---
schema_version: "1"
id: 0377a1e196db2323403ef43db8b1b210f1da2d0e2c25b8de4b49ca656a541bb0
title: Create a Custom Report to See Voice Performance Trends
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/voice_perf_create_report.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.voice_perf_create_report.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: a0982e753055881647b4bcfcf3595596793d1519fe44e55949b2d0130f733880
description: Reports give you access to your Voice channel performance data, which you can examine in almost infinite combinations.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# 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.

### Required Editions

This article applies to:

- Salesforce Voice with Amazon Connect
- Salesforce Voice with Partner Telephony
- Salesforce Voice with Partner Telephony from Amazon Connect

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&amp;release=264.0.0&amp;type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
      <colgroup>
        <col style="width:50%">
        <col style="width:50%">
      </colgroup>
      <thead class="slds-text-title_caps ">
        <tr class="">
          <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d141291e73">User Permissions
            Needed</th>
        </tr>
      </thead>
      <tbody>
        <tr class="">
          <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d141291e73 ">To create report types:</td>

          <td class="slds-cell-wrap" style="vertical-align:top;" headers="d141291e73 ">Create and Customize Reports AND Manage Custom Report Types</td>

        </tr>
        <tr class="">
          <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d141291e73 ">To view Voice channel performance data:</td>

          <td class="slds-cell-wrap" style="vertical-align:top;" headers="d141291e73 ">Salesforce Voice Contact Center Admin Permission set</td>

        </tr>
        <tr class="">
          <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d141291e73 ">To view all Voice Call records, regardless of role:</td>

          <td class="slds-cell-wrap" style="vertical-align:top;" headers="d141291e73 ">View All Data</td>

        </tr>
      </tbody>
    </table>

Create a custom report type that includes the new Voice objects:

- Voice Channel Interaction Event
- Voice Channel Interaction Detail Event

Then run a report from the new custom report type, and filter Voice fields and report columns to see specific trends.

![Custom report showing voice channel metrics.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_performance_metrics.png)

To view VoiceCall attributes in a custom report, add the polymorphic lookup attributes on Source, labeled Metric Source Voice Call ID, of the Voice Channel Interaction Event object.

To help users access all necessary Voice Call records in the custom report, assign them a role that has read access for appropriate records, such as those owned by users that report to them.

#### See Also

- [Reports](https://help.salesforce.com/s/articleView?id=analytics.rd_reports_overview.htm&type=5&language=en_US)
- [Create a Custom Report Type](https://help.salesforce.com/s/articleView?id=xcloud.reports_defining_report_types.htm&type=5&language=en_US)
- [Salesforce Voice Performance Metrics Guide](https://resources.docs.salesforce.com/latest/latest/en-us/sfdc/pdf/voice_performance_metrics_guide.pdf)