--- title: "CAI Reporting" slug: "cai-reporting" tags: ["Reporting", "CAI", "Conversational AI", "AI Call Escalation", "Salesforce Reporting", "Voice AI", "AI Agent"] updated: 2026-10-22T09:54:13Z published: 2026-10-22T09:54:13Z canonical: "docs.natterbox.com/cai-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. # CAI Reporting All Conversational AI data is flagged on the Call Reporting Object within Salesforce and can be reported on. Conversational AI introduces the following new fields: | Field Name | Field Definition | | --- | --- | | Agent Type | Determines whether the call was connected to an AI and/or human agent, can be one of four values: ‘No agents’, ‘AI agents only’, ‘Human agents only’, ‘Human and AI agents’ | | AI Agent Invocations | A count of how many times the Assistant was executed | | AI Agent Seconds | The total talk time seconds of the Assistants | | AI Agent Human Escalation | This a boolean flag on whether an escalation request was made or not | | AI Agent Human Escalation Instance | This will be the name of the Assistant which the escalation was requested on | | AI Agent Human Escalation Reason | A short summary of the reason for the customer requested an escalation, this is sourced from the AI itself querying the customer as to why | | AI Agent Agent Knowledge Bases | If a Knowledge Base was used as part of the escalation it will be populated here | #### Channels These fields will be available for both the To and From channels, but as Conversational AI is predominantly a feature for your inbound calls all reporting can be solely focused on the **From** channel fields [- see here for more on Channel Identification.](/v1/docs/call-reporting-object) #### Reports and Dashboards With this update we introduce the following Reports that can be used out of the box or duplicated and tweaked to fit your needs, they’re all available from the **Conversation AI** folder: ![Overview of call handling types in conversational AI with descriptions for each category.](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/Screenshot 2025-04-17 at 13.17.08.png?sv=2026-02-06&spr=https&st=2026-11-13T01%3A42%3A44Z&se=2026-11-13T02%3A42%3A44Z&sr=c&sp=r&sig=KT8iPFr%2FNnYFZIY6RYhogfvKU0KVb7vDaNBRK2dYGxo%3D) The Dashboard **Conversational AI** then pulls all these reports together to give you quick oversight of the performance of the Assistants: ![Chart showing AI containment rate with record counts for serviced and escalated cases.](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/Screenshot 2025-04-17 at 15.16.26.png?sv=2026-02-06&spr=https&st=2026-11-13T01%3A42%3A44Z&se=2026-11-13T02%3A42%3A44Z&sr=c&sp=r&sig=KT8iPFr%2FNnYFZIY6RYhogfvKU0KVb7vDaNBRK2dYGxo%3D) Here you can view how many of your businesses’s calls are being serviced by the AI Assistants and of those calls serviced how many were fully serviced versus how many had to be escalated to a human agent (the **AI Containment Rate**). You can copy and expand out these existing reports, otherwise here’s a run down on how to filter for your Conversational AI calls: #### Show me all calls which involved AI | Field | Operator | Value(s) | | --- | --- | --- | | Agent Type | equals | ‘AI agents only’, ‘Human and AI agents’ | #### Show me all calls which which were exclusively handled by AI | Field | Operator | Value(s) | | --- | --- | --- | | Agent Type | equals | ‘AI agents only’ | #### Show me all calls which which were exclusively handled by a human | Field | Operator | Value(s) | | --- | --- | --- | | Agent Type | equals | ‘Human agents only’ | #### Show me all calls which connected to AI and then were escalated/handed over | Field | Operator | Value(s) | | --- | --- | --- | | From AI Agent Human Escalation | equals | True | > [!NOTE] > *Note: this field will automatically populate for calls to AI Assistants, but for AI Agents the ‘FromAIAgentHumanEscalation’ field will need to be conditionally set via the Routing Policy.* #### Show me all calls which connected to AI and then were successfully connected to a human after an escalation/handover | Field | Operator | Value(s) | | --- | --- | --- | | From AI Agent Human Escalation | equals | True | | Agent Type | equals | ‘Human and AI agents’ | **Alternatively** | Field | Operator | Value(s) | | --- | --- | --- | | From AI Agent Human Escalation | equals | True | | To Natterbox User | does not equals | Empty | #### Show me all calls which connected to AI but didn’t successfully connected to a human after an escalation/handover | Field | Operator | Value(s) | | --- | --- | --- | | From AI Agent Human Escalation | equals | True | | Agent Type | equals | ‘AI agents only’ | **Alternatively** | Field | Operator | Value(s) | | --- | --- | --- | | From AI Agent Human Escalation | equals | True | | To Natterbox User | equals | Empty | #### Show me all calls where the customer abandoned the call before connecting to the AI | Field | Operator | Value(s) | | --- | --- | --- | | From Hangup Initiator | equals | ‘CUSTOMER’ | | From AI Agent Seconds | equals | Empty | #### Show me all calls where the customer hung up on the AI | Field | Operator | Value(s) | | --- | --- | --- | | From Hangup Initiator | equals | ‘CUSTOMER’ | | From AI Agent Seconds | greater than | 0 | | Agent Type | equals | ‘AI agents only’ | #### Show me all calls where the AI hung up on the customer | Field | Operator | Value(s) | | --- | --- | --- | | From Hangup Initiator | equals | ‘AGENT’ | | From AI Agent Seconds | greater than | 0 | | Agent Type | equals | ‘AI agents only’ | ### Reporting on Agents and Assistants The above fields and reports apply to all Assistants and Agents, if you wish to report on the calls which apply to specific Assistants and/or Agents you will need to create dedicated fields on the **Call Reporting Object**. In order to do this do the following: 1. Navigate **Setup → Objects → Call Reporting → Fields & Relationships** 2. Click ‘**New**’ field 3. Set the Data Type to **Number** 4. Set the Name, API Name and Description exactly as follows based upon the field you wish to report on: | Name | API Name | Description | Field Definition | | --- | --- | --- | --- | | AI Router Invocation | AI_Router_Invocation | <> | A count of how many times the Router Assistant was executed | | AI Router Seconds | AI_Router_Seconds | <> | The total talk time seconds of the Router Assistant | | AI Knowledge Invocation | AI_Knowledge_Invocation | <> | A count of how many times the Knowledge Assistant was executed | | AI Knowledge Seconds | AI_Knowledge_Seconds | <> | The total talk time seconds of the Knowledge Assistant | | AI Skills Invocation | AI_Skills_Invocation | <> | A count of how many times the Skills Assistant was executed | | AI Skills Seconds | AI_Skills_Seconds | <> | The total talk time seconds of the Skills Assistant | | AI GetInfo Invocation * | AI_GetInfo_Invocation | <> | A count of how many times the Get Info Assistant was executed | | AI GetInfo Seconds * | AI_GetInfo_Seconds | <> | The total talk time seconds of the Get Info Assistant | | AI Voicemail Invocation | AI_Voicemail_Invocation | <> | A count of how many times the Voicemail Assistant was executed | | AI Voicemail Seconds | AI_Voicemail_Seconds | <> | The total talk time seconds of the Voicemail Assistant | | AI Agent Invocation | AI_Agent_Invocation | <> | A count of how many times the AI Agent was executed | | AI Agent Seconds | AI_Agent_Seconds | <> | The total talk time seconds of the AI Agent | > [!NOTE] > **Please note that ‘AI GetInfo Invocation’ and ‘AI GetInfo Seconds’ are slightly different than the rest. Make sure to enter exactly as written above.* --- ### FAQ #### Why can’t I see the new fields on the Call Reporting Object? The new fields will not appear automatically on existing Salesforce layouts, they will have to be manually added to the layouts by going to the Salesforce settings. #### Does the time hunting include time spend talking to Assistants and Agents? Yes currently time hunting, which determines the time before a call is connected through to a person, will include the time spent talking with Assistants and Agents. If you need to exclude the the Assistants and Agents from this statistic, you will need to subtract Time Hunting by AI Agent Seconds. ## Related - [Reports with the Call Reporting Object](/reports-with-the-call-reporting-object.md) - [Reporting with AI Agents or Assistants](/reporting-with-ai-agents-or-assistants.md) - [AI Advisor for Conversational AI](/2414-oversight-ai.md)