes the agent has selected for the call. You can find out more about our wrap ups in this guide.

{WrapupString_0}

This macro will populate the primary wrap up code in the task object

{WrapupString_1}

This macro will populate the secondary wrap up code in the task object

Subject

This setting will define the default subject of each task generated via a wrap up of a call. You can also chose to provide the agents with the ability to write their own custom subject lines if you tick the setting “Show Edit Wrapup Subject“

Call {CallDateTimeLocal} {WrapupString_0} {WrapupString_1}

When using this default value, the subject line will appear similar to “Call 31/10/2023 15:19 Call unsuccessful” where here the “{CallDateTimeLocal}” macro will expand to the user’s salesforce timezone current settings and “{WrapupString_0} {WrapupString_1}” will expand to the primary and secondary wrap up the agent has selected for the call. In scenarios where only a primary wrap up was used, the macro “ {WrapupString_1}” will not be expanded.

ActivityDate

This setting will define the Date on which the wrap up for the call has been completed.

{CallDateTimeSalesforce}

We recommend that you leave this setting as default as using an alternative macro may cause issues with the date and time format for the fields.

CallObject

{OtherParty: IFNULL Natterbox}

This field is populated with the caller’s number.

Priority

This setting will allow you to set a default priority for the task object generated via the wrap up process.

Normal

Default value is Normal, but you can hardcode any of the values available in the task object. Please ensure that the value matches the values you have in the task as otherwise this may affect your reporting.

Description

This setting is responsible for populating the description field in the task object. Amending this section is not recommended as removing “{LogMessage}\n\n{AVSData}” will result in failure to populate the “Call Disposition Information” section in the Call reporting object relating to the same call.

Call with: {OtherParty}\n\n{LogMessage}\n\n{AVSData}

Status

This setting will define the status in which the task object from the wrap up action is generated.

Completed

The default value is set to completed, but you can change this to any status that the task has configured. If set to open, please note that the user would have to close the task object once their work is completed.

WhoId

This setting is responsible for identifying any WhoId objects to which the call has been related during the wrap up process and populating them in the task object. Please ensure that you do not alter the default value for this setting.

{LeadOrContact}

Default value

WhatId

This setting is responsible for identifying any WhatId objects to which the call has been related during the wrap up process and populating them in the task object. Please ensure that you do not alter the default value for this setting.

{RelatedTo}

nbavs__RecordingUUID1__c

This setting is responsible for linking the recording UUID of a call to play button on the task object. Please note that the recording UUID is different from the Call UUID, so if you have the macro {CallUUID} set for both “nbavs__RecordingUUID1__c” and “nbavs__Call_UUID__c” you will not be able to access recordings via the task object, however the call reporting object will be unaffected.

{RecordingUUID}

Default value for the setting - Expands to the recording UUID for the call, which is different from the Call UUID or the AUUID and BUUIDs

nbavs__Call_UUID__c

This setting is responsible for populating the Call UUID under the task object.

{CallUUID}

This UUID is the unique identifier for the call. It’s important to note that the CallUUID is different from the Recording UUID, AUUID and BUUID.