20.2. SCV Reporting
  • 23 Feb 2023
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20.2. SCV Reporting

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Article summary

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 

RequirementVoice CallCall ReportingComments 
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




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