---
schema_version: "1"
id: aabb71bcc51c51f0bd44317687c52bdf9a88f7ed3b14a61068b5aa529a81e7ea
title: Check Voice Channel Performance
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/voice_perf_metrics.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.voice_perf_metrics.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 3357acd6d1121f1dde3483c3fa2cc5d4ab17b3a1f5207eab7663dda4b4b804f7
description: Identify anomalies in your contact center and fix them on your own with documentation.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Check Voice Channel Performance

Identify anomalies in your contact center and fix them on your own with documentation.

### 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="d43512e73">User Permissions
            Needed</th>
        </tr>
      </thead>
      <tbody>
        <tr class="">
          <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d43512e73 ">To create, update, and delete custom report types:</td>

          <td class="slds-cell-wrap" style="vertical-align:top;" headers="d43512e73 ">Create and Customize Reports AND Manage Custom Report Types AND Modify All
            Data</td>

        </tr>
        <tr class="">
          <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d43512e73 ">To view Voice channel performance data</td>

          <td class="slds-cell-wrap" style="vertical-align:top;" headers="d43512e73 ">Salesforce Voice Contact Center Admin Permission set</td>

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

Evaluate the performance of your voice channel by adding two new Voice objects to your custom report types. Spot trends on disconnected calls missed calls by reps, call error rates, and other call actions to diagnose and resolve common Voice issues.

Attributes on voice calls are stored in the two new Voice objects, Voice Channel Interaction Event and Voice Channel Interaction Detail Event. Admins can run reports to identify the root causes of contact center issues, and support managers can run reports to see call error descriptions. Additionally, developers can use the Developer Console to see the same data, but they can’t create, update, or delete the data via the API.

Some metrics tracked in Voice performance reports may be a result of rep behavior or improper Voice configuration. For example, reps may open Voice in multiple browser tabs, causing their statuses to become out of sync, even though it’s recommended in Salesforce Help for them not to open Voice in multiple browser tabs.

![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_important.png)

Important Some metrics are only available for Salesforce Voice with Amazon Connect. All data for the new Voice objects are deleted after 30 days.

- **[Create a Custom Report to See Voice Performance Trends](https://help.salesforce.com/s/articleView?id=service.voice_perf_create_report.htm&release=264.0.0&type=5)**  
    Reports give you access to your Voice channel performance data, which you can examine in almost infinite combinations.
- **[Key Voice Performance Metrics](https://help.salesforce.com/s/articleView?id=service.voice_perf_metrics_key.htm&release=264.0.0&type=5)**  
    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.

#### See Also

- [Salesforce Voice Limits and Limitations](https://help.salesforce.com/s/articleView?id=service.voice_limitations.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)