---
title: "SCV Reporting"
slug: "scv-reporting"
updated: 2025-11-06T15:53:26Z
published: 2025-11-06T15:53:26Z
canonical: "docs.natterbox.com/scv-reporting"
---

> ## 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

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](/v1/docs/introduction-to-reporting-with-natterbox) section.

### 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](/v1/docs/missed-call-reporting-with-phone-events). |
| 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:

- [VoiceCall](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_voicecall.htm)
- [UserServicePresence](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_userservicepresence.htm)
- [AgentWork](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_agentwork.htm)

Service Cloud Voice

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