Configuring Advanced Reporting and Statistics
When you install Advanced Reporting and Statistics, configure the connections that pull statistics from your Vonage Contact Center accounts.
How do I configure Advanced Reporting and Statistics after installing or upgrading?
When you first install Advanced Reporting and Statistics, a page with post-install instructions will appear. You can configure Advanced Reporting and Statistics. If this page does not appear, or if you wish to configure the package later, perform the following tasks to access the instructions:
Go to Setup in Salesforce.
On the left-hand side of the Salesforce window, in the Quick Find field, type 'Installed Packages'.
In the filtered list of items, click Installed Packages. Installed Packages appears.
Locate and click Vonage Advanced Reporting. Vonage Advanced Reporting (Managed) appears.
Alongside Post Install Instructions, click View.
The post-installation instructions contain the following sections:
Channels section
Channels contain settings for the jobs that retrieve Vonage Contact Center data. The jobs then store the data in summary detail records in Salesforce.
You need one or more channels to use Advanced Reporting and Statistics. Click Add Channel to create a channel for the Vonage Contact Center Account whose activity you'd like to collect. You will need to add a channel for each account.
Provide information in the following fields:
Channel field | Description | Notes |
|---|---|---|
Name | The name of the channel. | This label must be unique among the channels you create in the Org and cannot contain the name of another channel. For example, you cannot create ChannelA1 if you have already created ChannelA. |
Description | A description of the channel. | Add any extra information about the Channel or Account you are using. |
Fetch Analytics | Checkbox | Fetch Analytics is only available if you have enabled Conversation Analyzer. If Conversation Analyzer is enabled for your account and you select the Fetch Analytics check box, Advanced Reporting and Statistics retrieves category matches, talk-time percentages, and confidence statistics for calls. For information about configuring Conversation Analyzer for your account, see Configuring Conversation Analyzer in Salesforce. |
Fetch Transcription | Checkbox | Fetch Transcript is only available if you have enabled Conversation Analyzer. If Conversation Analyzer is enabled for your account and you select the Fetch Transcript check box, Advanced Reporting and Statistics retrieves transcripts of calls. For information about configuring Conversation Analyzer for your account, see Configuring Conversation Analyzer in Salesforce. |
API | Version of the Stats API used to retrieve data from the Vonage Contact Center account. | Supported versions are 3 or 0. Default value is 0. Version 3 or above uses the new generation of Vonage Contact Center APIs which support an offset of 0 minutes. For information about the offset setting, see Offset later in this table. Version 3 or above also contains additional fields for reporting. |
Channel URL | The URL for your Vonage Contact Center account. | Examples: https://emea.api.newvoicemedia.com |
Client ID | Your OAuth Client ID for granting access to the Vonage Contact Center APIs. | For information about getting your client ID, see Configuring API credentials. In Scopes, select "View Insights Stats". |
Client Secret | The corresponding OAuth secret for your Client ID. | For information about getting your client secret, see Configuring API credentials. In Scopes, select "View Insights Stats". |
Timeout (ms) | The HTTP timeout in milliseconds applied for API calls to the Stats APIs. | We recommend using a timeout of 60000 ms. If API calls are timing out due to network latency, increase the timeout up to 99999 ms. |
Offset (mins) | The time after which agent and interaction data is retrieved from Vonage Contact Center. | For example, if you set Offset (mins) to 120, data is retrieved into Salesforce 2 hours after it was created. When using an API version of 3 or above, you can set Offset to zero. If you do so, Advanced Reporting and Statistics will retrieve data up to the present, including for events which are still ongoing. If you are on an older version of the package, using version 0 of the API, we recommend that you set Offset to 75 minutes or more. Because version 0 of the API only retrieves completed events, the API would not retrieve long calls or agent events (longer than the offset) until a subsequent sweep for data. |
Q'd? | Determines whether the channel is queued. When you queue a channel, the channel automatically retrieves data from the configured Vonage Contact Center account every 15 minutes. | To start collecting data for this channel, select the Q'd? checkbox. To stop collecting data for the channel, clear the Q'd? checkbox. |
If you make any changes in the Channels section, click Save All to commit them.
Global Settings and Mappings
Values in the Global Settings and Mappings section apply to all channels.
In the Global Settings and Mappings section, Statistics Retention (Days) contains the value 8. This value represents the number of days for which Salesforce keeps statistical data from Vonage Contact Center. After this time, Salesforce deletes the data.
We recommend that you change this value, taking into account how much Salesforce storage you have available and how much the data will use. The longer you retain your statistics, the more storage space is used. For information about calculating how much storage you will require, see Calculating storage requirements.
On installation, Flags is empty and the default settings apply. You can use Flags to configure the following:
Call recording analytics data. If the conversation analyzer feature is enabled for your account, you can configure Advanced Reporting and Statistics to retrieve call recording analytics data from Vonage Contact Center. For information about configuring which call recording analytics data Advanced Reporting and Statistics should retrieve from Vonage Contact Center, see Configuring Conversation Analyzer in Salesforce.
Faster retrieval of interaction statistics. From version 2.83 onwards, add the flag RC=1 to instruct the package to fetch interaction and agent activities data every minute. RC=2 and RC=3 are also supported for 2- and 3-minute repeats of the statistics cycle.
The package monitors Salesforce limits for Asynchronous Apex and will reduce activity if the org consumes 75% of the daily limit. The package will consume approximately 6,000 units of this limit each day running every minute fetching data from a single Vonage account and the base limit is typically 250,000. As a safety feature, the package will pause after 199 cycles until resuming in the next 15 minutes.
Page size for fetching interactions. The default and generally recommended value is 400 interactions. Check with your account manager before using a different value. To limit the page size to 200 interactions, for example, include the following string in the Flags field: PMAX(200).
Page size for fetching agent activities. The default and generally recommended value is 2000 agent activities. Check with your account manager before using a different value. To limit the page size to 1000 agent activities, for example, include the following string in the Flags field: AMAX(1000).
Time range fetched each cycle. The default and generally recommended value is 3600 seconds. Check with your account manager before using a different value. To limit the package to fetching up to an hour each transaction, for example, include the following string in the Flags field: TMAX(1800).
The Interaction Type for inbound interactions. When Advanced Reporting and Statistics retrieves inbound interaction statistics, the value of Interaction Type is "Phone". To override this value with "Inbound Call" (to be consistent with previous versions), include the following string in Flags: FIXPHONE.
Assignment of call summary ownership to agents. The following flags are available:
Participation object. If you want Advanced Reporting and Statistics to create Participation objects along with Vonage Agent Summary and Vonage Call Summary records, include the following string in Flags: PARTICIPATION.
If you include more than one flag, you do not need to provide a delimiter (separator). However, for readability, we recommend that you use a comma or space between flags.
If you make any changes in the Global Settings and Mappings section, click Save All.
Report Templates
If you plan to report on your Advanced Reporting and Statistics data in Salesforce, you can create your own reports or use the provided report templates. To access report templates, click Install Report Templates Package vx. The installation page for the ReportTemplates package appears. Provide information as required and click Install.
ReportTemplates installation conflicts
If you already have reports in your org with the same name as the templates in the package, conflicts may occur when installing. Choose whether to not install or to rename conflicting templates in the package.
The installation starts. You receive an email when the installation is complete.
For general assistance, please contact Customer Support.
For help using this documentation, please send an email to docs_feedback@vonage.com. We're happy to hear from you. Your contribution helps everyone at Vonage! Please include the name of the page in your email.