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AI Advisor Reports with the Natterbox AI object

  • Updated on Jun 16, 2026
  • Published on Jun 16, 2026
  • 14 minute(s) read
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ℹ️

Note: These reports are only for organisations using AI Advisor with the single Natterbox AI object. If you are still using the legacy AI Prompt or Insight objects, speak to your account manager about migrating.

This guide walks you through building Salesforce reports using the Natterbox AI object to view AI Advisor results. It covers both Manager and Agent views and explains how to use averages, high/low score thresholds, and free text analysis to get the most from your AI Advisor data. This is not an exhaustive list and provides a showcase on the type of reporting that is possible. Your prompts and reports might vary but the general structure and how you view your data can be replicated using the below methodology. See AI Advisor Prompt Template Library for more prompt ideas!

Understanding the field structure

AI Advisor generates fields on the Natterbox AI object based on your prompt configuration. The naming follows a consistent pattern:

Prefix

Prompt Type

Field type

Description

RT-[Prompt Name]

Rating

Number (Rating)

The numerical score (typically 1–10) returned by the AI. Use this for charts, filters, and averages.

RE-[Prompt Name]

Rating

Long Text (Reasoning)

The AI's reasoning/justification for the rating.

FT-[Prompt Name]

Free Text

Long Text (Free Text)

The full text response from a free text prompt.

FS-[Prompt Name]

Free Text

Text(255)

A truncated searchable text response from the free text prompt.

Rating prompts generate two fields (RT- and RE-). Free text prompts generate two fields (FT- and FS-).

Your prompt names will be specific to your organisation — for example, RT-Agent Performance, RE-Agent Performance, or FT-Executive Call Snapshot.

Report type

All reports in this guide use the same Salesforce report type:

Natterbox AI with Call Reporting

How to view your data

AI Advisor gives you rich data on every analysed call. The way you view that data determines how useful it is. The reports in this guide are built around four distinct view types — each designed to answer a different question.

📊 Average (AVG) reports

Question answered: "How is this agent performing overall?"

Shows the mean score per agent across all their analysed calls. This is your primary view for ongoing performance monitoring.

💡

When to use: Review weekly or fortnightly. A single low score might be an outlier — but a declining average over weeks indicates a real trend that needs attention. Compare an agent's current average against their own historical average, not just against other agents.

🔴 LOW score reports (rating <= 3)

Question answered: "Which calls need my attention right now?"

Surfaces calls that scored poorly. A high count of low-scoring calls for any agent signals a coaching opportunity that should not wait.

💡

When to use: Review daily or several times a week. Prioritise these over averages when deciding who to coach first. Open the RE- reasoning field on low-scoring calls to understand exactly what went wrong.

🟢 HIGH score reports (rating >= 8)

Question answered: "What does great look like?"

Isolates calls where agents performed exceptionally. Use these to identify top performers, share best-practice examples, and recognise strong work in team meetings.

💡

When to use: Review weekly. Open the RE- reasoning field on high-scoring calls to understand why the AI rated them highly — then share those insights with the wider team.

📝 Free text reports

Question answered: "What actually happened on this call?"

Surfaces qualitative insights that cannot be reduced to a number — call summaries, escalation risks, competitor mentions, compliance failures, and more. These give you the "why" behind the numbers.

💡

When to use: Depends on the report. Call Snapshots daily, Escalation Risks daily, Competitor mentions weekly, Testimonial candidates monthly.

Combining views for the full picture

No single report tells the full story. The real power comes from combining multiple perspectives on the same agent:

  • Their AVG Performance is 6.5 — decent but not outstanding.

  • Their HIGH count is 12 and LOW count is 8 — high variance, suggesting inconsistency.

  • Their Tone & Energy AVG is 8.2 — strong communication skills.

  • Their LOW Discovery & Needs count is high — they are likely rushing through needs analysis.

This combined view gives you a specific, actionable coaching conversation: "Your communication style is great — let's focus on slowing down during the discovery phase."

Manager reports

Manager reports are designed for team leaders and supervisors who need to see performance across their team. They group data by agent so you can compare scores side by side, spot outliers, and identify who needs coaching or recognition. These are the reports you will look at when preparing for 1:1s, team meetings, or quality reviews.

Manager - AVG Agent Performance (RATING)

Shows the average agent performance score across all analysed calls, grouped by agent. Use this as your primary day-to-day view of how each team member is performing overall.

  • Report type = Natterbox AI with Call Reporting

  • Show Me = All natterbox ai

  • Call Reporting: Created Date = All Time (or your desired time frame)

  • Filter: Has Prompt Data equals True

  • Filter: RE-Agent Performance does not contain Transcription is too short.

  • Filter: Caller Type equals Employee

  • Group by Natterbox User

  • Add columns: Natterbox AI: Natterbox AI Name, Call Reporting: Name, RE-Agent Performance, RT-Agent Performance, Natterbox AI: Created Date

  • Change Row configuration for RT-Agent Performance - Summarize - Toggle “Average”

  • Add a Horizontal Bar Chart — set to show Average of RT-Agent Performance by Natterbox User

Manager - LOW Agent Performance (RATING)

Surfaces calls where agent performance scored 3 or below. A high count here for any agent indicates they need coaching or support.

  • Report type = Natterbox AI with Call Reporting

  • Show Me = All natterbox ai

  • Call Reporting: Created Date = All Time (or your desired time frame)

  • Filter: Has Prompt Data equals True

  • Filter: RE-Agent Performance does not contain Transcription is too short

  • Filter: Caller Type equals Employee

  • Filter: RT-Agent Performance less than 3

  • Group by Natterbox User

  • Add columns: Natterbox AI: Natterbox AI Name, Call Reporting: Name, RE-Agent Performance, RT-Agent Performance, Natterbox AI: Created Date

  • Toggle off Detail Rows to show only the count per agent

Manager - HIGH Agent Performance (RATING)

Isolates calls where agent performance scored 8 or above. Use this to identify top performers and find best-practice calls to share with the wider team.

  • Report type = Natterbox AI with Call Reporting

  • Show Me = All natterbox ai

  • Call Reporting: Created Date = All Time (or your desired time frame)

  • Filter: Has Prompt Data equals True

  • Filter: RE-Agent Performance does not contain Transcription is too short

  • Filter: Caller Type equals Employee

  • Filter: RT-Agent Performance greater than or equal to 8

  • Group by Natterbox User

  • Add columns: Natterbox AI: Natterbox AI Name, Call Reporting: Name, RE-Agent Performance, RT-Agent Performance, Natterbox AI: Created Date

  • Toggle off Detail Rows to show only the count per agent

Manager - AVG Customer Experience (RATING)

Shows the average customer experience score per agent. This analyses the customer's side of the conversation — how well the customer was treated and how they likely felt during the call.

  • Report type = Natterbox AI with Call Reporting

  • Show Me = All natterbox ai

  • Call Reporting: Created Date = All Time (or your desired time frame)

  • Filter: Has Prompt Data equals True

  • Filter: RE-Customer Experience does not contain Transcription is too short

  • Filter: Caller Type equals Customer

  • Group by Natterbox User

  • Add columns: Natterbox AI: Natterbox AI Name, Call Reporting: Name, RE-Customer Experience, RT-Customer Experience, Natterbox AI: Created Date

  • Change Row configuration for RT-Customer Experience - Summarize - Toggle “Average”

  • Add a Horizontal Bar Chart — set to show Average of RT-Customer Experience by Natterbox User

Manager - LOW Customer Experience (RATING)

Surfaces calls where the customer experience scored 4 or below. These are calls where customers likely had a poor experience — review them promptly to prevent churn or escalation.

  • Report type = Natterbox AI with Call Reporting

  • Show Me = All natterbox ai

  • Call Reporting: Created Date = All Time (or your desired time frame)

  • Filter: Has Prompt Data equals True

  • Filter: RE-Customer Experience does not contain Transcription is too short

  • Filter: Caller Type equals Customer

  • Filter: RT-Customer Experience less than or equal to 3

  • Group by Natterbox User

  • Add columns: Natterbox AI: Natterbox AI Name, Call Reporting: Name, RE-Customer Experience, RT-Customer Experience, Natterbox AI: Created Date

  • Toggle off Detail Rows to show only the count per agent

Manager - HIGH Customer Experience (RATING)

Isolates calls where the customer experience scored 8 or above. Helps identify which agents consistently deliver excellent customer interactions.

  • Report type = Natterbox AI with Call Reporting

  • Show Me = All natterbox ai

  • Call Reporting: Created Date = All Time (or your desired time frame)

  • Filter: Has Prompt Data equals True

  • Filter: RE-Customer Experience does not contain Transcription is too short

  • Filter: Caller Type equals Customer

  • Filter: RT-Customer Experience greater than or equal to 8

  • Group by Natterbox User

  • Add columns: Natterbox AI: Natterbox AI Name, Call Reporting: Name, RE-Customer Experience, RT-Customer Experience, Natterbox AI: Created Date

  • Toggle off Detail Rows to show only the count per agent

Manager - AVG Discovery & Needs Analysis (RATING)

Shows the average discovery and needs analysis score per agent. Measures how well agents uncover customer requirements and pain points during calls.

  • Report type = Natterbox AI with Call Reporting

  • Show Me = All natterbox ai

  • Call Reporting: Created Date = All Time (or your desired time frame)

  • Filter: Has Prompt Data equals True

  • Filter: RE-Discovery & Needs does not contain Transcription is too short

  • Filter: Caller Type equals Employee

  • Group by Natterbox User

  • Add columns: Natterbox AI: Natterbox AI Name, Call Reporting: Name, RE-Discovery & Needs, RT-Discovery & Needs, Natterbox AI: Created Date

  • Change Row configuration for RT-Discovery & Needs - Summarize - Toggle “Average”

  • Add a Horizontal Bar Chart — set to show Average of RT-Discovery & Needs by Natterbox User

Manager - LOW Discovery & Needs (RATING)

Surfaces calls where discovery and needs analysis scored 4 or below. Indicates agents may be rushing through the needs-gathering phase of their calls.

  • Report type = Natterbox AI with Call Reporting

  • Show Me = All natterbox ai

  • Call Reporting: Created Date = All Time (or your desired time frame)

  • Filter: Has Prompt Data equals True

  • Filter: RE-Discovery & Needs does not contain Transcription is too short

  • Filter: Caller Type equals Employee

  • Filter: RT-Discovery & Needs less than or equal to 4

  • Group by Natterbox User

  • Add columns: Natterbox AI: Natterbox AI Name, Call Reporting: Name, RE-Discovery & Needs, RT-Discovery & Needs, Natterbox AI: Created Date

  • Toggle off Detail Rows to show only the count per agent

Manager - HIGH Discovery & Needs (RATING)

Isolates calls where discovery and needs analysis scored 8 or above. Great examples of thorough needs-gathering to share in team training.

  • Report type = Natterbox AI with Call Reporting

  • Show Me = All natterbox ai

  • Call Reporting: Created Date = All Time (or your desired time frame)

  • Filter: Has Prompt Data equals True

  • Filter: RE-Discovery & Needs does not contain Transcription is too short

  • Filter: Caller Type equals Employee

  • Filter: RT-Discovery & Needs greater than or equal to 8

  • Group by Natterbox User

  • Add columns: Natterbox AI: Natterbox AI Name, Call Reporting: Name, RE-Discovery & Needs, RT-Discovery & Needs, Natterbox AI: Created Date

  • Toggle off Detail Rows to show only the count per agent

Manager - Call Snapshot (FREE-TEXT)

Displays a free text summary of each call alongside a link to the recording. Gives managers an executive overview of recent calls without needing to listen to every recording — ideal for daily stand-ups or spot checks.

  • Report type = Natterbox AI with Call Reporting

  • Show Me = All natterbox ai

  • Call Reporting: Created Date = All Time (or your desired time frame)

  • Filter: Has Prompt Data equals True

  • Filter: Caller Type equals Employee

  • Add columns: Natterbox AI: Natterbox AI Name, Call Reporting: Name, FT-[Call Snapshot Prompt], Call Reporting: From Recording URL

Manager - Bad Words Used (RATING)

Surfaces calls where prohibited or unprofessional language was detected by the AI. Flagging these immediately allows managers to address behavioural issues before they become a pattern.

  • Report type = Natterbox AI with Call Reporting

  • Show Me = All natterbox ai

  • Call Reporting: Created Date = All Time (or your desired time frame)

  • Filter: Has Prompt Data equals True

  • Filter: Caller Type equals Employee

  • Filter: RT-[Bad Words Prompt] greater than or equal to 1 - (filter to only show failures based on your prompt's scoring)

  • Add columns: Natterbox AI: Natterbox AI Name, Call Reporting: Name, RE-[Bad Words Prompt], RT-[Bad Words Prompt], Natterbox User, RT-Agent Performance

Manager - Competitor Discussed (RATING)

Identifies calls where competitors were mentioned. Valuable for sales intelligence — review weekly to track the competitive landscape and understand what prospects are comparing you against.

  • Report type = Natterbox AI with Call Reporting

  • Show Me = All natterbox ai

  • Call Reporting: Created Date = All Time (or your desired time frame)

  • Filter: Has Prompt Data equals True

  • Filter: Caller Type equals Employee

  • Filter:  RT-[Competitor Prompt] equals 10 - (filter to only show failures based on your prompt's scoring)

  • Add columns: Natterbox AI: Natterbox AI Name, Call Reporting: Name, RT-[Competitor Prompt], RE-[Competitor Prompt], Natterbox User

Manager - Escalation Risk Identification (RATING)

Flags calls where the AI identified a risk of customer escalation. Review these daily and reach out to at-risk customers before issues escalate — proactive intervention can prevent churn.

  • Report type = Natterbox AI with Call Reporting

  • Show Me = All natterbox ai

  • Call Reporting: Created Date = All Time (or your desired time frame)

  • Filter: Has Prompt Data equals True

  • Filter: Caller Type equals Employee

  • Filter: RT-[Escalation Prompt] greater than or equal to 10 - (filter to only show failures based on your prompt's scoring)

  • Add columns: Natterbox AI: Natterbox AI Name, Call Reporting: Name, RE-[Escalation Prompt], RT-[Escalation Prompt]

Manager - Testimonial & Case Study Miner (FREE-TEXT)

Identifies calls where customers expressed strong satisfaction — potential candidates for testimonials or case studies. Review monthly and pass strong candidates to your marketing team.

  • Report type = Natterbox AI with Call Reporting

  • Show Me = All natterbox ai

  • Call Reporting: Created Date = All Time (or your desired time frame)

  • Filter: Has Prompt Data equals True

  • Filter: Caller Type equals Employee

  • Add columns: Natterbox AI: Natterbox AI Name, Call Reporting: Name, FT-[Testimonial Prompt], Natterbox User

Manager - Recording Compliance Fails (RATING)

Surfaces calls that failed recording compliance checks — for example, where an agent failed to deliver required disclosures. Critical for regulated industries where non-compliance carries legal risk.

  • Report type = Natterbox AI with Call Reporting

  • Show Me = All natterbox ai

  • Call Reporting: Created Date = All Time (or your desired time frame)

  • Filter: Has Prompt Data equals True

  • Filter: Caller Type equals Employee

  • Filter: RT-[Compliance Prompt] — filter to only show failures based on your prompt's scoring

  • Add columns: Natterbox AI: Natterbox AI Name, Call Reporting: Name, RE-[Compliance Prompt], RT-[Compliance Prompt], Natterbox User

Agent reports

Agent reports are designed for individual contributors to monitor their own performance over time. Rather than comparing agents against each other, these reports focus on personal trends — helping agents self-reflect, track improvement, and identify their own areas for growth without waiting for a manager review.

Agent - Performance Score

Tracks an individual agent's performance rating over time. Useful for self-reflection and identifying personal trends.

  • Report type = Natterbox AI with Call Reporting

  • Show Me = All natterbox ai

  • Call Reporting: Created Date = All Time (or your desired time frame)

  • Filter: Has Prompt Data equals True

  • Filter: RE-[Performance Prompt] does not contain Transcription is too short

  • Filter: Caller Type equals Employee

  • Filter: Natterbox User equals [Agent Name]

  • Group by Natterbox AI: Created Date

  • Add columns: Natterbox AI: Natterbox AI Name, Call Reporting: Name, RT-[Performance Prompt], RE-[Performance Prompt]

  • Change Row configuration for RT-Agent Performance - Summarize - Toggle “Average”

  • Add a Donut Chart to see Average.

Agent - Customer Experience Score

Shows agents how their customers are experiencing their calls. Provides direct feedback on the customer's perception.

  • Report type = Natterbox AI with Call Reporting

  • Show Me = All natterbox ai

  • Call Reporting: Created Date = All Time (or your desired time frame)

  • Filter: Has Prompt Data equals True

  • Filter: RE-[Customer Experience Prompt] does not contain Transcription is too short

  • Filter: Caller Type equals Customer

  • Filter: Natterbox User equals [Agent Name]

  • Group by Natterbox AI: Created Date

  • Add columns: Natterbox AI: Natterbox AI Name, Call Reporting: Name, RT-[Customer Experience Prompt], RE-[Customer Experience Prompt]

  • Change Row configuration for RT-[Customer Experience Prompt] - Summarize - Toggle “Average”

  • Add a Pie chart to show the score trend.

Agent - Inbound / Outbound

Shows the agent's call volume split by direction. Useful for understanding workload balance and whether scores correlate with call direction.

  • Report type = Natterbox AI with Call Reporting

  • Show Me = All natterbox ai

  • Call Reporting: Created Date = All Time (or your desired time frame)

  • Filter: Has Prompt Data equals True

  • Filter: Natterbox User equals [Agent Name]

  • Filter: Caller Type equals Employee

  • Group by Call Reporting: Direction

  • Toggle off Detail Rows

  • Add a Donut Chart to visualise the inbound/outbound split

Agent - AVG Time Talk Inbound / Outbound

Displays the agent's average call duration split by direction. Helps identify whether calls are running too long or being cut short.

  • Report type = Natterbox AI with Call Reporting

  • Show Me = All natterbox ai

  • Call Reporting: Created Date = All Time (or your desired time frame)

  • Filter: Has Prompt Data equals True

  • Filter: Caller Type equals Employee

  • Filter: Natterbox User equals [Agent Name]

  • Group by Call Reporting: Direction

  • Add column: Call Reporting: Time Talking

  • Configure Time Talking to show AVG

  • Add a Bar Chart showing duration by direction

Agent - Recording Compliance Fails

Flags the agent's own calls that failed recording compliance checks. Gives agents visibility of their compliance gaps without waiting for a manager review.

  • Report type = Natterbox AI with Call Reporting

  • Show Me = All natterbox ai

  • Call Reporting: Created Date = All Time (or your desired time frame)

  • Filter: Has Prompt Data equals True

  • Filter: Natterbox User equals [Agent Name]

  • Filter: Caller Type equals Employee

  • Filter: RT-[Compliance Prompt] — filter to only show failures based on your prompt's scoring

  • Add columns: Natterbox AI: Natterbox AI Name, Call Reporting: Name, RE-[Compliance Prompt], RT-[Compliance Prompt]

Bringing it together with a dashboard

Once you have built your reports, they can be pulled together into a Salesforce dashboard for an at-a-glance overview. Dashboards let you see all your AVG, HIGH, LOW, and free text reports on a single screen — making patterns and outliers immediately visible.

See How to make use of AI rated calls for more details.

A few tips for setting up your dashboard:

  • Add a Call Reporting: Created Date filter to the dashboard so you can toggle between time periods (Today, Last 7 Days, This Month, All Time) without editing individual reports.

  • AVG reports work well as horizontal bar charts — you can compare agents visually at a glance.

  • HIGH and LOW reports work well as record count tables — showing who has the most high or low-scoring calls.

  • Free text reports (Call Snapshot, Bad Words, Escalation Risk) work best as detail tables showing the actual text content.

  • Set View Dashboard As to a user with visibility of all Natterbox AI records so all agents' data is included.

Additional useful fields

While this guide focuses on AI Advisor fields, the following Call Reporting fields are helpful additions to your reports:

Field

Use case

Call Reporting: Duration

Correlate call length with AI scores

Call Reporting: Direction

Split analysis by inbound vs. outbound

Call Reporting: From Recording URL

Quick link to listen to the recording

Call Reporting: Name

Reference to the specific call record

Natterbox AI: Created Date

When the AI analysis was generated

Number of Categories

How many categories were triggered on the call

Player URL

Insight Player for direct transcript access

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