Running reports on Dial List data
Overview
You can track and report on Dial List call activity using:
Call statistics are displayed directly on the Dial List detail page.
Standard Salesforce reports for multiple Dial Lists.
Activity reports showing tasks related to Dial Lists.
View call statistics for a single Dial List
To see the number of calls agents have skipped or completed for a particular Dial List, view the statistics directly on the Dial List detail page.
The following statistics are available:
Statistic | Description |
|---|---|
Outstanding Calls | Number of calls that are pending or not yet completed. |
Completed Calls | Number of calls that have been completed. |
Skipped Calls | Number of calls that agents have skipped. |
Create reports for multiple Dial Lists
To see the number of skipped or completed calls across multiple Dial Lists, create a standard report in Salesforce.
To create a call activity report:
In Salesforce, navigate to Reports.
Click New Report.
Select one of the following report types:
Processed Dial Entry.
Processed Dial Entry with Dial List.
Configure the report filters and columns as needed.
Click Save and name your report.
Report type selection
Use "Processed Dial Entry with Dial List" if you need to filter or group by specific Dial Lists. Use "Processed Dial Entry" for broader call activity analysis.
Report on tasks related to Dial Lists
Connect creates a task for each call and includes a reference to the Dial List in the custom field NVMConnect__DialList__c.
To create a task report for Dial Lists:
In Salesforce, navigate to Reports.
Click New Report.
Select the Activities with Dial Lists report type.
Configure the report filters and columns as needed.
Click Save and name your report.
Custom field reference
The NVMConnect__DialList__c field contains the Dial List reference and can be used for filtering or grouping tasks by Dial List.