Reports and Dashboards

All phone calls are stored as a task and are a available in Salesforce reports. CTI Data Connector for Salesforce® 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