20.12. SCV Reporting Package

Customers who use SCV are now able to install our SCV reports package containing 14 custom-built SCV-specific reports.

You can install this package by using this link. The package should be installed for Admins only.

Once installed there are a few short steps that need to be carried out to make sure the reports populate correctly.

1. On the chosen org, go to Setup

2. On the Setup page, go to Object Manager

3. Search for and select 'Call Reporting' (API Name nbavs__CallReporting__c)

4. Go to Fields & Relationships

5. Search for and select 'Voice Call Object' (Field Name SCVVoiceCallObject__c)

6. Go to Edit

7. In the Formula Options section in the large text box you will see "IF(NOT(ISBLANK(VoiceCall__c)),HYPERLINK('/' & VoiceCall__r.Id, VoiceCall__r.Name),'')"
   Remove the quotation marks from both ends of the formula so it reads
   IF(NOT(ISBLANK(VoiceCall__c)),HYPERLINK('/' & VoiceCall__r.Id, VoiceCall__r.Name),'')
   Save the changes.

8. Go back to Fields & Relationships

9. Search for and select 'Voice Call Resolution' (Field Name SCVVoiceCallResolution__c)

10. Go to Edit

11. In the Formula Options section in the large text box you will see "IF(NOT(ISBLANK(VoiceCall__c)),TEXT(VoiceCall__r.CallResolution),'')"
    Remove the quotation marks from both ends of the formula so it reads IF(NOT(ISBLANK(VoiceCall__c)),TEXT(VoiceCall__r.CallResolution),'')
    Save the changes.

If you get an error like this

You have not added the VoiceCall field to your call reporting record; follow the steps here to add this field.

Your reports will now start populating; you can find them in the All Folders tab in reports under SCV Inbound.