12.1. Natterbox Objects Overview

AI Prompt Configuration

nbavs__AI_Prompt_Configuration__c

TRUE

Customer Administration

This object stores the details of the prompt configuration but is not used once the single object for AI is deployed.  

Associated Number

nbavs__RegisteredNumber__c

FALSE

Customer Administration

External phone number that is linked to a specific user to be used either as the users 'Device to call from' or their Caller ID. A user can have multiple associated numbers.

Natterbox User

Availability Log

nbavs__AvailabilityLog__c

TRUE

Reporting

This object stores the changes in the Availability State so you can report on how long an agent is in each state. For more details, see here.

Availability Profile

nbavs__AvailabilityProfile__c

FALSE

Customer Administration

This object stores the different availability states that can be assigned to a user. This is not useful for reporting.

Natterbox User

Availability Profile State Group

nbavs__AvailabilityProfileStateGroup__c

FALSE

Backend Control

Junction record that links a specific 'Logged in' available state with a group for backend routing logic.

Availability State, Group

Availability State

nbavs__AvailabilityProfileState__c

FALSE

Customer Administration

This object stores what a user’s current availability state is and each state dictates what groups users are ‘logged in’ to receive calls from. This reporting is covered by the wallboard so is not often used for reporting.

Availability Profile

Call Event

nbavs__CallEvent__c

FALSE

Backend Control

Contains all the mapped values written into it by the default Non Call policy.

Call Log

nbavs__CallLog__c

FALSE

Backend Control

This is where the data is stored that the Call Logs & Recordings tab uses. Temporary object that contains call details for Inbound, Outbound and Internal Calls.

Call Queue

nbavs__Call_Queue__c

FALSE

Backend Control

This object stores a record for each call queue within a routing policy. This is not useful for reporting but other objects do have lookups to these records.

Routing Policy

Call Queue Log

nbavs__Call_Queue_Log__c

TRUE

Reporting

A log record per Call Queue, per hour for the purpose of summarising queue activity if the Call Queue Logs Scheduled Job is running. For more details, see here.  CHECK LINK

Call Reporting

nbavs__CallReporting__c

TRUE

Core Reporting

This is the primary reporting object. A call reporting record is created for every single call made in / out / within the your Natterbox instance. Please see this guide for details on the fields and their definitions.

Category

nbavs__Category__c

TRUE

Backend Control

Junction record between the Insight Category Configuration and Natterbox AI record, when the category is triggered for that call.

Completed Dial Item

nbavs__DialItemCompleted__c

TRUE

Reporting

This object details if a dial item is completed, unreachable or invalid.

Dial Item

Consent

nbavs__Consent__c

TRUE

Customer Administration

This object is used by the digital channels to manage consent for ensuring you are GDPR compliant.

Device

nbavs__Device__c

FALSE

Customer Administration

This object records a specific SIP or Webphone device. For more information on devices, see here.

DeviceMapping

nbavs__DeviceMapping__c

FALSE

Backend Control

A junction record mapping a Device to a Natterbox User.

Natterbox User, Device

Dial Item

nbavs__DialItem__c

TRUE

Customer Administration

A specific open call item within a dial list linking a dial list with the contact, account or lead to be called.

Dial List, Account, Case, Contact, Lead, Opportunity, User

Dial Item Audit

nbavs__DialItemAudit__c

TRUE

Reporting

A record logging information regarding Dial Item state changes.

Dial List

Dial List

nbavs__DialList__c

TRUE

Customer Administration

This object includes the configuration of a Dial List and this details the strategy of grouping Accounts / Case / Contacts / Leads / Opportunities into a single list to be dialled progressively by one or more users. It is also the parent of Dial Items. For more info about Dial Lists, see this guide.

Dial List Administrator

nbavs__DialListAdministrator__c

FALSE

Customer Administration

Record linking a Natterbox user to a Dial list for the purpose of administering a specific Dial List.

Dial List, Natterbox User

Dial List Report

nbavs__DialListReport__c

FALSE

Reporting

Summary record of the state of the dial list at a moment in time.

Dial List

Dial List Retry

nbavs__Dial_List_Retry__c

FALSE

Backend Control

Record tracking when incomplete Dial Items in a Dial list should be retried.

Dial List

Dial List Target Group

nbavs__DialListTargetGroup__c

FALSE

Customer Administration

Record linking a Natterbox Group to a Dial list for the purpose of all users within that group having access to make calls via that Dial list.

Dial List, Group

Dial List Target User

nbavs__DialListTargetUser__c

FALSE

Customer Administration

Record linking a Natterbox user to a Dial list for the purpose of having access to make calls via that Dial list.

Dial List, Natterbox User

Dial List User Discard

nbavs__DialListUserDiscard__c

FALSE

Reporting

A junction record between a Natterbox User and the Dial Item they have discarded.

Dial List, Natterbox User

Error Log

nbavs__ErrorLog__c

FALSE

Reporting

This object creates audit records for platform errors. For more details, see this guide.

Event Log

nbavs__EventLog__c

FALSE

Reporting

This object creates audit records for platform configuration changes, for example, when recordings are accessed or when users are added to groups. For more details, see this guide.

Filter View

nbavs__FilterView__c

TRUE

Backend Control

A saved filter for a user within the Insight Search page.

Insight

Group

nbavs__Group__c

TRUE

Customer Administration

This object records a group of users for the purpose of receiving calls, or sharing permissions (such as recording access).

Group Administrator

nbavs__GroupAdministrator__c

FALSE

Customer Administration

Individual Group Administration membership record, linking a Natterbox User to a Group for the purpose of group administration. A group can have multiple administrators.

Group, Natterbox User

Group Member

nbavs__GroupMember__c

TRUE

Customer Administration

Individual Group membership record linking a Natterbox User to a Group for the purpose of recieving calls or being granted permissions for that group. A group can have multiple group members.

Group, Natterbox User

Hourly Call Reporting

nbavs__Hourly_Call_Reporting__c

TRUE

Reporting

A log record per user, per hour for the purpose of summarising user call activity.

Individual Recording Access

nbavs__Individual_Recording_Access__c

TRUE

Backend Control

Record specifying the access to a call recording to a specific Natterbox User.

Natterbox User

Insight Category

nbavs__Insight_Category__c

TRUE

Backend Control

Junction record between the Insight Category Configuration and an Insight record, when the category is triggered for that call.

Insight

Insight Category Configuration

nbavs__Insight_Category_Configuration__c

FALSE

Customer Administration

Definition of a category which may be assigned to an Insight record using the Insight Category object.

Insight

Insight Conversation

nbavs__Insight_Conversation__c

FALSE

Backend Control

The detail of an insight record

Insight

Insight Failure

nbavs__Insights_Failure__c

FALSE

Backend Control

A record to store details of a failure to recreate an Insights record, and when the next attempt will be made. See here for more details.

Insight

Insight Note

nbavs__Insight_Note__c

TRUE

Backend Control

This object stores the details from leaving notes on a call using the Insight Player. This is now replaced by Natterbox AI Notes for orgs that are using the single object for AI.

Insight

Insight Rating

nbavs__Insight_Rating__c

TRUE

Backend Control

This object stores the results of the ‘Finish & Rate’ from the Insight Player.

Insight

Insight User View

nbavs__Insight_User_View__c

TRUE

Backend Control

Record used to track Insight Player views of an Insight by users.

Insight, Natterbox User

Keyword

nbavs__Keyword__c

TRUE

Customer Administration

The Keywords area allows you to manage which phrases, words, or strings can be configured and what action they will perform, i.e. whether a phrase will automatically opt you out of consent. See here for more information.

Live Call Status

nbavs__LiveCallStatus__c

FALSE

Backend Control

A temporary record created for a live call for the purpose of showing on the Call Status page.

Natterbox AI

nbavs__NatterboxAI__c

TRUE

Reporting

This object is where the results of the AI prompts are stored, and replaces the Insight object and AI Prompt object. Adding new prompts to AI Advisor will create new fields on this object.(when single salesforce object feature is enabled)

Natterbox AI Note

nbavs__NatterboxAINote__c

TRUE

Reporting

This object is a copy of Insight Note. It is used for the Notes feature on the Natterbox AI Object. (Used only when single salesforce object feature is enabled)

Natterbox Conversation

nbavs__Conversation__c

TRUE

Reporting

This object represents a relationship between an internal entity (eg user) and an external entity (eg contact). It is master for Natterbox Interactions and Natterbox wrap-ups.

Natterbox Interactions, Natterbox Wrap-ups

Natterbox Interaction

nbavs__Interaction__c

TRUE

Core Reporting

This objects stores the reporting details from a conversation in 1 interval. The length of the interval is configured on the Account Settings page. See this guide for details on the fields. This is only for those using the digital products SMS or Whatsapp.

Natterbox Conversation

Natterbox Queued Call

natterbox__Natterbox_Queued_Call__c

FALSE

Backend Control

This object stores current queue call data. This is part of Natterbox Call Center (NBCC) package

Natterbox Queued Call

nbavs__Natterbox_Queued_Call__c

FALSE

Backend Control

This object stores current queue call data. This is part of Natterbox package and will be used with NBAVS+NBCC merge feature flag is enabled

Natterbox User

nbavs__User__c

TRUE

Customer Administration

This object stores the configuration of each Natterbox User that is created and can then make and receive calls. For more details, see here. This object can be used for reporting on licences or active users.

Salesforce User

Natterbox Wrap-Up

nbavs__Wrapup__c

TRUE

Core Reporting

This object stores the wrap-up for the digital products (not the voice channel). See here for more details.

Natterbox User

Phone Event

nbavs__Phone_Event__c

FALSE

Core Reporting

This object is creates a record for every call that is missed by a user. It needs to be enabled in each call path for records to be created. Once the first call goes through the phone event script, this object will be enabled for reporting. See here for more details.

Phone Number

nbavs__PhoneNumber__c

FALSE

Customer Administration

This object stores the phone numbers you have with Natterbox and they can be used in a routing policy or assigned directly to a user as a DDI. This object is not enabled for reports by default but we recommend enabling it. See here for more info.

Preset

nbavs__Preset__c

FALSE

Backend Control

Contains configuration to be used in settings such as Country Code, Timezone and Voice details.

PrivateLog

nbavs__PrivateLog__c

FALSE

Backend Control

Details of Call Recordings deleted by a duplicate cleaning task.

Recording Access

nbavs__RecordingAccess__c

FALSE

Customer Administration

A record governing a User or Groups access to call recordings.

Natterbox User, Group

Requested Skill

nbavs__Requested_Skill__c

TRUE

Reporting

A record to enable reporting on which skills (and the required levels) were requested as part of a call which are related to Call Reporting records

Routing Policy

nbavs__CallFlow__c

FALSE

Customer Administration

A record to contain the metadata for a single Call Routing policy created with the Natterbox Routing Policy UI.

Service Presence Group Unsynced User

nbavs__ServicePresenceGroupUnsyncedUser__c

FALSE

Reporting

Record show a User who’s login status to the call center does not match that of the Salesforce Service (Service Cloud Voice Only).

Skill

nbavs__Skill__c

TRUE

Customer Administration

This object stores the details of each Skill that is created on the Account Settings page and used within call queues.

Sound

nbavs__Sound__c

FALSE

Customer Administration

This object stores the sound files that are uploaded and can be used in the routing policy as an alternative to text-to-speech.

Temp Task

nbavs__TempTask__c

FALSE

Backend Control

A temporary clone of a wrapped up call activity record, for the purpose of holding data while waiting for the related Call Reporting record to be created in order to link the records together.

User Policy

nbavs__UserPolicy__c

FALSE

Backend Control

A record to control how calls to a single user will route and whether calls will be sent to voicemail or not (controlled via the user settings).

Natterbox User

User Ring Target

nbavs__UserRingTarget__c

FALSE

Backend Control

A record to control the inbound routing destinations for a single user

Natterbox User, Device, Associated Number

User Settings

nbavs__UserSettings__c

FALSE

Customer Administration

A record to contain the settings related to a specific Natterbox user that differ from the Organisation default (Dial Home Country, TTS Voice, Caller ID etc).

Natterbox User

User Skill

nbavs__User_Skill__c

TRUE

Customer Administration

The level of a specific skill against a specific User.

Natterbox User, Skill

User Template

nbavs__User_Template__c

TRUE

Customer Administration

This object setup to hold data in related to bulk user insert.

Group, Availability Profile, Availability State

User Template Status

nbavs__User_Template_Status__c

TRUE

Backend Control

This object holds users linked with a particular user template.

User Template

User Voicemail

nbavs__UserVoicemail__c

FALSE

Backend Control

A record of a voicemail to a specific user for the purpose of appearing in the users Voicemail list on Freedom.

Natterbox User

AI Prompt

nbavs__AI_Prompt__c

TRUE

Reporting

This object is where the results of the AI prompts are stored, it has links to the Insight record and AI Prompt Configuration. This object is not used once the single object for AI is deployed. The new object is Natterbox AI.

Insight

Yes, as long as you no longer want the historical data

Insight

nbavs__Insights__c

TRUE

Core Reporting

This object is where the details from the Insight analytics would be reportable or used within the Insight Player. This is now replaced by the Natterbox AI object for those using AI Prompt Studio with the Single Object. For details on the fields on the Insight object, see here.

Call Reporting, Account, Case, Contact, Lead, Group, Natterbox User, Opportunity

Yes, as long as you no longer want the historical data

Insight Note Deprecated

nbavs__Insights_Notes__c

-

-

DEPRECATED

-

Yes

Secure Pay Form

nbavs__SecurePayForm__c

-

-

DEPRECATED

-

Yes

Secure Payment

nbavs__SecurePayment__c

-

-

DEPRECATED

-

Yes

Natterbox AI Result

Natterbox_AI_Result__c

TRUE

Reporting

REVIEW: An Object for storing Natterbox AI prompt results

Yes

Call Control Object

-

-

Customer Administration

A custom object sometimes recommended to be built by the Natterbox team to control opening times (or days). It may go other names but see here for more information.

-

No