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SCV Reporting Package

  • Updated on Nov 6, 2026
  • Published on Apr 24, 2024
  • 1 minute(s) read
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The Service Cloud Voice (SCV) reports package gives customers who use SCV a set of 14 custom-built, SCV-specific reports. This guide explains how to install the package and make a small configuration change so that the reports populate correctly.

Install the package

Install the package using the link below, then follow the configuration steps in the next section.

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Note: Install the package for Admins only.

Configure the formula fields

After installing, two formula fields on the Call Reporting object (API name nbavs__CallReporting__c) need a small correction. Each formula is wrapped in quotation marks that must be removed before the reports will populate. Complete both sections below.

Open the Call Reporting object

  1. In your Salesforce org, go to Setup.

  2. Open Object Manager.

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

  4. Go to Fields & Relationships.

Update the Voice Call Object field

  1. Search for and select Voice Call Object (field name SCVVoiceCallObject__c).

  2. Click Edit.

  3. In the Formula Options section, remove the quotation marks from both ends of the formula so that it reads exactly as shown below.

IF(NOT(ISBLANK(VoiceCall__c)),HYPERLINK('/' & VoiceCall__r.Id, VoiceCall__r.Name),'')

  1. Save your changes.

Update the Voice Call Resolution field

  1. Return to Fields & Relationships.

  2. Search for and select Voice Call Resolution (field name SCVVoiceCallResolution__c).

  3. Click Edit.

  4. In the Formula Options section, remove the quotation marks from both ends of the formula so that it reads exactly as shown below.

IF(NOT(ISBLANK(VoiceCall__c)),TEXT(VoiceCall__r.CallResolution),'')

  1. Save your changes.

Find your reports

Once both fields are saved, your reports will begin to populate. You can find them in reports under the All Folders tab, in the SCV Inbound folder.

Troubleshooting

If you see an error like the one below when editing one of the formula fields:

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Warning: This means the VoiceCall field has not been added to your Call Reporting record. Follow the steps here to add this field, then repeat the configuration steps above.