When you have Natterbox with SCV, the call data is in 2 places: both the Voice Call and the Call Reporting objects. This may be confusing to know which object to use for reporting. Here is a table with the best ways to report:
Note: for information how to report on these reporting requirements using the call reporting object, please see the Reporting with Natterbox section.
Further note: you can create a link between the Voice Call and Call Reporting object and thus create a custom report type combining all the fields.
Voice Call vs Call Reporting
Requirement | Voice Call | Call Reporting | Comments |
Report on calls connected/not connected | ✔ | ✔ | |
Report on transferred calls | ✔ | ✔ | |
Report on voicemails | ✖ | ✔ | |
Report on the IVR options a caller selects | ✖ | ✔ | |
Report on the amount of seconds a customer is put on hold | ✔ | ✔ | |
Report on the amount of seconds a customer is put on hold | ✔ | ✔ | |
Report on the number of times a customer is put on hold | ✔ | ✖ | |
Report on the agent's name who made the call or received the call | ✖ | ✔ | |
Report on missed calls and the agents attempted | ✖ | ✖ | Use the Natterbox Phone Events object, see article. |
Report on callbacks from a call queue | ✖ | ✔ | |
Report on calls that timeout in a call queue | ✖ | ✔ | |
Report on wrapup codes / disposition / call outcomes | ✔ | ✔ |
Links to Salesforce Objects for SCV: