Unaric Voice 

All phone calls are stored as a task and are a available in Salesforce reports. Unaric Voice comes with a lot of default reports in the folder: Mirage - Call Center Reports

 

 

 

 

You can create any type of reports like

 

•Incoming calls of a day or week

•Calls where nobody could be reached (call duration is empty or 0)

•Report about the call results

 

The following phone call related fields are available for reports:

 

•Call Type (inbound / outbound)

•Call Result (including missed call and No Answer)

•Call Start (date / time)

•Call End (date / time)

•Call Duration (time spent on the active call)

•Call Ring Time (Field needs to be activated)

•Call Hold Time (Field needs to be activated)

•Call Duration (total) (Field needs to be activated)

•Called ID

•Caller ID

 

If you create a report select report category: Activities and report type: Tasks and Events

using the filter option: Task Subtype: equals call

 

 

 

Example Report

 

 

 

See also: Dashboards