---
title: "Custom Time Metric for Call Reporting"
slug: "custom-time-metric-for-call-reporting"
updated: 2025-11-12T15:14:14Z
published: 2025-11-12T15:14:14Z
canonical: "docs.natterbox.com/custom-time-metric-for-call-reporting"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.natterbox.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Custom Time Metric for Call Reporting

> [!NOTE]
> 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 =

```lua
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:

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

Example: ![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/custom-time-metric-for-call-reporting-image-v6ooss57.png?sv=2026-02-06&spr=https&st=2026-10-12T06%3A57%3A00Z&se=2026-10-12T07%3A57%3A00Z&sr=c&sp=r&sig=hn3tZfnm%2FwtTrnF6iVVIMJYQRuN6lLpuw1Mdc23uUi0%3D)

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:![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/custom-time-metric-for-call-reporting-image-3eymf6wk.png?sv=2026-02-06&spr=https&st=2026-10-12T06%3A57%3A00Z&se=2026-10-12T07%3A57%3A00Z&sr=c&sp=r&sig=hn3tZfnm%2FwtTrnF6iVVIMJYQRuN6lLpuw1Mdc23uUi0%3D)![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/custom-time-metric-for-call-reporting-image-1x2yd4tm.png?sv=2026-02-06&spr=https&st=2026-10-12T06%3A57%3A00Z&se=2026-10-12T07%3A57%3A00Z&sr=c&sp=r&sig=hn3tZfnm%2FwtTrnF6iVVIMJYQRuN6lLpuw1Mdc23uUi0%3D)

You could also stack them with reporting gates (a Manage Properties app) like this:![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/custom-time-metric-for-call-reporting-image-lqos0uja.png?sv=2026-02-06&spr=https&st=2026-10-12T06%3A57%3A00Z&se=2026-10-12T07%3A57%3A00Z&sr=c&sp=r&sig=hn3tZfnm%2FwtTrnF6iVVIMJYQRuN6lLpuw1Mdc23uUi0%3D)

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

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/custom-time-metric-for-call-reporting-image-z948xquw.png?sv=2026-02-06&spr=https&st=2026-10-12T06%3A57%3A00Z&se=2026-10-12T07%3A57%3A00Z&sr=c&sp=r&sig=hn3tZfnm%2FwtTrnF6iVVIMJYQRuN6lLpuw1Mdc23uUi0%3D)

# 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:

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/custom-time-metric-for-call-reporting-image-o97ocrup.png?sv=2026-02-06&spr=https&st=2026-10-12T06%3A57%3A00Z&se=2026-10-12T07%3A57%3A00Z&sr=c&sp=r&sig=hn3tZfnm%2FwtTrnF6iVVIMJYQRuN6lLpuw1Mdc23uUi0%3D)