Advanced Reporting and Statistics in Salesforce

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

Advanced Reporting and Statistics retrieves the following type of information:

Agent Activity statistics

Advanced Reporting and Statistics retrieves agent state statistics and summarizes them on a single daily record for each agent. This respects the timezone of the agent's user account in Salesforce, defaulting to a configurable timezone if no user is found in Salesforce with the Vonage Contact Center Agent ID.

Agent state statistics include the following information:

• The times that an agent spent in each state in seconds and also formatted in hours and minutes

• The numbers of events such as Agent Selected, No Answers, Inbound Calls, Inbound Transfers, Outbound Calls, Aways, Extended Aways, Logouts

• Date and time segmentation in agent and UTC time zones

• Related lists of call summaries and Salesforce user records

Call summary statistics

Call summary statistics include the following information:

• Interaction segments and their duration: Automation, Queue, Ring, Talk, Hold,Consult & Transfer times, Post Call automation, Wrap times, Total duration and Handle time

• Caller and agent details: CLID, email address or case IDs, agent IDs, user names and numbers; external numbers consulted with or transferred to

• Lists of queues, agents  and skills for the interaction

• A link to any related case, opportunity, lead, contact, account or task records in Salesforce

• A link to the last handling agent's statistics

• The end reason and who hung up—caller or agent

• The media type label for the interaction

• Abandoned, Short Abandoned, Supervisor Monitored, and Queued Callback flags

• Time zone and local timings derived from the agent's time zone or the configured default timezone

• When Applet data is available: end applet, message taken and path taken through interaction plan

• Call recording link and integrated player

• Sequence diagram of the call

• Separate record types for inbound, outbound, internal, and case interaction types with appropriate template page layouts for each

• Disposition code from the Call Result field on the associated task if available

If the Conversation Analyzer feature is enabled for your account, call summary statistics also include call recording analytics data and a transcript of the call recording. Predefined analytics page layouts show this additional information. For information about configuring the page layouts, see Configuring Conversation Analyzer in Salesforce.

You can use all of these metrics in Salesforce reports, and Einstein or Wave Analytics. You can also use custom formula and workflow fields to categorize and highlight event metrics relevant to a specific business need.

How does Advanced Reporting and Statistics work?

Advanced Reporting and Statistics uses Vonage Contact Center APIs to retrieve statistics. Data is stored within summary detail records for both interactions and agents.

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.

To use Advanced Reporting and Statistics, you must configure one or more channels. Channels describe what data to retrieve and from which Vonage Contact Center account. You can then tick a checkbox to queue these channels to run. The resulting Queueable Apex jobs use the Channel settings to retrieve specified Vonage Contact Center data. Every fifteen minutes, a scheduled job—known as a Scheduled Watchdog job—awakens the package to fetch more data for each active Channel.

Example usage

A caller leaves a negative post-call survey. Without Advanced Reporting and Statistics, the following information is available:

• Brief agent notes on the Salesforce task record

• The call's duration—approximately 300 seconds

• A recording of the call

None of the available information points to any obvious reason for dissatisfaction. With Advanced Reporting and Statistics, the timeline shows that the caller went through two different queues and waited for ten minutes before an agent answered their call. The reason for the negative survey is clear—the caller experienced high customer effort.

How do I report on Advanced Reporting and Statistics data?

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.