When you install Advanced Reporting and Statistics, configure the connections that pull statistics from your Vonage Contact Center accounts.
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When you first install Advanced Reporting and Statistics, a page with post-install instructions will appear. You can configure Advanced Reporting and Statistics. If this page does not appear, or if you wish to configure the package later, perform the following tasks to access the instructions:
- Go to Setup in Salesforce.
- On the left-hand side of the Salesforce window, in the Quick Find field, type 'Installed Packages'.
- In the filtered list of items, click Installed Packages. Installed Packages appears.
Locate and click NVM Vonage Advanced Reporting. NVM Vonage Advanced Reporting (Managed) appears.
Alongside Post Install Instructions, click View.
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| Channel field | Description | Notes | ||||||||
|---|---|---|---|---|---|---|---|---|---|---|
| Name | The name of the channel. | This label must be unique among the channels you create in the Org and cannot contain the name of another channel. For example, you cannot create ChannelA1 if you have already created ChannelA. | ||||||||
| Description | A description of the channel. | Add any extra information about the Channel or Account you are using. | ||||||||
| Fetch Analytics | Checkbox | Fetch Analytics is only available if you have enabled Conversation Analyzer. If Conversation Analyzer is enabled for your account and you select the Fetch Analytics check box, Advanced Reporting and Statistics retrieves category matches, talk-time percentages, and confidence statistics for calls. For information about configuring Conversation Analyzer for your account, see Configuring Conversation Analyzer in Salesforce. | ||||||||
| Fetch Transcription | Checkbox | Fetch Transcript is only available if you have enabled Conversation Analyzer. If Conversation Analyzer is enabled for your account and you select the Fetch Transcript check box, Advanced Reporting and Statistics retrieves transcripts of calls. For information about configuring Conversation Analyzer for your account, see Configuring Conversation Analyzer in Salesforce. | ||||||||
| API | Version of the Stats API used to retrieve data from the Vonage Contact Center account. | Supported versions are 3 or 0. Default value is 0. Version 3 or above uses the new generation of Vonage Contact Center APIs which support an offset of 0 minutes. For information about the offset setting, see Offset later in this table. Version 3 or above also contains additional fields for reporting. | ||||||||
| Channel URL | The URL for your Vonage Contact Center account. | Examples: https://emea.api.newvoicemedia.com | ||||||||
| Client ID | Your OAuth Client ID for granting access to the Vonage Contact Center APIs. | For information about getting your client ID, see Configuring API credentials. In Scopes, select "View Insights Stats". | ||||||||
| Client Secret | The corresponding OAuth secret for your Client ID. | For information about getting your client secret, see Configuring API credentials. In Scopes, select "View Insights Stats". | ||||||||
| Timeout (ms) | The HTTP timeout in milliseconds applied for API calls to the Stats APIs. | We recommend using a timeout of 60000 ms. If API calls are timing out due to network latency, increase the timeout up to 99999 ms. | ||||||||
| The time after which agent and interaction data is retrieved from Vonage Contact Center. | For example, if you set Offset (mins) to 120, data is retrieved into Salesforce 2 hours after it was created. When using an API version of 3 or above, you can set Offset to zero. If you do so, Advanced Reporting and Statistics will retrieve data up to the present, including for events which are still ongoing.
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| Q'd? | Determines whether the channel is queued. When you queue a channel, the channel automatically retrieves data from the configured Vonage Contact Center account every 15 minutes. | To start collecting data for this channel, select the Q'd? checkbox. To stop collecting data for the channel, clear the Q'd? checkbox. |
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On installation, Flags is empty. You can use Flags to configure the following:
- Call recording analytics data. If the conversation analyzer feature is enabled for your account, you can configure Advanced Reporting and Statistics to retrieve call recording analytics data from Vonage Contact Center. For information about configuring which call recording analytics data Advanced Reporting and Statistics should retrieve from Vonage Contact Center, see Configuring Conversation Analyzer in Salesforce.
- Page size for fetching interactions. The default and generally recommended value is 400 interactions. Check with your account manager before using a different value. To limit the page size to 200 interactions, for example, include the following string in the Flags field: PMAX(200).
- Page size for fetching agent activities. The default and generally recommended value is 2000 agent activities. Check with your account manager before using a different value. To limit the page size to 1000 agent activities, for example, include the following string in the Flags field: AMAX(1000).
- Time range fetched each cycle. The default and generally recommended value is 3600 seconds. Check with your account manager before using a different value. To limit the package to fetching up to an hour each transaction, for example, include the following string in the Flags field: TMAX(1800).
- The Interaction Type for inbound interactions. When Advanced Reporting and Statistics retrieves inbound interaction statistics, the value of Interaction Type is "Phone". To override this value with "Inbound Call" (to be consistent with previous versions), include the following string in Flags: FIXPHONE
Assignment of call summary ownership to agents. The following flags are available:
Flag Description OWNERNEVER Use this flag to never set the owner of a Call Summary or Agent Summary to the agent's Salesforce user. OWNERALL Sets the owner of a Call Summary or Agent Summary to the agent's Salesforce user, even if they are an inactive user. OWNERACTIVE Sets the owner of a Call Summary or Agent Summary to the agent's Salesforce user only if they are an active user. This is the default flag. - Participation object. If you want Advanced Reporting and Statistics to create Participation objects along with Vonage Agent Summary and Vonage Call Summary records, include the following string in Flags: PARTICIPATION.
If you make any changes in the Global Settings and Mappings section, click Save All.
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- Go to Setup in Salesforce.
- On the left-hand side of the Salesforce window, in the Quick Find field, type 'Installed Packages'.
- In the filtered list of items, click Installed Packages. Installed Packages appears.
Locate and click NVM Vonage Advanced Reporting. NVM Vonage Advanced Reporting (Managed) appears.
Alongside Post Install Instructions, click View.
- Click Add Channel. A new channel appears below your existing channel or channels.
For information about the fields and values you must provide in your new channel, see Channels earlier in this page.
- Click Save All to save the new channel.
How do I add more regions or Vonage Contact Center accounts?
You can collect statistics from more than one Vonage Contact Center account. You might need to add accounts if you have a global organization with multiple Vonage Contact Center accounts in multiple regions. You can use one Advanced Reporting and Statistics installation for all your accounts.
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- Go to Setup in Salesforce.
- On the left-hand side of the Salesforce window, in the Quick Find field, type 'Installed Packages'.
- In the filtered list of items, click Installed Packages. Installed Packages appears.
Locate and click NVM Vonage Advanced Reporting. NVM Vonage Advanced Reporting (Managed) appears.
Alongside Post Install Instructions, click View.
- In the Statistics Retention (Days) field in the Global Settings and Mappings section, type the number of days for which you want Salesforce to store data from Vonage Contact Center.
- Click Save All to save your change.
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