Built-in reports for Vonage Contact Center in Salesforce
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General
The ContactWorld managed package includes 13 standard reports and 2 dashboards. These reports and dashboards provide you with historic call center metrics and data.
You can customize all provided reports. For information about running call center reports, see Running Salesforce call center reports.
Advanced Reporting and Statistics
Reports
Call Duration – Bucketed
The Call Duration - Bucketed report groups calls into Short, Medium, and Long calls based on the Call Duration field:
- Short calls last less than 1 minute
- Medium calls last between 1 and 5 minutes
- Long calls last over 5 minutes
The report displays both inbound and outbound calls. The pie chart at the bottom of the report shows the distribution of minutes by call length type.
Call Duration by ACD
The Call duration by ACD report groups calls by the ACD that the customer's call was routed to. The report shows only inbound calls. The donut chart at the bottom of the report shows the average call duration for each ACD.
Call Duration by User
The Call Duration by User report groups calls by the assigned agent. The report shows both inbound and outbound calls, and the bar chart shows the number of calls assigned to each agent.
Call vs Conversation
If a call is over 3 minutes long, the call is classified as a Conversation. The Call vs Conversation report shows the ratio of calls to conversations and shows only inbound calls.
Calls by ACD and Date
The Calls by ACD and Date groups calls by the date of the call and the ACD that the call was routed to. The report shows both inbound and outbound calls, and the pie chart shows distribution of calls by ACD.
Calls by Day
The Calls by Day report groups calls by the date of the call and the ACD that the call was routed to. The report shows only inbound calls, and the line chart shows the number of calls received on each day.
Calls by Month
The Calls by Month report groups calls by month of the call and the ACD that the call was routed to. The report shows both inbound and outbound calls, and the line chart shows number of calls performed during that month.
Calls by Week
The Calls by Week report groups calls by the week of the call and the ACD that the call was routed to. The report shows both inbound and outbound calls, and the line chart shows number of calls performed during that week.
Calls made today
The Calls made today report shows tasks records created today that have the Call Object Identifier. The report includes both inbound and outbound calls, and displays the start and end times of the call, the name of the agent assigned to the call, the subject of the call, and so on.
Calls per Account
The Calls per Account report groups calls by account or company to which the call relates. The report shows both inbound and outbound calls, and the bar chart shows number of calls to and from each account.
Calls to / from Leads
The Calls to / from Leads report groups calls by company, lead status and call type. The report shows both inbound and outbound calls, and the pie chart shows number of calls to and from leads from each company.
Top Numbers Called
The Top Numbers Called report groups calls by customer number. The report shows both inbound and outbound calls, and the pie chart shows the distribution of call length to numbers.
Total Call Duration by User
The Total Call Duration by User report groups calls by the agent who handled the call. The report shows both inbound and outbound calls, and the bar chart shows the number of minutes spent talking by each agent.
Dashboards
NVM Call Summary Outbound
The NVM Call Summary Outbound dashboard contains following sections:
Call Information
The Call Information section displays information about total number of calls, top Leads, Accounts and Numbers called and call category.
User activity
The User activity section displays information about agents with highest and lowest number of calls, average call duration, total talk time by agents, and call duration split by call length.
Timeline/Trend Analysis
The Timeline/Trend Analysis displays information about number of calls split by days, weeks and months.
NVM Call Summary Inbound
The NVM Call Summary Inbound dashboard contains following sections:
Call Information
The Call Information section displays information about total number of calls, top Leads, Accounts and Numbers called, distribution of calls by queues, and calls to queues over time.
User activity
The User activity section displays information about agents with highest and lowest number of calls, average call handle time, total talk time by agents, and call duration split by call length.
Timeline/Trend Analysis
The Timeline/Trend Analysis displays information about number of inbound calls split by days, weeks and months.
For general assistance, please contact Customer Support.
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