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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 Call logging in task records. 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 When you install Vonage Contact Center in Salesforce, the installation includes several standard reports and dashboards. For information about the provided reports and dashboards, see Built-in reports for ContactWorld Vonage Contact Center in Salesforce.

To run a Vonage Contact Center call center report, perform the following steps:

1. In Salesforce, go to the Reports tab.

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   If you are using Salesforce Classic and 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.

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2. In Locate Vonage Contact Center reports in one of the following ways:

   • If you are using Salesforce Classic, 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.

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   • To view standard ContactWorld reports, click 

      click NVM Call Data (Installed Package: ContactWorld for Salesforce).

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     A list of

     standard ContactWorld

     standard Vonage Contact Center reports appears.
     

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   • If you are using Salesforce Lightning Experience, in the menu on the left side, click All Folders.
     A list of available folders appears. Click NVM Call Data. 

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   For information about ContactWorld Vonage Contact Center reports included in the installation, see Built-in reports for ContactWorld Vonage Contact Center in Salesforce.For  For information about creating your own reports, see Salesforce help.
3. 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 Filter the results.
   • Customize the report layout, for example, adding or removing columns, click Customize.
   • To schedule 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 Print the report, click Printable View.
   • To save Save the changes you have made as a new report to run later, click Save As.
   • To export Export the report as a .csv or .xls file, click Export Details.
   For more information on about these tasks, see Salesforce help.