These guides are intended for advanced Natterbox admins. The solutions involves scripts and is not an out-the-box solution.

This guide will give you the ability to report on the time taken for certain parts of the routing policy. This will involve creating 3 new custom fields and editing your Natterbox routing policies. Examples of ways to use the custom time metric:

• How long does a caller take in the switchboard

• How long from when a caller enters the phone system until the call is answered (excluding the time for greeting messages and switchboard presses)

REQUIRED Editions, Packages & Licenses

• Skill set needed: Natterbox Admin and Salesforce Admin

• Natterbox Call Centre 1.57 and Natterbox Admin (AVS) 1.49 or higher

• Approx Time: 1 hour

• Difficulty: 4/5

Field Creation

You will need to create 3 fields on the call reporting object.

1. First, to the setup cog, then object manager and search for ‘Call Reporting’ object

2. Go to the ‘Fields & Relationships’ tab and click ‘New’.

3. Here is how to create the first field:

   1. Data Type = Date/Time

   2. Field Label = First Timestamp

   3. Description = This is used in X routing policy

   4. Help Text = *add in where the stamp occurs*

   5. Leave the rest as default and click Next

   6. Edit field-level security as desired and click Next

   7. We recommend adding to page layout then, click Save & New.

4. Here is how to create the second field:

   1. Data Type = Date/Time

   2. Field Label = End Timestamp

   3. Description = This is used in X routing policy

   4. Help Text = *add in where the stamp occurs*

   5. Leave the rest as default and click Next

   6. Edit field-level security as desired and click Next

   7. We recommend adding to page layout then, click Save & New.

5. Here is how to create the third field:

   1. Data Type = Formula (Number)  

   2. Decimal Places = 0

   3. Field Label = Timestamp Calculation

   4. Click Next

   5. Formula =

      UNIXTIMESTAMP(End_Timestamp__c) - UNIXTIMESTAMP(First_Timestamp__c)

   6. Description = This is used in X routing policy

   7. Help Text = In Seconds / Calculates from X to Y

   8. Click Next

   9. Edit field-level security as desired and click Next

   10. We recommend adding to page layout then, click Save.

Routing Policy Changes

1. Go to the Routing Policy tab in the Natterbox AVS Lighting app.

2. Click on the policy you want to add the time metric.

3. Decide the 2 places where the timestamps will go.

4. Break the connectors by doubling clicking the grey line.

5. Add an Action container with a Script Engine app.

   1. Name this item = Start Time Script

   2. Lua Script =
      After ‘--continue your script here’ paste this:

local dateTime = strftime('%Y-%m-%dT%H:%M:%SZ', '', '')
session.set('Field_Goes_Here', tostring(dateTime))

Example:

1. Now connect both grey lines onto the next container.

2. Do steps 4-6 again but where you want the time to stop and add the second field’s name into the script.

3. Make sure to click Save in the top right of the routing policy.

4. Make sure to test this by calling in and checking the fields populate!

Here are what the two action containers with script engine components might look like:

You could also stack them with reporting gates (a Manage Properties app) like this:

Here is what a simple routing policy might look like with the 2 new script engine apps in:

Reporting

1. Go to the Salesforce Reports tabs.

2. Select Report Type = Call Reporting

3. Create a report on connected inbound calls, here is an example:

   1. Filter on a time frame, e.g. Conversation Answer Time = THIS WEEK, THIS MONTH…

   2. Filter on Call Direction = Inbound

   3. Filter on From Call Type = Connected

   4. Add the fields: To Natterbox User, From Number, Contact, Time Ringing, Time Hunting, Time Talking, Wrapup Duration, Wrapup Label 0, Wrapup Label 1

   5. Add in the Timestamp Calculation field.

4. You can customise the report by using row-level formulas or more custom time metric fields.

Example report: