12.1.6. Half Hourly Reporting Intervals

With Natterbox, you have the capability to generate call reports at hourly intervals (group by the Hour field). Should you require reports at half-hourly intervals, this guide enables you to do so. You must create a new field in the Call Reporting object. Follow these steps to achieve this:

Creating a New Field

1. Click the Setup cog in the top right and then go to the 'Object Manager'.
    
   

2. Search for ‘Call Reporting’ and then click ‘Fields & Relationships’.

3. Now, click ‘New’ to create a new field

4. Step 1. Choose the field type

   1. Data Type = Formula

   2. Next

5. Step 2. Choose output type

   1. Field Label = "Half Hour Intervals or similar

   2. Field Name = autopopulates

   3. Formula Return Type = Text

   4. Next

6. Step 3. Enter formula

   1. Formula =
      
      IF(MINUTE(TIMEVALUE(nbavs__From_Start_Time__c))>30,"30-59","0-29")

   2. Enter a description or help text if you would like

   3. Leave everything else as default

   4. Next

7. Step 4. Establish field-level security

   1. Leave as default or change as desired

   2. Next

8. Step 5. Add to page layouts

   1. We recommend adding to the page layouts but you can choose otherwise.

   2. Save

Building a Report

Head to reports and create a new report…

• Report type = Call Reporting 

• Show Me = All call reporting

• Change date to Call Reporting: Created Date = desired time frame 

• Filter on Call Direction = “Inbound” and “Outbound”

• Group by Hour and then the new field created above: Half Hour Intervals

• Toggle off 'Detail Rows' 

• That would create a report something like this: