How to report on failed transfers

Call reporting records are created for every call that enters the Natterbox phone system but when a transfer fails to connect to the recipient, there is no call reporting record for the failed transfer leg.

The Natterbox wallboard will track failed transfers into a call queue so you might see a slightly higher record count than in the call reporting.

If you want to understand how many calls are failing to connect to a queue, here are the steps.

Please Note:

This is intended for transfers into a call queue via an extension container. If you are transferring to a user via their extension or a group extension, this will not work because those calls do not flow through a Natterbox routing policy.

We also recommend making routing policy changes out of hours as not to disturb your callers.

New Fields to Create

1. Navigate to Salesforce Setup > Object Manager > Call Reporting

2. Click on Fields & Relationships > New

   1. Data Type: Text > Next

   2. Field Label: Transfer Queue Name

      1. Length: 255

      2. Populate the description & help text as desired

      3. Next

   3. Set field-level security as desired > Next

   4. Add to page layouts > SAVE & NEW

3. For the second field:

   1. Data Type: Formula > Next

   2. Field Label: Queue Transfer Outcome

   3. Formula Return Type: Text > Next

   4. Formula:
      

      IF(
      AND(
      Transfer_Queue_Name__c = "Support Queue",
      nbavs__From_Instance_Count__c = 1,
      nbavs__From_Conversation_Instance__c = 1,
      nbavs__To_Instance_Count__c = 1,
      nbavs__To_Conversation_Instance__c = 1,
      TEXT( nbavs__Call_Direction__c) <> "Internal"
      
      ),
      "Transfer Failed into Support Queue",
      IF(
      AND(
      Transfer_Queue_Name__c = "Sales Queue",
      nbavs__From_Instance_Count__c = 1,
      nbavs__From_Conversation_Instance__c = 1,
      nbavs__To_Instance_Count__c = 1,
      nbavs__To_Conversation_Instance__c = 1,
      TEXT( nbavs__Call_Direction__c) <> "Internal"
      
      ),
      "Transfer Failed into Sales Queue",
      ""))

      You must change the formula to fit the name of your call queues. Do not leave the formula with Sales Queue and Support Queue but match it to the values you set in the routing policy. You will need to adapt the formula depending on how many call queues set this up for. This one is configured for 2 call queues.

   5. Check ‘Treat blank fields as blanks’

   6. Next

   7. Set field-level security as desired > Next

   8. Add to page layouts > SAVE

Routing Policy Changes

1. Navigate to the routing policy with the call queue that has the queue that calls are transferred into.

2. Between the extension container (orange) and the call queue, add in a manage properties app. You can add this into a new action container or an existing one but make sure that only calls coming in from the extension container will go through this new manage properties app.

   1. In the manage properties app, click ‘Custom Properties’.

   2. Property: Transfer_Queue_Name

      When referencing a field from the call reporting, take ‘__c’ off the end of the api name of a field.

   3. Value = [Call Queue Name]
      For example ‘Support Queue’ or ‘Sales Call Queue’

   4. Leave ‘Export’ as disabled (default).

3. Make sure to connect the new app/container to the policy again or your transfers will not connect to the queue.

Creating the Report

1. Navigate to ‘Reports’ from the app launcher.

2. Create a new report with the report type ‘Call Reporting’.

3. Swap: Conversation Answer Time for Call Reporting: Created Date and filter on TODAY

4. Show me: ‘All call reporting’

5. Add the filter ‘Queue Transfer Outcome’ not equal to “ “ [this means blank, leave the field empty]

6. Group the report by ‘Queue Transfer Outcome’ to see the different queues

7. Optional fields to add:

   1. To Call Queue Total Wait Seconds

   2. From Call Queue Last Wait Seconds

   3. From Call Queue Total Wait Seconds

   4. To Natterbox User

   5. From Natterbox User

   6. Conversation Start Time