How to Report on the Record that was Click-2-Dialled

If you want to report on the record that users click-2-dialled, you can customise the outbound routing policy to achieve this. This example is going focus on the opportunity but it can be for any object.

Steps

1. Navigate to the ‘Routing Policies’ tab and click on the ‘Outbound Calls’ policy.
   Please note that the Outbound Calls policy affects all outbound calls in the whole policy.
   
   

2. Break the connection near the beginning (before the ‘Connect a Call’ component where the call rings the number').
   

3. Add an Action container with a Query Object app.

   1. Name it ‘Query Opp C2D’

   2. Result Set: Opportunity

   3. Trigger When:

      1. Uncheck ‘Records found’

      2. Check ‘Records not found’

      3. Check ‘Error returned’

   4. Record Type: Opportunity

   5. Filters Results:

      1. Field: Opportunity ID

      2. Operator: =

      3. Value: $(Custom_lc2drecordId)
         Note: you can add another filter, choose ‘+Add Fields (AND), to make sure you only include open opportunity (Closed = False). You can also add other queries here like just checking the number that was dialled. It can be useful to make this a separate query if you want to report on records that were click-2-dial because you could add a reporting gate called ‘Click-2-dial?’ and populate it with true.

   6. Return Fields:

      1. Move ‘Opportunity ID’ to the ‘Selected Fields’ side

   7. Leave everything else as default.

4. Attach the connector from the middle of the app to where it was previously attached.

5. In the same action container, add a Manage Properties app.

   1. Name this item: Opp Reporting

   2. Choose the ‘Custom Properties’ tab.

      1. Property: Opportunity

      2. Value: $(SForce_Opportunity.Id)

   3. Attach the connector from the bottom of the container to the same place as the other connector. It should look something like the image below now.

Reporting

The manage properties app will populate the field ‘Opportunity’ on the Call Reporting object. When you choose the report type: Call Reporting, you can filter on Call Direction = Outbound and pull in the field Opportunity. The user can overwrite this value if they choose a different opportunity and save the wrap-up (Freedom users only).

⚠️ The user could override this by clicking ‘link to current’ item in the wrap-up screen