Want to review your service continuity process? Click here!

Reporting with the Natterbox User Object

  • Updated on Oct 2, 2026
  • Published on Nov 24, 2023
  • 1 minute(s) read
Prev Next

Natterbox Users and Natterbox licences can be managed from the Natterbox Users tab or Mange Licences page but if you would like to report on Natterbox Users, this can be done using Salesforce reporting. Here are some common reports you might want to build.

How many active Natterbox Users are there in our org?

  • Report type = Natterbox Users

  • Show Me = All natterbox users

  • Filter on Active = True

  • Optional:

    • Add the fields: User Extension, Permission Level or Email Address


What licences are assigned to active Natterbox Users in our org?

  • Report type = Natterbox Users

  • Show Me = All natterbox users

  • Filter on Active = True

  • Add the columns: Voice, Freedom OR Service Cloud Voice

  • Optional (add these fields according to the licences you use in your org):

    • Contact Centre, Record, PCI, Service Cloud Voice, AI Advisor, WhatsApp, SMS, Chat

What licences are assigned to active Natterbox Users in our org BY Group?

  • Report type = Natterbox Users with Group Members and Groups

  • Show Me = All natterbox users

  • Filter on Active = True

  • Group by Group: Group Name

  • Remove Group Member: Name

  • Add the columns: Voice, Freedom OR Service Cloud Voice

  • Optional (add these fields according to the licences you use in your org):

    • Contact Centre, Record, PCI, Service Cloud Voice, AI Advisor, WhatsApp, SMS, Chat

Note: users can be in multiple groups but the total licences at the top will be correct.

What licences are assigned to inactive Natterbox Users in our org?

  • Report type = Natterbox Users

  • Show Me = All natterbox users

  • Filter on Active = False

    • Add the columns: Voice, Freedom OR Service Cloud Voice

    • Optional (add these fields according to the licences you use in your org):

      • Contact Centre, Record, PCI, Service Cloud Voice, AI Advisor, WhatsApp, SMS, Chat


How can I report on users with zero call usage?

Please note: this allows you to identify users who hold an active license but have zero inbound or outbound call records during a specified time period.

  • Report type = Natterbox Users

  • Show Me = All natterbox users

  • Filter on Active = True

  • Add Cross Filter = Natterbox Users without Call Reporting (From Natterbox User)

  • Add Cross Filter = Natterbox Users without Call Reporting (To Natterbox User)

  • Filter on a time field (under the Call Reporting cross filters), e.g. Created Date (or Conversation Start Time) = LAST 30 DAYS, LAST 60 DAYS, THIS YEAR…

  • Add the fields: User, Extension, Email Address

  • Optional: Add in Voice, Contact Center, Record, Freedom OR Service Cloud Voice (these fields show what licences user are assigned).