This article shows every data point shown in Natterbox Wallboards to the equivalent field on the Natterbox Call Reporting Object (CRO) in Salesforce, so you can understanding how wallboard figures map into a report using Salesforce data.
Disclaimer: Wallboard data does not always match data in Salesforce
For example, when a call is transferred into a queue but the call is not answered and returns to the original agent, this would add a call to the wallboard count but there would not be a call reporting record created.
How to Read this Reference
The tables below are grouped by wallboard component. Each wallboard field is colour-coded in the first column to show whether the same information can be retrieved from the CRO:
Green - the value can be retrieved from the CRO using a Salesforce report
Orange - the value cannot currently be retrieved, or only partially (for example, org-wide only rather than per group, or affected by a known bug or terminology discrepancy).
Grey - the value is dynamic, real-time data and is not relevant to the CRO. You cannot report on which agents were available at a given time from a particular call record in Salesforce.
Field Mapping by Wallboard Component
Queues > Queue Status
Wallboard Field | Call Reporting Object Field | Report Configuration/Filter | Notes/Discrepancy |
|---|---|---|---|
Longest Time In Queue | From Call Queue Last Wait Seconds | Filter for the greatest "From Call Queue Last Wait Seconds" with "From Call Queue Last Queue" for a particular queue. | - |
Most Dial Attempts | - | - | No corresponding CRO field. |
Available Agents | - | - | Dynamic data - not relevant to the CRO. |
Busy Agents | - | - | Dynamic data - not relevant to the CRO. |
Unavailable for voice call agents | |||
Agents In Wrap-Up | - | - | Dynamic data - not relevant to the CRO. |
Logged Off Agents | - | - | Dynamic data - not relevant to the CRO. |
Total Agents | - | - | Dynamic data - not relevant to the CRO. |
Total Calls Queueing | - | - | Dynamic data - not relevant to the CRO. |
Queues > Queue List
Wallboard Field | Call Reporting Object Field | Report Configuration/Filter | Notes/Discrepancy |
|---|---|---|---|
Caller Number | From Number | Filter "From Number" = {Caller Number} with "From Call Queue Last Queue" for a particular queue. | - |
Caller Name | - | - | No corresponding CRO field but depending on what is configured, Lead or Contact might have the same value. |
Priority | - | - | No corresponding out-the-box CRO field but could use a custom reporting gate to report on this. |
Time Waiting In Queue | From Call Queue Last Wait Seconds | Filter "From Call Queue Last Wait Seconds" = {Wait amount} with "From Call Queue Last Queue" for a particular queue. | - |
Dial Attempts | - | - | No corresponding CRO field. |
Status | - | - | Dynamic data - not relevant to the CRO. |
Agent Connected To | To Natterbox User | Filter "To Natterbox User" = {User FirstName + LastName} with "From Call Queue Last Queue" for a particular queue. | - |
Skills Requested | From Flag Skills | Filter "From Flag Skills" = TRUE with "From Call Queue Last Queue" for a particular queue. | - |
Skills Shortage | From Call Queue Skills Shortage Delay | - | Known bug: the Skills Shortage Delay field is not updated on the CRO even when a skills shortage was reported. |
Time at Head of Queue | - | - | Dynamic data - not relevant to the CRO. |
Callback Requested | From Flag CallBack Requested | Filter "From Flag Callback Requested" = TRUE with "From Call Queue Last Queue" for a particular queue. | - |
Callback Attempts | - | - | No corresponding CRO field but a report could be created that filters on unsuccessful callback attempts, grouped by Callback Parent UUID to calculate this stat. |
Flags | From Flag Skills, From Call Queue Skills Shortage Delay, From Flag CallBack Requested | Filter "From Flag Skills" = TRUE OR "From Call Queue Skills Shortage Delay" > 0 OR "From Flag CallBack Requested" = TRUE with "From Call Queue Last Queue" for a particular queue. | Skills Requested, Skills Shortage and Callback Requested are the only flags currently available. As noted, the "From Call Queue Skills Shortage Delay" field is not always updated correctly and there is no dedicated flag field to use instead. |
Queues > Queue Tracking
Wallboard Field | Call Reporting Object Field | Report Configuration/Filter | Notes/Discrepancy |
|---|---|---|---|
Total Calls | From Call Queue Last Queue | Count all CROs with "From Call Queue Last Queue" for a particular queue. | - |
New Calls Queued | - | - | Dynamic data - not relevant to the CRO. "New Calls Queued" is the total number of calls plus any live calls that have not yet completed. |
Answered Calls | From Call Queue Last Disposition | Filter "From Call Queue Last Disposition" = "ANSWERED" with "From Call Queue Last Queue" for a particular queue. | - |
Caller Abandoned | From Call Queue Last Disposition | Filter "From Call Queue Last Disposition" = "HANGUP" with "From Call Queue Last Queue" for a particular queue. | An abandoned call in the wallboards is recorded as a hangup in the CRO. |
Caller Timed Out | From Call Queue Last Disposition | Filter "From Call Queue Last Disposition" = "TIMEOUT" with "From Call Queue Last Queue" for a particular queue. | - |
Caller Exited Queue | From Call Queue Last Disposition | Filter "From Call Queue Last Disposition" = "ABANDONED" with "From Call Queue Last Queue" for a particular queue. | A caller queue exit is recorded as an abandoned call in the CRO. |
Solid Calls | Solid Call OR Time Talking | Filter "Solid Calls" = TRUE, or for a threshold that differs from the platform definition, filter "Time Talking" > {SOLID THRESHOLD} (for example, 120) with "From Call Queue Last Queue" for a particular queue. | - |
Callback Requested | From Call Queue Last Disposition | Filter "From Call Queue Last Disposition" = "ABANDONED_CALLBACK" with "From Call Queue Last Queue" for a particular queue. | |
Average Talk Time | Time Talking | Average the "Time Talking" field with "From Call Queue Last Queue" for a particular queue. | - |
Average Wait | From Call Queue Last Wait Seconds | Average the "From Call Queue Last Wait Seconds" field with "From Call Queue Last Queue" for a particular queue. | - |
Max Wait | From Call Queue Last Wait Seconds | Filter for the greatest "From Call Queue Last Wait Seconds" with "From Call Queue Last Queue" for a particular queue. | - |
Queues > Agent List (per queue)
Wallboard Field | Call Reporting Object Field | Report Configuration/Filter | Notes/Discrepancy |
|---|---|---|---|
All fields | - | - | Dynamic data - not relevant to the CRO. Data can be pulled using a report with Availability Logs (Freedom Only) or Natterbox Users. |
Calls > Call Status (org-wide)
Wallboard Field | Call Reporting Object Field | Report Configuration/Filter | Notes/Discrepancy |
|---|---|---|---|
Inbound | Call Direction | Filter "Call Direction" = "Inbound" | - |
Outbound | Call Direction | Filter "Call Direction" = "Outbound" | - |
Internal | Call Direction | Filter "Call Direction" = "Internal" | - |
Relayed | Call Direction | Filter "Call Direction" = "External" | Wallboards does not currently report correctly on all relayed/external calls. |
Feature | Call Direction | Filter "Call Direction" = "Service" | Wallboards does not currently report correctly on all feature/service calls. |
Uncategorised | - | - | No way of determining an uncategorised call. |
Calls > Call Tracking - Outbound Calls (per group)
Wallboard Field | Call Reporting Object Field | Report Configuration/Filter | Notes/Discrepancy |
|---|---|---|---|
Unanswered Calls | Call Direction & From Call Type | Filter "Call Direction" = "Outbound" and "From Call Type" = "Not connected". | Cannot filter by group. The "From Group" field is only populated when primary group is checked. Otherwise, use another group/team reporting field. |
Answered Calls | Call Direction & From Call Type | Filter "Call Direction" = "Outbound" and "From Call Type" = "Connected". | As above |
Solid Calls | Call Direction & (Solid Calls OR Time Talking) | Filter "Call Direction" = "Outbound" and "Solid Calls" = TRUE, or filter "Time Talking" > {SOLID THRESHOLD} (for example, 120). | As above |
Total Talk | Call Direction & Time Talking | Filter "Call Direction" = "Outbound" and sum the "Time Talking" field. | As above |
Average Talk | Call Direction & Time Talking | Filter "Call Direction" = "Outbound" and average the "Time Talking" field. | As above |
Calls > Call Tracking - Inbound Calls (per group)
Wallboard Field | Call Reporting Object Field | Report Configuration/Filter | Notes/Discrepancy |
|---|---|---|---|
Unconnected Calls | Call Direction & From Call Type | Filter "Call Direction" = "Inbound" and "From Call Type" = "Not connected". | Cannot filter by group for call queue calls. The "To Group" field is not set, so only org-wide stats are available. |
Connected Calls | - | - | No way of determining a connected call (a call that connects to the system but not to a user, for example an IVR). |
Answered Calls | Call Direction & From Call Type | Filter "Call Direction" = "Inbound" and "From Call Type" = "Connected". | Cannot filter by group for call queue calls. The "To Group" field is not set, so only org-wide stats are available. |
Solid Calls | Call Direction & (Solid Calls OR Time Talking) | Filter "Call Direction" = "Inbound" and "Solid Calls" = TRUE, or filter "Time Talking" > {SOLID THRESHOLD} (for example, 120). | Cannot filter by group for call queue calls. The "To Group" field is not set, so only org-wide stats are available. |
Total Talk | Call Direction & Time Talking | Filter "Call Direction" = "Inbound" and sum the "Time Talking" field. | Cannot filter by group for call queue calls. The "To Group" field is not set, so only org-wide stats are available. |
Average Talk | Call Direction & Time Talking | Filter "Call Direction" = "Inbound" and average the "Time Talking" field. | Cannot filter by group for call queue calls. The "To Group" field is not set, so only org-wide stats are available. |
Average Wait | Call Direction & Time Hunting | Filter "Call Direction" = "Inbound" and average the "Time Hunting" field. | Cannot filter by group for call queue calls. The "To Group" field is not set, so only org-wide stats are available. |
Call Tracking - Originated Internal Calls (per group)
Wallboard Field | Call Reporting Object Field | Report Configuration/Filter | Notes/Discrepancy |
|---|---|---|---|
Answered Calls | Call Direction & From Call Type | Filter "Call Direction" = "Internal" and "From Call Type" = "Connected". | Cannot filter by group, so originated and received calls cannot be distinguished. The "From Group" field is not set, so only org-wide stats are available. |
Solid Calls | Call Direction & (Solid Calls OR Time Talking) | Filter "Call Direction" = "Internal" and "Solid Calls" = TRUE, or filter "Time Talking" > {SOLID THRESHOLD} (for example, 120). | Cannot filter by group, so originated and received calls cannot be distinguished. The "From Group" field is not set, so only org-wide stats are available. |
Total Talk | Call Direction & Time Talking | Filter "Call Direction" = "Internal" and sum the "Time Talking" field. | Cannot filter by group, so originated and received calls cannot be distinguished. The "From Group" field is not set, so only org-wide stats are available. |
Average Talk | Call Direction & Time Talking | Filter "Call Direction" = "Internal" and average the "Time Talking" field. | Cannot filter by group, so originated and received calls cannot be distinguished. The "From Group" field is not set, so only org-wide stats are available. |
Call Tracking - Received Internal Calls (per group)
Wallboard Field | Call Reporting Object Field | Report Configuration/Filter | Notes/Discrepancy |
|---|---|---|---|
Answered Calls | Call Direction & From Call Type | Filter "Call Direction" = "Internal" and "From Call Type" = "Connected". | Cannot filter by group, so originated and received calls cannot be distinguished. The "To Group" field is not set, so only org-wide stats are available. |
Solid Calls | Call Direction & Time Talking | Filter "Call Direction" = "Internal" and "Time Talking" > {SOLID THRESHOLD} (for example, 120). | Cannot filter by group, so originated and received calls cannot be distinguished. The "To Group" field is not set, so only org-wide stats are available. |
Total Talk | Call Direction & Time Talking | Filter "Call Direction" = "Internal" and sum the "Time Talking" field. | Cannot filter by group, so originated and received calls cannot be distinguished. The "To Group" field is not set, so only org-wide stats are available. |
Average Talk | Call Direction & Time Talking | Filter "Call Direction" = "Internal" and average the "Time Talking" field. | Cannot filter by group, so originated and received calls cannot be distinguished. The "To Group" field is not set, so only org-wide stats are available. |
Call Tracking - Service Calls (per group)
Wallboard Field | Call Reporting Object Field | Report Configuration/Filter | Notes/Discrepancy |
|---|---|---|---|
Answered Calls | Call Direction & From Call Type | Filter "Call Direction" = "Service" and "From Call Type" = "Connected". | Cannot filter by group. The "From Group" field is not set, so only org-wide stats are available. |
Total Talk | Call Direction & Time Talking | Filter "Call Direction" = "Service" and sum the "Time Talking" field. | Cannot filter by group. The "From Group" field is not set, so only org-wide stats are available. |
Average Talk | Call Direction & Time Talking | Filter "Call Direction" = "Service" and average the "Time Talking" field. | Cannot filter by group. The "From Group" field is not set, so only org-wide stats are available. |
Users > Agent Login
Wallboard Field | Call Reporting Object Field | Report Configuration/Filter | Notes/Discrepancy |
|---|---|---|---|
All fields | - | - | Group login data - not relevant to the CRO. Freedom users should use the Availability Logs object and the Agent Work object is available to Service Cloud Voice users. |
Users > Agent Status
Wallboard Field | Call Reporting Object Field | Report Configuration/Filter | Notes/Discrepancy |
|---|---|---|---|
All fields | - | - | Availability status data - not relevant to the CRO. |