---
title: "SCV Reporting Package"
slug: "scv-reporting-package"
updated: 2026-11-06T12:10:09Z
published: 2026-11-06T12:10:09Z
canonical: "docs.natterbox.com/scv-reporting-package"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.natterbox.com/llms.txt
> Use this file to discover all available pages before exploring further.

# SCV Reporting Package

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.

- [Install the SCV reports package](https://login.salesforce.com/packaging/installPackage.apexp?p0=04t8e000000gXzJ&isdtp=p1)

> ℹ️
> 
> **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.

```plaintext
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.

```plaintext
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.

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/Screenshot_4_NYjoT1.png?sv=2026-02-06&spr=https&st=2026-11-13T01%3A55%3A41Z&se=2026-11-13T02%3A55%3A41Z&sr=c&sp=r&sig=2cbSZscTX%2BLU6M1sWSLf%2BO4wgHwTxzivVPOGsULgoKI%3D)

## Troubleshooting

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

![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/image(100).png?sv=2026-02-06&spr=https&st=2026-11-13T01%3A55%3A41Z&se=2026-11-13T02%3A55%3A41Z&sr=c&sp=r&sig=2cbSZscTX%2BLU6M1sWSLf%2BO4wgHwTxzivVPOGsULgoKI%3D)

> ⚠️
> 
> **Warning:** This means the VoiceCall field has not been added to your Call Reporting record. Follow the steps [here](https://docs.google.com/document/d/13OcVViq2GzzO18ZKFJF-aZemaxHx5XaacwPIMfWqF3U/edit#heading=h.gc3vlmcwdqyq) to add this field, then repeat the configuration steps above.

## Related articles

- [Service Cloud Voice Introduction](/docs/service-cloud-voice-intro)
- [SCV Reporting](/docs/scv-reporting)
- [Reports with the Call Reporting Object](/docs/reports-with-the-call-reporting-object)
- [Service Cloud Voice (SCV) & Service Cloud Reports](/docs/service-cloud-voice-release-notes)

Service Cloud Voice

An integration into Salesforce’s Service Cloud Voice app - Natterbox will act as the telephony provider for Service Cloud