Add additional fields

1 min

Add Custom Fields

You can add custom fields to activities. As these fields are not always required and custom fields for activities have limitations, you can select the fields you need

•Call Hold Time - records per call how many seconds the call was in hold state

•Call Ring Time - records per call how many seconds the call was in ring state

•Call Duration (total) - summary of Call Hold Time + Call Ring Time + Call duration (time spent on the active call)

•Call Result Group - if enabled, the selection in the Call Result Group is saved in the activity

•Call Transfer Type - if enabled, it protocols if a call was transferred (Blind Transfer, Consulted Transfer)

•IVR ID - protocols the data typed in the IVR, e.g. Case Number - requires Automatic Call Distribution for Salesforce

•Call Start time (Hour) - if enabled, you can create a report about peak times of calls (Calls - Inbound / Outbound Per Hour)

Tick the field you want to add and click on the button: Create Fields.

Then add the fields on the Task Page Layout

The fields are visible on the administrator and standard profile only. If other profiles should use the fields, add the permission set. The permission set will be automatically added to all users assigned to a Call Center configuration, once the permission set was created.