Built-in reports for Vonage Contact Center in Salesforce
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General
The ContactWorld managed package includes 13 standard reports and 2 dashboards. 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.
Advanced Reporting and Statistics
If you have installed the NVM Advanced Reporting and ReportTemplates packages, you can run additional reports and dashboards. For information about reports and dashboards in the ReportTemplates package, see Reports and dashboards in Advanced Reporting and Statistics.
Reports
Call Duration – Bucketed
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.
Call Duration by ACD
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.
Call Duration by User
The Call Duration by User report groups calls by the assigned agent. The report shows both inbound and outbound calls, and the bar chart shows the number of calls assigned to each agent.
