You can add these fields to the page layout of Salesforce task objects. The ContactWorld managed package installs the custom fields.
Standard or custom | Task record field | Description of use | Example |
---|---|---|---|
Standard | |||
Assigned To | The agent's Salesforce user. | ||
Subject | Direction of the call (inbound or outbound) and the caller's telephone number. | Inbound call from 01234567890 | |
Call Type | Direction of the call (inbound or outbound). | Inbound | |
Name | Inbound: If the caller's telephone number matches a unique record within a Salesforce Contact, the contact name is used. The name is linked if available. | Joe Bloggs | |
Related To | Inbound: If the caller's telephone number matches a unique record within a Salesforce object—for example, Account or Opportunity—the name is used. | PotentialCustomer.com | |
Call Object Identifier | The ContactWorld GUID (Global Unique Identifier) for the call record. | 286facf4-3deb-421c-bdeb-521c3deb521c | |
Call Duration | Duration of the call, from start to finish, in seconds. Inbound: This time includes time the call spends in messages, menus or queues prior to connecting with an agent. For calls that are transferred, this time can also include call transfer time after speaking with an agent. | 48 | |
Custom | |||
ACD | Inbound: The name of the ACD (queue) that delivered the caller to the agent. | ACD Payments | |
Call Ring Time | Inbound: The time between the agent's phone starting to ring and the agent answering the call. Outbound: The time between the customer's phone ringing and the customer answering the call. Requires Contact World for Salesforce version 2.8.3 or above. | ||
Call Talk Time | Inbound: The time that the customer spent connected to an agent or agents. Outbound: The time between the customer answering their phone and the call finishing. Requires Contact World for Salesforce version 2.8.3 or above. | ||
Call Was Recorded | Indicates if call was recorded. Requires Contact World for Salesforce version 2.8.3 or above. | ||
ContactWorld Number | Inbound: The ContactWorld telephone number that received the call. | 09876543210 | |
Customer Number | Inbound: The CLID (Calling Line Identification number) presented by the caller. If the caller has withheld their CLID the field is left blank. | 07777888888 | |
CW Call End Time | The time the call ended in ContactWorld, to help find call recordings with the Call Recording Archive (UK time). | 09/05/2014 12:45 | |
CW Call Start Time | Inbound: The time the call was received by ContactWorld (UK time). This field helps finding call records within statistics and downloads. | 09/05/2014 12:43 | |
Interaction Quality | The rating that an agent or supervisor gives a call recording. The rating is a value from 1 to 10. | ||
Service Name | Inbound call: The service name associated with the ContactWorld Number above, as set by your call centre administrator. | Payments Line |