You are here:
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.
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. |
The Voice objects collect these key metrics and errors. You can add key metrics and errors to Voice custom reports to help you understand Voice performance. They are values in the Source Type report field.
- Disconnected calls
- Calls missed by reps
- Rep status sync
- Service degradation
- Call quality degradation
- Transcript not found
- Voice routing error
- Voice call data sync error
- Voice call field value error
- Voice call time to assign
- Vendor login failure
For each key metric or error above, these details appear with values from which you can group data. They are values in the Detail Type report field.
- Error
- Disconnect reason
- Mean Opinion Score (MOS) code
- Call failed to connect reason
- Call failed to connect duration seconds
- Status sync reason
- Transcript not found reason
- Voice call field value error reason
- Call time to assign seconds
- Vendor login failure reason
Disconnected Calls
Stores data about disconnected call states outside of typical disconnected paths. For example, track how many calls were disconnected outside of typical call paths.
| Voice Performance Objects: Voice Channel Interaction Detail Event AND Voice Channel Interaction Event | |||
|---|---|---|---|
| Telephony Model | Metric | Detail | Values |
Available in:
|
Call Disconnect Issue | Disconnect Reason |
|
Troubleshooting Tips
- For Call Disconnected from Flow values, check if there are any disconnect blocks in your contact flow configuration. You may need to investigate what is triggering a disconnect in your contact flow. Also, check that your contact flow is configured correctly and used when intended. If this metric appears frequently, it requires immediate attention. See AWS Documentation: Troubleshooting contact flow errors in Amazon Connect, Flow block: Set disconnect flow, and DisconnectReason in Contact records data model.
- For Telephony Issue values, which are supplied by your telecom provider, we recommend you reach out to your telephony vendor. For more information, you may have to log a customer service ticket with your vendor, such as Amazon.
Calls Missed by Reps
Stores data about missed calls by contact center reps. For example, missed calls for a specific duration.
This article uses "agents" to refer to contact center reps, not AI agents.
| Voice Performance Objects: Voice Channel Interaction Detail Event AND Voice Channel Interaction Event | |||
|---|---|---|---|
| Telephony Model | Metric | Detail | Values |
Available in:
|
Agent Missed Call | Why Call Failed to Connect |
|
Troubleshooting Tips
- For Call Missed and Call Accepted But Missed values, agents might not answer calls or callback requests within 20 seconds. If agents answer calls within 20 seconds, check your virtual desktop infrastructure (VDI). If your VDI configuration looks fine, then contact Salesforce Customer Support for help. See Salesforce Help: Call Timing in Service Cloud Voice Limits and Limitations and Set Up Voice Call Audio for Virtual Desktop Users.
- For Call Missed and Call Rejected values from outbound call types, check the following
from agents’ phone number:
- The phone number being called is valid.
- The phone number is being dialed in E.164 format or the format required by your telephony provider.
- The country the phone number belongs to is an approved or allowlisted country by your telephony provider.
- The country the phone number belongs to is an approved or allowlisted country by your telephony provider.
- If the previous conditions are met, contact your telephony provider to ensure a connection was established.
- For Call Rejected values, ask agents why they rejected calls or train agents not to reject calls under certain circumstances.
- For Call Accepted But Failed values, check the frequency at which these occur.
- If frequent, you may need to start with your telephony vendor and see if the vendor connection wasn’t established.
- Whisper flow delays may have caused these values. Audio for whispers shouldn’t exceed two minutes. See AWS Documentation: Flow block: Set whisper flow.
- Check your contact flow logs for any relevant information.
Rep Status Sync
Stores data about any rep status inconsistencies between Salesforce and telephony systems. For example, track Omni-Channel sync issues, which indicate reps’ availability.
| Voice Performance Objects: Voice Channel Interaction Detail Event AND Voice Channel Interaction Event | |||
|---|---|---|---|
| Telephony Model | Metric | Detail | Values |
Available in:
|
Call Disconnect Issue | Disconnect Reason |
|
Troubleshooting Tips
For Vendor status was not routable and the mapped omni status is not the same as the actual omni status values, check that Presence Status Sync is turned off in your contact center. Turn on Presence Status Sync for Salesforce and your telephony system to resolve inconsistencies, and run the report again.
Service Degradation
Stores data that indicates if a group of calls experienced service degradation during a period of Voice resiliency, which ensures that telephony service is operational. For example, track how many calls were impacted when the number of conversations is over the limit or when the background service is affected.
During a period of Voice resiliency, certain Service Cloud Voice features and functionalities may be impacted. See Knowledge Article: Voice Resiliency for Service Cloud Voice.
| Voice Performance Objects: Voice Channel Interaction Event | |
|---|---|
| Telephony Model | Metric |
Available in:
|
There are no metric details for this specific metric, but this metric is tracked whenever there’s a service disruption. |
Call Quality Degradation
Stores data about any Mean Opinion Score (MOS) code values below 3.5. MOS is a measure used in assessing the quality of experience for telecommunications. For example, track all calls that had a MOS score less than 3.5. Degraded call quality affects the quality of audio and effectiveness of the call due to increased latency or packet loss.
| Voice Performance Objects: Voice Channel Interaction Detail Event AND Voice Channel Interaction Event | |||
|---|---|---|---|
| Telephony Model | Metric | Detail | Values |
Available in:
|
Call Quality Degradation | Mean Opinion Score | 0 through 5 – 0 being the lowest perceived quality of the voice call and 5 being the highest. Any degradation from 3.5 through 0 is stored. |
Troubleshooting Tips
- For 3.5 or below values, check with your telephony vendor for any connection issues.
- To act on this metric, a rep has to have a pattern, such as the last 20 calls were of degraded call quality.
Calls Missing Transcripts
Stores data that indicates when a call is missing a transcript generated through Contact Lens for Amazon Connect, Amazon Transcribe, or a partner telephony transcription service.
| Voice Performance Objects: Voice Channel Interaction Detail Event AND Voice Channel Interaction Event | |||
|---|---|---|---|
| Telephony Model | Metric | Detail | Values |
Available in:
|
Transcript Not Found | Transcript Not Found Reason | Transcript not found for voice call |
Troubleshooting Tips
For voice calls transcribed with Contact Lens for Amazon Connect, backfill up to 100 missing transcripts at a time by using the contactDataSync Lambda function.
Voice Routing Error
Stores data that indicates when Omni-Channel fails to route voice calls. For example, track any instances where Omni-Channel flows failed and on which calls they failed.
| Voice Performance Objects: Voice Channel Interaction Detail Event AND Voice Channel Interaction Event | |||
|---|---|---|---|
| Telephony Model | Metric | Detail | Values |
Available in:
|
Voice Call Routing Error | Routing Failure | Omni-Channel Error Routing Voice Call – Omni-Channel failed to route the voice call. |
Troubleshooting Tips
For the VoiceRoutingExecutionFailed value, check that your Omni-Channel flow configuration is correct. See Service Cloud Voice Implementation Guide: Execute an Omni-Channel Flow.
Voice Call Data Sync Error
Stores metrics about post-call data sync errors. For example, track all calls where After the contact record sync fails.
| Voice Performance Objects: Voice Channel Interaction Detail Event AND Voice Channel Interaction Event | |||
|---|---|---|---|
| Telephony Model | Metric | Detail | Values |
Available in:
|
Voice Call Data Sync Error | Data Sync Failure |
|
Troubleshooting Tips
- The values for this metric direct you to check customization issues in your org. For example, the Update Voice Call Failed value directs you to check the picklist values configured on custom attributes on VoiceCall.
- If you use Einstein Conversation Insights, and experience upload errors with call recordings, check that the feature is set up correctly. See Salesforce Help: Connect Voice Recording Providers.
- If you experience general issues with call recordings, See Salesforce Help: Listen to and Collaborate on Voice Call Recordings.
- If you can’t resolve setup or configuration issues by fixing your customization issues, then contact Salesforce Customer Support for help.
Voice Call Field Value Error
Stores metrics about missing fields or field values being passed to your Amazon Connect flow or partner telephony system. For example, track calls where a field and value are set as a contact attribute in an Amazon Connect flow, but the field doesn’t exist in the Salesforce VoiceCall object or there was an issue assigning it a value.
| Voice Performance Objects: Voice Channel Interaction Detail Event AND Voice Channel Interaction Event | |||
|---|---|---|---|
| Telephony Model | Metric | Detail | Values |
Available in:
|
Voice Call Field Value Error | Voice Call Field Value Error Reason |
|
Troubleshooting Tips
Check customization issues in your org based on the values for this metric. For example, note the field values for a VoiceCall object.
Voice Call Time to Assign
Stores data about inbound, transfer, and callback voice calls that take longer than 1.5 seconds to assign to a rep. For example, track any calls that take more than 1.5 seconds to assign to see if there are delays in routing calls to reps, and to troubleshoot the source of the delays.
| Voice Performance Objects: Voice Channel Interaction Detail Event AND Voice Channel Interaction Event | |||
|---|---|---|---|
| Telephony Model | Metric | Detail | Values |
Available in:
|
Voice Call Time-to-Assign | Time to Assign in Seconds | 1.6 or more value in seconds. |
Troubleshooting Tips
- If the value is more than 1.6 seconds, check your configuration with your telephony vendor.
There are five steps from which any one step could indicate the cause of a delay:
- The call is placed by an end user
- The call is detected by the telephony vendor and the VoiceCall Telephony API is invoked to create a VoiceCall
- It’s possible that the omniFlow Routing API is also invoked to fetch routing instructions from Salesforce by running an Omni flow
- The call is placed in a queue so it can route to the next available rep
- The call is routed to a rep
- If calls are missed when accepted, then contact Salesforce Customer Support for help.
Vendor Login Failure
Stores data about failed login attempts. For example, track instances of SSO issues.
| Voice Performance Objects: Voice Channel Interaction Detail Event AND Voice Channel Interaction Event | |||
|---|---|---|---|
| Telephony Model | Metric | Detail | Values |
Available in:
|
Vendor Login Failure Issue | Vendor Login Failure Reason |
|
Troubleshooting Tips
- Vendor Login Failures Reasons are supplied by your telecom provider. If you see unexpected values, reach out to your telephony vendor.
- If you encoutner persistent or reoccuring errors, run the Connection Status utility to help with additional troubleshooting. For more information, see Let Reps Test Their Workstations with Connection Status Utility.
