Call center reports are a standard Salesforce feature. You can create reports on any Salesforce object including the task records created during calls. For more information on task records and reports, see Legacy call logging, notes, and reports. If you have the appropriate permission you can run standard reports at any time, or create new reports based on the call record tasks created by ContactWorld. From version 2.9.10 of ContactWorld in Salesforce, the installation includes several standard reports and dashboards. For information about the provided reports and dashboards, see Built-in reports for ContactWorld in Salesforce.
To run a call center report, perform the following steps:
In Salesforce, go to the Reports tab.
Section Column width 60% If you do not have a Reports tab, click the All Tabs icon. Locate and click Reports in the list of tabs. The Reports tab opens.
Column width 40% In the list of reports on the left side, you can choose to run standard Salesforce call center reports, standard ContactWorld reports, or create your own reports.
To view standard Salesforce reports, click Call Center Reports.
Section Column width 60% A list of standard Salesforce call center reports appears.
Column width 40% To view standard ContactWorld reports, click NVM Call Data (Installed Package: ContactWorld for Salesforce).
Section Column width 60% A list of standard ContactWorld reports appears.
Column width 40% For information about ContactWorld reports included in the installation, see Built-in reports for ContactWorld in Salesforce.
- For information about creating your own reports, see Salesforce help.
- Click the name of the report you want to run. The report appears. You can perform the following tasks on the report:
- To filter the results, use the fields above the report. You can filter results by dates, who made the call, and so on, and you can sort and group results by type of call (inbound or outbound), call outcome, and so on. If you change any of the filters, click Run Report.
- To customize the report layout, for example, adding or removing columns, click Customize.
- To schedule the report to run at a later date, click the drop-down arrow alongside the Run Report button and click Schedule Future Runs....
- To print the report, click Printable View.
- To save the changes you have made as a new report to run later, click Save As.
- To export the report as a .csv or .xls file, click Export Details.