General
From version 2.9.10 of ContactWorld in Salesforce, the The ContactWorld managed package includes 12 13 standard reports and 2 dashboards. These 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.
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| 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. |
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Call
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Duration by ACD
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| 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. |
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| 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. |
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Calls made today
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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
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| 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. |
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