You can add these fields to the page layout of Salesforce task objects. The ContactWorld managed package installs the custom fields into Salesforce.
| Standard or custom | Task record field | Description of use | Example |
|---|---|---|---|
| Custom | |||
ACD | Inbound: The name of the ACD (queue) that delivered the caller to the agent. | ACD Payments | |
| Call Ring Time | Inbound: The time between the agent's phone starting to ring and the agent answering the call. Outbound: The time between the customer's phone ringing and the customer answering the call. Requires Contact World version 2.8.3 or above in Salesforce. | ||
| Call Talk Time | Inbound: The time that the customer spent connected to an agent or agents. Outbound: The time between the customer answering their phone and the call finishing. Requires Contact World version 2.8.3 or above in Salesforce. | ||
| Call Was Recorded | Indicates if call was recorded. Requires Contact World version 2.8.3 or above in Salesforce. | ||
| ContactWorld Number | Inbound: The ContactWorld telephone number that received the call. | 09876543210 | |
Customer Number | Inbound: The CLID (Calling Line Identification number) presented by the caller. If the caller has withheld their CLID the field is left blank. | 07777888888 | |
CW Call End Time | The time the call ended in ContactWorld, to help find call recordings with the Call Recording Archive (UK time). | 09/05/2014 12:45 | |
CW Call Start Time | Inbound: The time the call was received by ContactWorld (UK time). This field helps finding call records within statistics and downloads. | 09/05/2014 12:43 | |
| Interaction Quality | The rating that an agent or supervisor gives a call recording. The rating is a value from 1 to 10. | ||
Service Name | Inbound call: The service name associated with the ContactWorld Number above, as set by your call centre administrator. | Payments Line | |
| Standard | |||
| Assigned To | The agent's Salesforce user. | |
Call Duration | Duration of the call, from start to finish, in seconds. Inbound: Call Duration for inbound calls includes the time from which the first agent answers the call to the time at which the call is ended. Outbound: Call Duration for outbound calls includes the time from which the first agent answers the call to the time at which the call is ended. | 48 | |
Call Object Identifier | The ContactWorld GUID (Global Unique Identifier) for the call record. | 286facf4-3deb-421c-bdeb-521c3deb521c | |
| Call Result | |||
Call Type | Direction of the call (inbound or outbound). | Inbound | |
| Comments | |||
| Created By | |||
| Due Date | |||
| Last Modified By | |||
Name | Inbound: If the caller's telephone number matches a unique record within a Salesforce Contact, the contact name is used. The name is linked if available. | Joe Bloggs | |
| Phone | |||
| Priority | |||
| Recurrence Interval | |||
Related To | Inbound: If the caller's telephone number matches a unique record within a Salesforce object—for example, Account or Opportunity—the name is used. | PotentialCustomer.com | |
| Repeat This Task | |||
| Status | |||
| Subject | Direction of the call (inbound or outbound) and the caller's telephone number. | Inbound call from 01234567890 | |
| Type | |||