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Advanced Reporting and Statistics loads interaction and agent activity data into Salesforce. The tool can load data from multiple Vonage Contact Center accounts into a single Salesforce org, providing a central point of data for all reporting requirements.

What information does Advanced Reporting and Statistics retrieve from Vonage Contact Center?

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Advanced Reporting and Statistics uses the following Salesforce objects:

• NVM Call Summary object. Call summary statistics are stored in NVM Call Summary records. Each inbound or outbound interaction (for example, call, email, or chat) is stored as a new NVM Call Summary record.

• NVM Agent Summary object. Agent state statistics are stored in NVM Agent Summary records. Advanced Reporting and Statistics creates a new NVM Agent Summary records for each agent on a daily basis. Any new events relating to that agent are appended to the existing record each time new activities are received from the APIs. Storing agent states in this way reduces the amount of Salesforce storage but provides the ability to report on a daily basis.

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When you have installed and configured Advanced Reporting and Statistics, you can report on NVM Agent Summary and NVM Call Summary records. Report on these records in the same way as you would report on other records in Salesforce. For information about creating Salesforce reports, see Salesforce help. Or, install a package of report templates provided with Advanced Reporting and Statistics. The templates provide a variety of reports that you can customize for your own needs. For information about some of these reports, see Creating Advanced Reporting and Statistics reports using report templates.

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