These are instructions on how to create a call activity report and associated graphs in Salesforce Lightning.
Note: A Salesforce admin will need to make sure that the custom Truly fields are accessible via reports. See our comprehensive Salesforce Admin guide for more information on permissions.
For this guide, you will need to make sure you can report on these fields:
truly_callDurationMinutes
truly_customCallDisposition
How to create a call report:
In the Sales Console: From the Reports tab, click New Report
Select Activities > Tasks and Events, click Continue.
Click Filters in the left-hand section and have the following selected:
Show me: All Activities
Date: (Date range desired)
Show: Open & Completed Activities
Show: Tasks and Events
Add a filter that limits your results to activities with “Call:” in the Subject.
Remove the Outline Priority, Status, and Task columns.
Add an Outline column with the custom field for Duration.
(example;truly_callDurationMinutes)Add an Outline column with the custom field for Disposition.
(example;truly_customCallDisposition)Under Group Rows, select:
Assigned
truly_customCallDisposition
Your Outline and Filters tabs should look something like this.
Click on the Arrow in the
truly_callDurationMinutescolumn and choose Summarize > Sum.
Finally, Click Run. 🎉
You now have a report that includes total calls, total talk time, and call outcomes for each member of your team!
How to add a chart to your new call report
Once in your report, click the Add Chart button in the upper right.
Once enabled, click to gear icon in the upper right of the line graph displayed. You’ll have many chart property options.
Report Graphs
Total Talk Time Graph
When inserting a Chart or Graph, Salesforce will automatically default to show you a graph of total talk time per user.
The X-Axis drop down should be “Sum of Truly Call Duration” and the Y-Axis should be “Assigned”.
This chart will tell you exactly how much time each rep spent on the phone in your selected time period.
Total Call Volume Graph
To show how many calls each rep has made/received in a given time period, change your X-Axis to “Record Count”, the Y-Axis should be “Assigned”.
You have the option to add call volume as its own chart or add it to the talk time chart by choosing “Plot Additional Values” and then “Record Count”.
Call Outcomes Graph
The
truly_customDispostionfield can be used to show how much time each rep spends on calls that lead to a certain outcome. In the X-Axis field, choose either “Record Count” or “Sum of Truly Call Duration”.Record Count will show you how many calls had a certain outcome.
Sum will show you how much time was spent on calls with a certain outcome.
In Group By, choose “Call Disposition”.
If you have any additional questions or issues please chat or email support@truly.co, and we’ll be happy to assist!