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Check Voice Channel Performance
Identify anomalies in your contact center and fix them on your own with documentation.
Required Editions
This article applies to:
- Service Cloud Voice with Amazon Connect
- Service Cloud Voice with Partner Telephony
- Service Cloud Voice with Partner Telephony from Amazon Connect
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To create, update, and delete custom report types: | Create and Customize Reports AND Manage Custom Report Types AND Modify All Data |
| To view Voice channel performance data | Contact Center Admin Permission set |
Evaluate the performance of your voice channel by adding two new Voice objects to your custom report types. Spot trends on disconnected calls missed calls by reps, call error rates, and other call actions to diagnose and resolve common Voice issues.
Attributes on voice calls are stored in the two new Voice objects, Voice Channel Interaction Event and Voice Channel Interaction Detail Event. Admins can run reports to identify the root causes of contact center issues, and support managers can run reports to see call error descriptions. Additionally, developers can use the Developer Console to see the same data, but they can’t create, update, or delete the data via the API.
Some metrics tracked in Voice performance reports may be a result of rep behavior or improper Voice configuration. For example, reps may open Voice in multiple browser tabs, causing their statuses to become out of sync, even though it’s recommended in Salesforce Help for them not to open Voice in multiple browser tabs.
- Create a Custom Report to See Voice Performance Trends
Reports give you access to your Voice channel performance data, which you can examine in almost infinite combinations. - Key Voice Performance Metrics
After you create a custom report type that includes the new Voice objects, you can run a report and filter specific fields and columns to answer questions about how your Voice channel is doing.
