---
title: "Digital Wrap-Ups Reporting"
slug: "digital-wrap-ups-reporting"
updated: 2025-12-12T18:38:32Z
published: 2025-02-10T13:10:07Z
canonical: "docs.natterbox.com/digital-wrap-ups-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.

# Digital Wrap-Ups Reporting

### What is Digital Wrap-Up Reporting?

Digital Wrap-Up Reporting is reportable data that is pushed into Salesforce when a Digital Wrap-Up is created, it focuses on providing information into what has happened during that conversation. It focuses on the following key areas:

- Response times of the Agent or the Customer
- The Status of the Wrap-Up
- The Subject and Notes
- Message counts and the different types of messages

### Enabling Digital Wrap-Up Reporting

To enable Digital Wrap-Up Reporting, do the following:

1. Navigate to the Admin Home Tab
2. Locate the Scheduled job labelled “Digital Channel Wrap-Ups”
3. Press the Start Job button
4. You will now see a loading indicator and the Start Job button will change to Stop Job

Note: If the Job was not running during the time of a Wrap-Up is created/edited/deleted then it will not be updated in Salesforce even after enabling the job, it is recommended to not disable this job at any time. This Job does **not** use Salesforce scheduled jobs.

### Fields and Descriptions

| **Salesforce Field (Label)** | **Salesforce Field (Description)** |
| --- | --- |
| Subject | The Subject entered by the User for this Wrap-Up |
| Status | The current Status of the Wrap-Up, this can be Draft or Complete |
| Notes | The Notes entered by the User for this Wrap-Up |
| Method | The Method of delivery for the conversation. |
| Natterbox User | The Natterbox User who created this Wrap-Up |
| Wrapup Start Time | The date and time of the first message included in this Wrap-Up |
| Wrapup End Time | The date and time of the last message included in this Wrap-Up |
| Minimum Customer Response Time | The shortest time taken in seconds for the customer to respond |
| Maximum Customer Response Time | The longest time taken in seconds for the customer to respond |
| Average Customer Response Time | The average time taken in seconds for the customer to respond |
| Minimum Agent Response Time | The shortest time taken in seconds for the agent to respond |
| Maximum Agent Response Time | The longest time taken in seconds for the agent to respond |
| Average Agent Response Time | The average time taken in seconds for the agent to respond |
| Inbound Text Messages | Count of text messages received by the User during this Wrap-Up |
| Inbound Images | Count of images received by the User during this Wrap-Up |
| Inbound Audio | Count of audio messages received by the User during this Wrap-Up |
| Inbound Videos | Count of video messages received by the User during this Wrap-Up |
| Inbound Other Files | Count of other files received by the User during this Wrap-Up |
| All Inbound Messages | Total count of all types of messages received by the User during this Wrap-Up |
| Outbound Text Messages | Count of text messages sent by the User during this Wrap-Up |
| Outbound Images | Count of images sent by the User during this Wrap-Up |
| Outbound Audio | Count of audio messages sent by the User during this Wrap-Up |
| Outbound Videos | Count of video messages sent by the User during this Wrap-Up |
| Outbound Other Files | Count of other files sent by the User during this Wrap-Up |
| All Outbound Messages | Total count of all types of messages sent by the User during this Wrap-Up |
| Total Messages | Total count of all types of messages sent and received by the User during this Wrap-Up |
| Total Text Messages | Total count of text messages sent and received by the User during this Wrap-Up |
| Total Images | Total count of images sent and received by the User during this Wrap-Up |
| Total Audio | Total count of audio messages sent and received by the User during this Wrap-Up |
| Total Video | Total count of video messages sent and received by the User during this Wrap-Up |
| Total Other Files | Total count of other files sent and received by the User during this Wrap-Up |