Natterbox uses Salesforce's own reporting engine so if you know Salesforce reports, Natterbox reporting is going to be a lot easier.
Here are the main report types that you will use (depending on the Natterbox features you use) and are already in your org installed by the Natterbox package:
Video Tutorial
Here is an introduction to reporting...
Pre-built Natterbox Reports
When Natterbox is installed, it comes with two Prebuilt folders containing useful reports (Inbound / Outbound). These reports provide insights into call activity but can be fully customized to meet your organization's specific needs. We recommend not overwriting these reports but duplicating (save as) and then editing them so you can retain the originals for reference. Reporting on call statistics is essential for tracking performance, optimizing workflows, and gaining valuable insights into communication trends.
You can find these folders by navigating to Reports and searching “All Folders” - The current folder names are:
“Natterbox Inbound Reports v1.39 May 18”
“Natterbox Outbound Reports v1.39 May 18”
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Contents of the Inbound Out-Of-The-Box Reports:
Report Name: | Report Description: |
|---|---|
Accounts - Monthly | A report to show the Total Inbound Talk Time and Total Inbound Calls per Accounts for this Month. |
Accounts - Today | A report to show the Total Inbound Talk Time and Total Inbound Calls per Accounts for Today. |
Accounts - Weekly | A report to show the Total Inbound Talk Time and Total Inbound Calls per Accounts for this Week. |
Average Hunt Time per Queue - Monthly | A report to show the Average Hunt time per Call Queue for this Month. |
Average Hunt Time per Queue - Today | A report to show the Average Hunt time per Call Queue for Today |
Average Hunt Time per Queue - Weekly | A report to show the Average Hunt time per Call Queue for this Week. |
Average Talk Time per Queue - Monthly | A report to show the Average Talk time per Call queue for this Month. |
Average Talk Time per Queue - Today | A report to show the Average Talk time per Call queue for Today |
Average Talk Time per Queue - Weekly | A report to show the Average Talk time per Call queue for this Week. |
Calls per Wrapup - Monthly | A report to show the total Inbound calls per Wrapup for this Month. |
Calls per Wrapup - Today | A report to show the total Inbound calls per Wrapup for Today. |
Calls per Wrapup - Weekly | A report to show the total Inbound calls per Wrapup for this Week. |
Cases - Monthly | A report to show the Total Inbound Talk Time and Total Inbound Calls per Cases for this Month. |
Cases - Today | A report to show the Total Inbound Talk Time and Total Inbound Calls per Cases for Today. |
Cases - Weekly | A report to show the Total Inbound Talk Time and Total Inbound Calls per Cases for this Week. |
Contacts - Monthly | A report to show the Total Outbound Talk Time and Total Outbound Calls per Contacts for this Month. |
Contacts - Today | A report to show the Total Inbound Talk Time and Total Inbound Calls per Contacts for Today |
Contacts - Weekly | A report to show the Total Outbound Talk Time and Total Outbound Calls per Contacts for this Week. |
Leads - Monthly | A report to show the Total Inbound Talk Time and Total Inbound Calls per Leads for this Month. |
Leads - Today | A report to show the Total Inbound Talk Time and Total Inbound Calls per Leads for Today. |
Leads - Weekly | A report to show the Total Inbound Talk Time and Total Inbound Calls per Leads for this Week. |
Missed Calls - Monthly | A report to show the Total amount of Missed calls for this Month. A missed call is defined as a call that went to voicemail or that was not answered. |
Missed Calls - Today | A report to show the Total amount of Missed calls for Today. A missed call is defined as a call that went to voicemail or that was not answered. |
Missed Calls - Weekly | A report to show the Total amount of Missed calls for this Week. A missed call is defined as a call that went to voicemail or that was not answered. |
Talk time per User - Monthly | A report to show the Total Inbound Talk Time per User for this Month. |
Talk time per User - Today | A report to show the Total Inbound Talk Time per User for Today. |
Talk time per User - Weekly | A report to show the Total Inbound Talk Time per User for this Week. |
Total calls by Hour - Monthly | A report to show the Total Inbound calls by Hour for this Month. |
Total calls by Hour - Today | A report to show the Total Inbound calls by Hour for Today. |
Total calls by Hour - Weekly | A report to show the Total Inbound calls by Hour for this Week. |
Total calls by User - Monthly | A report to show the Total Inbound Calls by User for this Month. |
Total calls by User - Today | A report to show the Total Inbound Calls by User for Today. |
Total calls by User - Weekly | A report to show the Total Inbound Calls by User for this Week. |
Total calls per Policy - Monthly | A report to show the Total amount of calls per Policy for this Month. |
Total calls per Policy - Today | A report to show the Total amount of calls per Policy for Today. |
Total calls per Policy - Weekly | A report to show the Total amount of calls per Policy for this Week. |
Total calls per Queue - Monthly | A report to show the Total calls per Call Queue for this Month. |
Total calls per Queue - Today | A report to show the Total calls per Call Queue for Today. |
Total calls per Queue - Weekly | A report to show the Total calls per Call Queue for this Week. |
Contents of the Outbound Out-Of-The-Box Reports:
Report Name: | Report Description: | |
|---|---|---|
Accounts - Monthly | A report to show the Total Outbound Talk Time and Total Outbound Calls per Accounts for this Month. | |
Accounts - Today | A report to show the Total Outbound Talk Time and Total Outbound Calls per Accounts for Today. | |
Accounts - Weekly |
A report to show the Total Outbound Talk Time and Total Outbound Calls per Accounts for this Weekly. | |
Calls per Wrapup - Monthly | A report to show the total Outbound calls per Wrapup for this Month. | |
Calls per Wrapup - Today | A report to show the total Outbound calls per Wrapup for Today. | |
Calls per Wrapup - Weekly | A report to show the total Outbound calls per Wrapup for this Week. | |
Cases - Monthly | A report to show the Total Outbound Talk Time and Total Outbound Calls per Cases for this Month. | |
Cases - Today | A report to show the Total Outbound Talk Time and Total Outbound Calls per Cases for Today. | |
Cases - Weekly | A report to show the Total Outbound Talk Time and Total Outbound Calls per Cases for this Week. | |
Contacts - Monthly | A report to show the Total Outbound Talk Time and Total Outbound Calls per Contacts for this Month. | |
Contacts - Today | A report to show the Total Outbound Talk Time and Total Outbound Calls per Contacts for Today. | |
Contacts - Weekly | A report to show the Total Outbound Talk Time and Total Outbound Calls per Contacts for this Week. | |
Leads - Monthly | A report to show the Total Outbound Talk Time and Total Outbound Calls per Leads for this Month. | |
Leads - Today | A report to show the Total Outbound Talk Time and Total Outbound Calls per Leads for Today. | |
Leads - Weekly | A report to show the Total Outbound Talk Time and Total Outbound Calls per Leads for this Week. | |
Talk time per User - Monthly | A report to show the Total Outbound Talk Time per User for this Month. | |
Talk time per User - Today | A report to show the Total Outbound Talk Time per User for Today. | |
Talk time per User - Weekly | A report to show the Total Outbound Talk Time per User for this Week. | |
Total calls by Hour - Monthly | A report to show the Total Outbound calls by Hour for this Month. | |
Total calls by Hour - Today | A report to show the Total Outbound calls by Hour for Today. | |
Total calls by Hour - Weekly | A report to show the Total Outbound calls by Hour for this Week. | |
Total calls by User - Monthly | A report to show the Total Outbound Calls by User for this Month. | |
Total calls by User - Today | A report to show the Total Outbound Calls by User for Today. | |
Total calls by User - Weekly | A report to show the Total Outbound Calls by User for this Week. |
If you want to know more about Salesforce Reports please see the following resources:
Reports - Salesforce Documentation
Reports & Dashboards for Lightning Experience | Salesforce Trailhead