---
title: "Reporting on Connected Rate per Month and Similar Reports"
slug: "reporting-on-connected-rates-per-month"
updated: 2026-09-08T16:01:43Z
published: 2026-09-08T16:01:43Z
canonical: "docs.natterbox.com/reporting-on-connected-rates-per-month"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.natterbox.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Reporting on Connected Rate per Month and Similar Reports

Using the [PARENTGROUPVAL()](https://help.salesforce.com/s/articleView?id=sf.reports_summary_functions_about.htm&type=5) formula you can create reports similar to the following examples:

1. % Connected per Month (Using an existing field)
2. % Connected (Using an existing field but only 1 grouping)
3. % SLA Exceeded per Hour (Using a row-level formula)
4. % Abandoned in Queue per Day (Using a bucket field)

For all of the examples, you can change the metrics and the timeframe, just make sure you adapt the formula to work for your use case.

### Overview of PARENTGROUPVAL

PARENTGROUPVAL seems like a daunting Salesforce formula at first. If you would like to understand how it work, here is a summary:

RowCount/PARENTGROUPVAL(RowCount,Second Grouping)

RowCount/PARENTGROUPVAL(RowCount,nbavs__CallReporting__c.nbavs__From_Start_Time__c)

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/image-1766146336018.png)

### % Connected per Month

1. Create a report with the report type: Call Reporting
2. Show me = All call reporting
3. Change the date field from **Conversation Answer Time** > **Call Reporting: Created Date** and set the value to 'Current CY'

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/Screenshot%202023-11-07%20at%2012.28.22.png)![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/Screenshot%202023-11-07%20at%2012.28.50.png)
4. Filter on **Call Direction** = *Inbound* and **From Natterbox User** = " " (blank)
5. Group by **Conversation Start Time** and then **From Call Type**
6. Click the dropdown next to **Conversation Start Time** and select 'Group Date By...' > 'Calendar Month'

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/Screenshot%202023-11-07%20at%2011.46.30.png)
7. Add a summary formula:
  1. Column Name: Connected %
  2. Formula Output Type = Percentage
  3. Formula:

*RowCount/PARENTGROUPVAL(RowCount,nbavs__CallReporting__c.nbavs__From_Start_Time__c)*
  4. Display: Selected Groups, Row Group: **From Call Type**
  5. Apply!

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/Screenshot%202023-11-07%20at%2011.50.15.png)
8. Toggle off: Detail Rows

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/Screenshot%202023-11-07%20at%2011.50.46.png)
9. *Save & Run >* give it a name and save it in the appropriate folder.
10. Optional:
  1. Add in **Time Talking**, **From Call Queue Total Wait Seconds**, etc, to see other time metrics on the same report

Here is what the report might look like:

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/Screenshot%202023-11-07%20at%2011.58.46.png)

### % Connected

1. Create a report with the report type: Call Reporting
2. Show me = All call reporting
3. Change the date field from **Conversation Answer Time** > **Call Reporting: Created Date** and set the value to 'THIS MONTH' or ‘THIS WEEK’

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/image-1709754073822.png)![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/Screenshot 2024-03-06 at 19.37.39(1).png)
4. *Optional*: filter on **Call Direction** = ‘Inbound’ and/or ‘Outbound’ or you can include all calls.
5. Group by **From Call Type**
6. Toggle off: Detail Rows

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/Screenshot%202023-11-07%20at%2011.50.46.png)
7. Add a summary-level formula
  1. Column Name: Connected %
  2. Formula Output Type = Percentage
  3. Formula:

*RowCount / PARENTGROUPVAL(RowCount, GRAND_SUMMARY)*
  4. Display: Selected Groups, Row Group: **From Call Type**
  5. Apply!

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/Screenshot 2024-03-06 at 19.54.17.png)
8. *Save & Run >* give it a name and save it in the appropriate folder.

Here is what the report might look like:

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/Screenshot 2024-03-06 at 19.58.25.png)

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For more information on reports similar to this, see [this Salesforce guide](https://help.salesforce.com/s/articleView?id=000386586&type=1).

### % SLA Exceeded per Hour

1. Create a report with the report type: Call Reporting
2. Show me = All call reporting
3. Change the date field from **Conversation Answer Time** > **Conversation Start Time** and set the value to 'TODAY'

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/Screenshot%202023-11-07%20at%2012.28.22.png)![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/Screenshot%202023-11-07%20at%2012.29.17.png)
4. Filter on **From Call Queue Last Queue** *not equal to* " " (blank)
5. Add a row-level formula (or it could be a new field on the Call Reporting object with the same formula):
  1. Column Name: **Exceeded SLA?**
  2. Formula Output Type: Text
  3. Formula:

*IF(nbavs__CallReporting__c.nbavs__From_Call_Queue_Total_Wait_Seconds__c >60, "Yes","No")*
  4. Apply
6. Group by **Hour** and then **Exceeded SLA?**
7. Add the field **From Call Queue Total Wait Seconds**
8. Create a summary formula:
  1. Column Name: SLA %
  2. Formula Output Type = Percentage
  3. Formula:

*RowCount/PARENTGROUPVAL(RowCount,nbavs__CallReporting__c.nbavs__Hour__c)*
  4. Display: Selected Groups, Row Group: **Exceeded SLA?**
  5. Apply! ![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/Screenshot%202023-11-07%20at%2012.20.13.png)
9. Toggle off: Detail Rows

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/Screenshot%202023-11-07%20at%2011.50.46.png)
10. *Save & Run >* give it a name and save it in the appropriate folder.

Here is what the report might look like:

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/Screenshot%202023-11-07%20at%2012.35.44.png)

### % SLA (Simple)

1. Create a report with the report type: Call Reporting
2. Show me = All call reporting
3. Change the date field from **Conversation Answer Time** > **Call Reporting: Created Date** and set the value to 'THIS MONTH' or ‘THIS WEEK’

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/image-1709754073822.png)![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/Screenshot 2024-03-06 at 19.37.39(1).png)
4. Filter on **From Call Queue Last Queue** *not equal to* “ “
5. Add the field **From Call Queue Last Wait Seconds** and bucket that field
  1. Anything under 30 seconds (or your SLA) label ‘Under SLA’ and the other option label ‘Exceeded SLA’ ![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/Screenshot 2025-07-14 at 14.16.48.png)
6. Add a summary-level formula
  1. Column Name: SLA %
  2. Formula Output Type = Percentage
  3. Formula:

*RowCount / PARENTGROUPVAL(RowCount, GRAND_SUMMARY)*
  4. Display: Selected Groups, Row Group: **SLA?**
  5. Apply!

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/Screenshot 2025-07-14 at 14.18.22.png)
7. Toggle off: Detail Rows

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/Screenshot%202023-11-07%20at%2011.50.46.png)
8. *Save & Run >* give it a name and save it in the appropriate folder.

Here is what the report might look like:

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/Screenshot 2025-07-14 at 14.18.47.png)

### % Abandoned in Queue per Day

1. Create a report with the report type: Call Reporting
2. Show me = All call reporting
3. Change the date field from **Conversation Answer Time** > **Conversation Start Time** and set the value to 'THIS WEEK' or 'THIS MONTH'

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/Screenshot%202023-11-07%20at%2012.28.22.png)![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/Screenshot%202023-11-07%20at%2012.49.53.png)
4. Filter on **From Call Queue Last Queue** *not equal to* " " (blank)
5. Add the field **From Call Queue Last Disposition**
6. Click the dropdown next to the field **From Call Queue Last Disposition** and select 'Bucket This Column':
  1. Bucket Name: **Handled vs Abandoned**
  2. Create the two buckets: Abandoned and Handled
  3. For the 'Abandoned' bucket, add these values
    1. HANGUP
    2. ABANDONED_CALLBACK
    3. ABANDONED
    4. TIMEOUT ![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/Screenshot%202023-11-07%20at%2012.57.57.png)
  4. For the 'Handled' bucket, add this value:
    1. ANSWERED ![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/Screenshot%202023-11-07%20at%2012.58.22.png)

*Note: you might not use all these values, for example 'ABANDONED_CALLBACK' will only populate if you have enabled callbacks in your call queue. To understand what the values mean, see* [*this guide*](https://docs.natterbox.com/docs/call-reporting-fields-definitions#call-queue-related-properties)*.* *You might want to change how the values are bucketed for your business.*
  5. Apply
7. Group by **Call Reporting: Created Date** and then **Handled vs Abandoned**
8. Create a summary formula:
  1. Column Name: % Abandoned
  2. Formula Output Type = Percent
  3. Formula:

*RowCount/PARENTGROUPVAL(RowCount,CUST_CREATED_DATE)*

*'CUST_CREATED_DATE' is added by clicking the Grouping Date field* *![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/Screenshot%202023-11-07%20at%2013.01.17.png)*
  4. Display: Selected Groups, Row Group: **Handled vs Abandoned**
  5. Apply! ![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/Screenshot 2024-02-15 at 20.49.37.png)
9. Toggle off: Detail Rows

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/Screenshot%202023-11-07%20at%2011.50.46.png)
10. *Save & Run >* give it a name and save it in the appropriate folder.

Here is what the report might look like: ![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/Screenshot%202023-11-07%20at%2013.02.51.png)

### % Abandoned vs Handled (Simple)

1. Create a report with the report type: Call Reporting
2. Show me = All call reporting
3. Change the date field from **Conversation Answer Time** > **Call Reporting: Created Date** and set the value to 'THIS MONTH' or ‘THIS WEEK’

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/image-1709754073822.png)![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/Screenshot 2024-03-06 at 19.37.39(1).png)
4. Filter on **From Call Queue Last Queue** *not equal to* “ “
5. Add the **From Call Queue Last Disposition** and bucket this field
  1. Categories the values into ‘Abandoned’ and ‘Handled’ as per your business
  2. Group by this bucketed field
6. Add a summary-level formula
  1. Column Name: % Abandoned / Handled
  2. Formula Output Type = Percentage
  3. Formula:

*RowCount / PARENTGROUPVAL(RowCount, GRAND_SUMMARY)*
  4. Display: Selected Groups, Row Group: **Handled vs Abandoned**
  5. Apply!

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/Screenshot 2025-07-14 at 14.22.36.png)
7. Toggle off: Detail Rows

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/Screenshot%202023-11-07%20at%2011.50.46.png)
8. *Save & Run >* give it a name and save it in the appropriate folder.

Here is what the report might look like:

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/Screenshot 2025-07-14 at 14.23.11.png)

### Using PARENTGROUPVAL in a Matrix Report

If you group by rows and group by columns that creates a matrix report, you then need to give PARENTGROUPVAL three conditions not 2. For more information, [here is a youtube video](https://www.youtube.com/watch?v=DJbUbgbjOqQ).