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Reporting in Talkdesk Dialer for Salesforce Campaigns

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Currently, there are no pre-set out-of-the-box reporting tools available for Talkdesk Dialer for Salesforce. However, Salesforce users can use standard Salesforce reporting functionality to build their own reports.

To start building reports using Talkdesk Dialer for Salesforce data, you will need to:

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  1. Go to Setup [1] and choose Object Manager [2].

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  1. Search for the following objects: “Talkdesk Campaign”, “Talkdesk Campaign Call”, “Talkdesk Campaign Agent”, “Dialer History”, and “Dialing List”. 
  2. Check if the checkbox “Enable Reports” is enabled for each of them. If not, click on Edit and enable it.

Once all objects allow reports, you can start building a custom report type based on Talkdesk Dialer for Salesforce objects and their auxiliary objects. All the objects related with the Dialer and the information they store are described below. 

 

Talkdesk Campaign

This object stores data at the Talkdesk Campaign level. It includes all the campaign configurations, such as start and end date, description, dialing mode, status, and all the information you are able to configure when creating and editing a Talkdesk Campaign. 

 

Talkdesk Campaign Call

This object represents every entry of a record in a specific Talkdesk Campaign,  links Talkdesk campaigns anddialing list members. It also stores the current call retry and the call status, among other information about that specific campaign entry. 

 

Talkdesk Campaign Agent

This object represents the connection between an agent and a specific Talkdesk Campaign. So, every time an agent is assigned to a campaign, one new entry is created in this object to store the agent name and the Talkdesk Campaign name.

 

Dialer History

This object records members added to or removed from Talkdesk Campaigns.  It also stores information about call attempts made in a campaign and their results.

Every time a member is added or removed from a dialer list, that change will be reflected in the Talkdesk Campaign using that dialer list. A log will be created in this Dialer History object to store information about which member was changed, who changed it, and in which dialer list and campaign it was changed.

When an agent makes an attempt to call a record in a campaign, a new log will be created in this object to store the attempt number, the agent who called, the phone number and record that was called, and the result of that attempt (if it was successful, not answered, or skipped by the agent).

The logs can be manually deleted at any time, or you can schedule the log deletion by following this process:

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  1. Go to the Talkdesk Admin tab [1] in the Talkdesk Lightning App.
  2. Go to the Dialer settings page [2].

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  1. In the “Dialer logs retention period” dropdown [3], choose the frequency with which you would like the logs to be deleted.
  2. Click Save [4].
  3. If you want to delete all logs at once, click the button Delete all history now

Additionally, the call context data is available on the Talkdesk Activities object. For specific Talkdesk Dialer for Salesforce calls, a Talkdesk activity will be created for calls marked as “Completed” or “Not Answered” on the Talkdesk Campaign. Talkdesk Dialer for Salesforce will not create a Talkdesk activity record for calls on the Talkdesk Campaign when the call fails, is skipped, not dialed, or has an invalid number.

 

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