Call center reports are a standard Salesforce feature. You can create reports on 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.
To run a call center report, perform the following steps:
In Salesforce, go to the Reports tab.
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.
In the list of reports on the left side, click Call Center Reports.
A list of standard call center reports appears.
- 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.