19.2. SCV Reporting

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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: