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.
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Do not confuse Advanced Reporting with the standard Stats and Reports area of Vonage Contact Center or call center reports available in Salesforce. Advanced Reporting offers more than both of those features on their own. |
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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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