Advanced Reporting and Statistics in Salesforce

Advanced Reporting and Statistics loads interaction and agent activity data from Vonage Contact Center (VCC) into Salesforce. The tool can load data from multiple VCC accounts into a single Salesforce org, providing a central point of data for all reporting requirements.

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How does Advanced Reporting and Statistics work?

Advanced Reporting and Statistics uses Vonage Contact Center APIs to retrieve statistics about interactions and agents. Data is stored within records for interactions, agents, and—optionally—agent participations.

Advanced Reporting and Statistics uses the following Salesforce objects:

• Vonage Call Summary object. Interaction statistics are stored in Vonage Call Summary records. Each inbound or outbound interaction (for example, call, email, or chat) is stored as a new Vonage Call Summary record.

• Vonage Agent Summary object. Agent statistics are stored in Vonage Agent Summary records. Advanced Reporting and Statistics creates a new Vonage Agent Summary records for each agent on a daily basis. Any new events relating to that agent are appended to the existing record each time new activities are received from the APIs. Storing agent states in this way reduces the amount of Salesforce storage, but provides the ability to report on a daily basis.

• Participation object. If turned on for your account, from version 2.72 of Advanced Reporting and Statistics, agent participation statistics are stored in Participation records. Advanced Reporting and Statistics creates a new Participation record for every agent participation—multiple agents can participate in a interaction and a single agent can participate in an interaction multiple times. Participation records are children of their related Vonage Call Summary and Vonage Agent Summary records.

To use Advanced Reporting and Statistics, you must configure one or more channels. Channels describe what data to retrieve and from which Vonage Contact Center account. You can then tick a checkbox to queue these channels to run. The resulting Queueable Apex jobs use the Channel settings to retrieve specified Vonage Contact Center data. Every fifteen minutes, a scheduled job—known as a Scheduled Watchdog job—awakens the package to fetch more data for each active Channel.

What information does Advanced Reporting and Statistics retrieve from Vonage Contact Center?

Advanced Reporting and Statistics retrieves the following type of information:

Agent statistics

Advanced Reporting and Statistics retrieves agent activity statistics and summarizes them on a single daily Vonage Agent Summary record for each agent. This respects the time zone of the agent's user account in Salesforce, defaulting to a configurable time zone if no user is found in Salesforce with the Vonage Contact Center Agent ID.

Vonage Agent Summary records include the following information:

• The times that an agent spent in each state in seconds and also formatted in hours and minutes

• The numbers of events such as Agent Selected, No Answers, Inbound Calls, Inbound Transfers, Outbound Calls, Aways, Extended Aways, Logouts

• Date and time segmentation in agent and UTC time zones

• Related lists of call summaries, Salesforce user records, and—if enabled—participation records.

Interaction statistics

Advanced Reporting and Statistics retrieves interaction statistics and summarizes them in Vonage Call Summary record for each interaction. Specific record types are used for different types of interaction—inbound, outbound, internal, and case. Each record type uses an appropriate page layout for the interaction type.

Vonage Call Summary records include the following information:

• Interaction segments—such as queue, ring, talk, hold, consult and transfer, wrap—and their durations

• Caller and agent details—such as CLID, email address or case IDs, agent IDs, user names and numbers, external numbers consulted with or transferred to

• Various text lists:

  • Queues. The queues that the interaction spent time in and the number of seconds spent.

  • Skills. The skills that the interaction was tagged with.

  • Agents. The IDs of agents who participated in the interaction and how long the agent spent participating.

• If enabled, a related list of agent participation records including statistics about agents' activities with the interaction. For information about participation statistics, see Participation statistics (optional) later in this page.

• Various links:

  • To the Vonage Agent Summary record (for the day of the interaction) for the agent who last participated in the interaction

  • To related case, opportunity, lead, contact, account, and task records in Salesforce

  • To the call recording and integrated player if available

• The end reason and who hung up—caller or agent

• The media type label for the interaction

• Flags such as abandoned, short abandoned, supervisor monitored, and queued callback

• Time zone and local timings derived from the agent's time zone or the configured default time zone

• If available, applet data such as end applet, message taken, and path taken through interaction plan

• Sequence diagram of the call

• Disposition code from the Call Result field on the associated task if available

If the Conversation Analyzer feature is enabled for your account, call summary statistics also include call recording analytics data and a transcript of the call recording. Predefined analytics page layouts show this additional information. For information about configuring the page layouts, see Configuring Conversation Analyzer in Salesforce.

Participation statistics (optional)

Advanced Reporting and Statistics retrieves information about every agent participation in an interaction.

Participation statistics show the activity of each agent who participated in an interaction. The statistics are linked to both agent activity and interaction statistics. Participation statistics expand on call summary statistics, which are not linked to the agent activity statistics unless the applicable agent was the last agent who handled the interaction.

Statistics include:

• Links to the related agent's and interaction's summary records

• Type of activity—for example, busy outbound, busy inbound, busy internal

• Interaction type—for example, outbound call, inbound call

• Agent name and ID

• Start time

• Duration

Example usage

A caller leaves a negative post-call survey. Without Advanced Reporting and Statistics, the following information is available:

• Brief agent notes on the Salesforce task record

• The call's duration—approximately 300 seconds

• A recording of the call

None of the available information points to any obvious reason for dissatisfaction. With Advanced Reporting and Statistics, the timeline shows that the caller went through two different queues and waited for ten minutes before an agent answered their call. The reason for the negative survey is clear—the caller experienced high customer effort.

How do I report on Advanced Reporting and Statistics data?

When you have installed and configured Advanced Reporting and Statistics, you can report on Vonage Agent Summary, Vonage Call Summary, and—if enabled—Participation records.

Report on these records in the same way as you would report on other records in Salesforce, using custom Salesforce reports or Einstein Analytics. For information about creating Salesforce reports, see Salesforce help.

Alternatively, you can install a package of report templates provided with Advanced Reporting and Statistics. The templates provide a variety of reports that you can customize for your own needs. For information about some of these reports, see Creating Advanced Reporting and Statistics reports using report templates.