Configuring Advanced Reporting and Statistics

When you install Advanced Reporting and Statistics, configure the connections that pull statistics from your Vonage Contact Center accounts.

In this page

How do I configure Advanced Reporting and Statistics after installing or upgrading?

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:

  1. Go to Setup in Salesforce.
  2. On the left-hand side of the Salesforce window, in the Quick Find field, type 'Installed Packages'.
  3. In the filtered list of items, click Installed PackagesInstalled Packages appears.
  4. Locate and click Vonage Advanced Reporting. Vonage Advanced Reporting (Managed) appears.

  5. Alongside Post Install Instructions, click View.

The post-installation instructions contain the following sections:

Channels section

Channels contain settings for the jobs that retrieve Vonage Contact Center data. The jobs then store the data in summary detail records in Salesforce.

You need one or more channels to use Advanced Reporting and Statistics. Click Add Channel to create a channel for the Vonage Contact Center Account whose activity you'd like to collect. You will need to add a channel for each account.

Provide information in the following fields:

Channel fieldDescriptionNotes
NameThe 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.
DescriptionA description of the channel.Add any extra information about the Channel or Account you are using.
Fetch AnalyticsCheckbox

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 TranscriptionCheckbox

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.

APIVersion 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

https://nam.api.newvoicemedia.com

https://apac.api.newvoicemedia.com

Client IDYour 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 SecretThe 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.
Offset (mins)

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.

If you are on an older version of the package, using version 0 of the API, we recommend that you set Offset to 75 minutes or more. Because version 0 of the API only retrieves completed events, the API would not retrieve long calls or agent events (longer than the offset) until a subsequent sweep for data.

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.

If you make any changes in the Channels section, click Save All to commit them.

Global Settings and Mappings

Values in the Global Settings and Mappings section apply to all channels.

In the Global Settings and Mappings section, Statistics Retention (Days) contains the value 8. This value represents the number of days for which Salesforce keeps statistical data from Vonage Contact Center. After this time, Salesforce deletes the data.

We recommend that you change this value, taking into account how much Salesforce storage you have available and how much the data will use. The longer you retain your statistics, the more storage space is used. For information about calculating how much storage you will require, see Calculating storage requirements.

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:

    FlagDescription
    OWNERNEVERUse this flag to never set the owner of a Call Summary or Agent Summary to the agent's Salesforce user.
    OWNERALLSets the owner of a Call Summary or Agent Summary to the agent's Salesforce user, even if they are an inactive user.
    OWNERACTIVESets 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.

Report Templates

If you plan to report on your Advanced Reporting and Statistics data in Salesforce, you can create your own reports or use the provided report templates. To access report templates, click Install Report Templates Package vx. The installation page for the ReportTemplates package appears. Provide information as required and click Install.

ReportTemplates installation conflicts

If you already have reports in your org with the same name as the templates in the package, conflicts may occur when installing. Choose whether to not install or to rename conflicting templates in the package.

The installation starts. You receive an email when the installation is complete.

For information about using report templates, see Creating Advanced Reporting and Statistics reports using report templates.

Testing

Click Open Transaction Logs to see a list of all transactions.

When the list of transactions opens, sort the list by Transaction Name descending to see the latest transactions at the top.  The presence of the logs indicates that the configured channels ran. Values in the Bytes Read, Rows Processed, Heap and Summaries Saved columns indicate that the test made a successful call to the Stats APIs. If a configuration error or timeout occured, the Failed checkbox is selected. If Summaries Saved and Rows Processed contain zeros, no calls or agent state-changes occured in the requested time period.

For information about the contents of transaction logs, see Transaction logs.

How do I create new channels?

Channels contain various settings for the jobs that retrieve Vonage Contact Center data and then store the data in summary detail records in Salesforce.

You need one or more channels to use Advanced Reporting and Statistics. A channel represents a single Vonage Contact Center account. To retrieve data from an additional account, or to switch to use the new generation of Vonage Contact Center Stats APIs you must add another channel. 

To add a new channel, perform the following steps:

  1. Go to Setup in Salesforce.
  2. On the left-hand side of the Salesforce window, in the Quick Find field, type 'Installed Packages'.
  3. In the filtered list of items, click Installed PackagesInstalled Packages appears.
  4. Locate and click Vonage Advanced Reporting. Vonage Advanced Reporting (Managed) appears.

  5. Alongside Post Install Instructions, click View.

  6. Click Add Channel. A new channel appears below your existing channel or channels.
  7. For information about the fields and values you must provide in your new channel, see Channels earlier in this page.

  8. 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.

Region and account settings are contained in channels. To add a region or account, you will need to add a new channel providing details of the region or account. For information about adding channels, see How do I create new channels? earlier in this page.

How do I change how long Salesforce stores my data?

By default, Salesforce keeps statistical data from Vonage Contact Center for 8 days. After this time, Salesforce deletes the data in batches each time Advanced Reporting and Statistics retrieves more data.

We recommend that you change this time, taking into account how much Salesforce storage you have available and how much the data will use. You should aim to save data for as long as you can without compromising other features. For information about calculating this, see Calculating storage requirements.

To change how long Salesforce stores data, perform the following steps:

  1. Go to Setup in Salesforce.
  2. On the left-hand side of the Salesforce window, in the Quick Find field, type 'Installed Packages'.
  3. In the filtered list of items, click Installed PackagesInstalled Packages appears.
  4. Locate and click Vonage Advanced Reporting. Vonage Advanced Reporting (Managed) appears.

  5. Alongside Post Install Instructions, click View.

  6. 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.
  7. Click Save All to save your change.

If you reduce the value in the Statistics Retention (Days) field but have data that is older than the new number of days, Salesforce will delete the older data in batches whenever Advanced Reporting and Statistics retrieves more data.