12.1.2. Reporting Gates

Reporting gates use custom fields on the call reporting object and allow more data on how the call was routed. You will need salesforce permissions to be able to access salesforce setup and create new fields.

Here is how to create a reporting gate:

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. Type = Text

   2. Next

5. Step 2. Enter the details

   1. Field Label = something like ‘Reporting Gate’ or ‘MainSwitchboard’

   2. Length = 20 characters should be enough but you can customize as needed

   3. Field Name = this auto populates

   4. Description = something like ‘This field is used as a reporting gate in our Main Inbound Policy’

   5. Help Text = something similar to above

   6. Leave the rest of the options as default

   7. Next

6. Step 3. Establish field-level security

   1. Leave field-level security as default unless you wish to customize.

   2. Next

7. Step 4. Add to page layouts

   1. We recommend you leave this as default so the reporting gate field can be seen on the call reporting page layout at the bottom of the Conversation Summary section.

   2. Save

8. Now, head to your routing policy that you want to add the reporting gate to.

9. Break the connector where you want the reporting gate by double clicking the line.

10. Add an Action container with a Manage Properties app.

    1. Go to the Custom Properties tab

    2. Name this item = something like ‘Reporting Gate’

    3. Click + Add Property

    4. Property = this needs to be the api name of the custom field without ‘__c’, e.g. if the api name is ‘Reporting_Gate__c’ the value to add is ‘Reporting_Gate’.

    5. Value = whatever value you want to add in here to assist in your call reporting

    6. Export = Enabled

11. Reconnect any connectors you broke

12. Save your changes

An example of how to set this up:

Here is a simple routing policy where you report on the switchboard options:

Here are some ways to use reporting gates:

• Reporting on where callers are hanging up

• Reporting on switchboard options that are pressed

• Reporting on blocked numbers

• Reporting on calls that happened out of hours

• Reporting on the account/contact/lead/case/other objects queried in the routing policy

• Reporting on the number of times a caller goes through the switchboard