---
schema_version: "1"
id: 6afd6122e15d13eca6d082b86ae9437c94b70433ad4080766068253b30712f6a
title: Key Voice Performance Metrics
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/voice_perf_metrics_key.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.voice_perf_metrics_key.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: e328567a761cc144080cfbc9cbf1b6876f587e9574114a048fa68fc933f0fc16
description: 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.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Key Voice Performance Metrics

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.

### 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>

The Voice objects collect these key metrics and errors. You can add key metrics and errors to Voice custom reports to help you understand Voice performance. They are values in the Source Type report field.

- Disconnected calls
- Calls missed by reps
- Rep status sync
- Service degradation
- Call quality degradation
- Transcript not found
- Voice routing error
- Voice call data sync error
- Voice call field value error
- Voice call time to assign
- Vendor login failure

For each key metric or error above, these details appear with values from which you can group data. They are values in the Detail Type report field.

- Error
- Disconnect reason
- Mean Opinion Score (MOS) code
- Call failed to connect reason
- Call failed to connect duration seconds
- Status sync reason
- Transcript not found reason
- Voice call field value error reason
- Call time to assign seconds
- Vendor login failure reason

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

Note To view the status of the Salesforce Voice service in real time, visit the Salesforce trust site at [status.salesforce.com](https://status.salesforce.com) and select your Salesforce instance. On the Current Status tab, look for Salesforce Voice in the list of services.

## Disconnected Calls

Stores data about disconnected call states outside of typical disconnected paths. For example, track how many calls were disconnected outside of typical call paths.

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

Note Your telephony provider must support this metric for you to use it. Also, for Amazon Connect, you must update your Contact Center to 12.0 to store disconnected call metrics.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
          <colgroup>
            <col style="width:22.026431718061673%">
            <col style="width:22.026431718061673%">
            <col style="width:23.568281938325992%">
            <col style="width:32.378854625550666%">
          </colgroup>
          <thead class="slds-text-title_caps ">
            <tr class="">
              <th scope="colgroup" class="slds-cell-wrap" colspan="4" style="text-align:left;vertical-align:top;" id="d28037e192">Voice Performance Objects: Voice Channel Interaction
                Detail Event AND Voice Channel Interaction Event</th>
            </tr>
            <tr class="">
              <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e198">Telephony Model</th>
              <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e201">Metric</th>
              <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e204">Detail</th>
              <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e207">Values</th>
            </tr>
          </thead>
          <tbody>
            <tr class="">
              <td data-label="Telephony Model" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e192 d28037e198 ">
                <p>Available in:</p>
                <ul>
                  <li>Salesforce Voice with Amazon Connect</li>
                  <li>Salesforce Voice with Partner Telephony</li>
                  <li>Salesforce Voice with Partner Telephony from Amazon Connect</li>
                </ul>
              </td>

              <td data-label="Metric" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e192 d28037e201 ">Call Disconnect Issue </td>

              <td data-label="Detail" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e192 d28037e204 ">Disconnect Reason</td>

              <td data-label="Values" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e192 d28037e207 ">
                <ul>
                  <li>Call Disconnected from Flow – Call was disconnected in a flow.</li>

                  <li>Telephony Issue – Call was disconnected due to an issue with the carrier, network
                    congestion, network error, or more.</li>

                  <li>Other Issue – Call was disconnected for a reason not covered by the previous
                    codes. For example, the contact was disconnected by an API call. </li>

                </ul>
              </td>

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

### Troubleshooting Tips

- For Call Disconnected from Flow values, check if there are any disconnect blocks in your contact flow configuration. You may need to investigate what is triggering a disconnect in your contact flow. Also, check that your contact flow is configured correctly and used when intended. If this metric appears frequently, it requires immediate attention. See AWS Documentation: [Troubleshooting contact flow errors in Amazon Connect](https://catalog.workshops.aws/troubleshooting-contact-flow-errors/en-US), [Flow block: Set disconnect flow](https://docs.aws.amazon.com/connect/latest/adminguide/set-disconnect-flow.html), and DisconnectReason in [Contact records data model](https://docs.aws.amazon.com/connect/latest/adminguide/ctr-data-model.html).
- For Telephony Issue values, which are supplied by your telecom provider, we recommend you reach out to your telephony vendor. For more information, you may have to log a customer service ticket with your vendor, such as Amazon.

## Calls Missed by Reps

Stores data about missed calls by contact center reps. For example, missed calls for a specific duration.

This article uses "agents" to refer to contact center reps, not AI agents.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
          <colgroup>
            <col style="width:22.026431718061673%">
            <col style="width:22.026431718061673%">
            <col style="width:23.568281938325992%">
            <col style="width:32.378854625550666%">
          </colgroup>
          <thead class="slds-text-title_caps ">
            <tr class="">
              <th scope="colgroup" class="slds-cell-wrap" colspan="4" style="text-align:left;vertical-align:top;" id="d28037e320">Voice Performance Objects: Voice Channel
                Interaction Detail Event AND Voice Channel Interaction Event</th>
            </tr>
            <tr class="">
              <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e326">Telephony Model</th>
              <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e329">Metric</th>
              <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e332">Detail</th>
              <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e335">Values</th>
            </tr>
          </thead>
          <tbody>
            <tr class="">
              <td data-label="Telephony Model" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e320 d28037e326 ">
                <p>Available in:</p>
                <ul>
                  <li>Salesforce Voice with Amazon Connect</li>

                  <li>Salesforce Voice with Partner Telephony</li>

                  <li>Salesforce Voice with Partner Telephony from Amazon Connect</li>

                </ul>
              </td>

              <td data-label="Metric" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e320 d28037e329 ">Agent Missed Call</td>

              <td data-label="Detail" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e320 d28037e332 ">Why Call Failed to Connect </td>

              <td data-label="Values" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e320 d28037e335 ">
                <ul>
                  <li>Call Missed – Agent missed the call.</li>

                  <li>Call Accepted But Missed – Agent accepted the call but missed it.</li>

                  <li>Call Rejected – Agent rejected the call.</li>

                  <li>Call Accepted But Failed – Agent accepted the call but the call failed.</li>

                </ul>
              </td>

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

### Troubleshooting Tips

- For Call Missed and Call Accepted But Missed values, agents might not answer calls or callback requests within 20 seconds. If agents answer calls within 20 seconds, check your virtual desktop infrastructure (VDI). If your VDI configuration looks fine, then contact Salesforce Customer Support for help. See Salesforce Help: Call Timing in [Salesforce Voice Limits and Limitations](https://help.salesforce.com/s/articleView?id=service.voice_limitations.htm&type=5&language=en_US) and [Set Up Voice Call Audio for Virtual Desktop Users](https://help.salesforce.com/s/articleView?id=service.voice_remote_media_setup.htm&type=5&language=en_US).
- For Call Missed and Call Rejected values from outbound call types, check the following from agents’ phone number:
    - The phone number being called is valid.
    - The phone number is being dialed in E.164 format or the format required by your telephony provider.
    - The country the phone number belongs to is an approved or allowlisted country by your telephony provider.
    - The country the phone number belongs to is an approved or allowlisted country by your telephony provider.
    - If the previous conditions are met, contact your telephony provider to ensure a connection was established.
- For Call Rejected values, ask agents why they rejected calls or train agents not to reject calls under certain circumstances.
- For Call Accepted But Failed values, check the frequency at which these occur.
    - If frequent, you may need to start with your telephony vendor and see if the vendor connection wasn’t established.
    - Whisper flow delays may have caused these values. Audio for whispers shouldn’t exceed two minutes. See AWS Documentation: [Flow block: Set whisper flow](https://docs.aws.amazon.com/connect/latest/adminguide/set-whisper-flow.html).
    - Check your contact flow logs for any relevant information.

## Rep Status Sync

Stores data about any rep status inconsistencies between Salesforce and telephony systems. For example, track Omni-Channel sync issues, which indicate reps’ availability.

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

Note This metric is stored only when **Presence Status Sync** is turned off in your contact center. See [Sync Presence Statuses Automatically](https://help.salesforce.com/s/articleView?id=service.voice_pt_setup_sync_agent_presence_statuses.htm&type=5&language=en_US) in Salesforce Help.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
          <colgroup>
            <col style="width:22.026431718061673%">
            <col style="width:22.026431718061673%">
            <col style="width:23.568281938325992%">
            <col style="width:32.378854625550666%">
          </colgroup>
          <thead class="slds-text-title_caps ">
            <tr class="">
              <th scope="colgroup" class="slds-cell-wrap" colspan="4" style="text-align:left;vertical-align:top;" id="d28037e497">Voice Performance Objects: Voice Channel Interaction
                Detail Event AND Voice Channel Interaction Event</th>
            </tr>
            <tr class="">
              <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e503">Telephony Model</th>
              <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e506">Metric</th>
              <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e509">Detail</th>
              <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e512">Values</th>
            </tr>
          </thead>
          <tbody>
            <tr class="">
              <td data-label="Telephony Model" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e497 d28037e503 ">
                <p>Available in:</p>
                <ul>
                  <li>Salesforce Voice with Amazon Connect</li>
                  <li>Salesforce Voice with Partner Telephony from Amazon Connect</li>
                </ul>
              </td>

              <td data-label="Metric" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e497 d28037e506 ">Call Disconnect Issue </td>

              <td data-label="Detail" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e497 d28037e509 ">Disconnect Reason </td>

              <td data-label="Values" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e497 d28037e512 ">
                <ul>
                  <li>Vendor status wasn’t routable and the mapped Omni status doesn’t match the actual Omni
                    status.</li>

                  <li>Vendor status was not routable but the rep was available.</li>

                  <li>Vendor status was routable but there wasn’t a voice channel. </li>

                  <li>Vendor status was offline but the user was busy. </li>

                  <li>Vendor status was offline but there’s a voice channel. </li>

                  <li>Vendor status included an error and the rep went from calling a customer to a
                    missed call. </li>

                </ul>
              </td>

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

### Troubleshooting Tips

For Vendor status was not routable and the mapped omni status is not the same as the actual omni status values, check that **Presence Status Sync** is turned off in your contact center. Turn on **Presence Status Sync** for Salesforce and your telephony system to resolve inconsistencies, and run the report again.

## Service Degradation

Stores data that indicates if a group of calls experienced service degradation during a period of Voice resiliency, which ensures that telephony service is operational. For example, track how many calls were impacted when the number of conversations is over the limit or when the background service is affected.

During a period of Voice resiliency, certain Salesforce Voice features and functionalities may be impacted. See Knowledge Article: [Voice Resiliency for Salesforce Voice](https://help.salesforce.com/s/articleView?id=000395549&type=1&language=en_US).

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
          <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:left;vertical-align:top;" id="d28037e621">Voice Performance Objects: Voice Channel Interaction
                Event</th>
            </tr>
            <tr class="">
              <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e627">Telephony Model</th>
              <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e630">Metric</th>
            </tr>
          </thead>
          <tbody>
            <tr class="">
              <td data-label="Telephony Model" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e621 d28037e627 ">
                <p>Available in:</p>
                <ul>
                  <li>Salesforce Voice with Amazon Connect</li>
                  <li>Salesforce Voice with Partner Telephony</li>
                  <li>Salesforce Voice with Partner Telephony from Amazon Connect</li>
                </ul>
              </td>

              <td data-label="Metric" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e621 d28037e630 ">There are no metric details for this specific metric, but this metric is tracked
                whenever there’s a service disruption. </td>

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

## Call Quality Degradation

Stores data about any Mean Opinion Score (MOS) code values below 3.5. MOS is a measure used in assessing the quality of experience for telecommunications. For example, track all calls that had a MOS score less than 3.5. Degraded call quality affects the quality of audio and effectiveness of the call due to increased latency or packet loss.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
          <colgroup>
            <col style="width:22.026431718061673%">
            <col style="width:22.026431718061673%">
            <col style="width:23.568281938325992%">
            <col style="width:32.378854625550666%">
          </colgroup>
          <thead class="slds-text-title_caps ">
            <tr class="">
              <th scope="colgroup" class="slds-cell-wrap" colspan="4" style="text-align:left;vertical-align:top;" id="d28037e695">Voice Performance Objects: Voice Channel Interaction
                Detail Event AND Voice Channel Interaction Event</th>
            </tr>
            <tr class="">
              <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e701">Telephony Model</th>
              <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e704">Metric</th>
              <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e707">Detail</th>
              <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e710">Values</th>
            </tr>
          </thead>
          <tbody>
            <tr class="">
              <td data-label="Telephony Model" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e695 d28037e701 ">
                <p>Available in:</p>
                <ul>
                  <li>Salesforce Voice with Amazon Connect</li>
                  <li>Salesforce Voice with Partner Telephony</li>
                  <li>Salesforce Voice with Partner Telephony from Amazon Connect</li>
                </ul>
              </td>

              <td data-label="Metric" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e695 d28037e704 ">Call Quality Degradation</td>

              <td data-label="Detail" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e695 d28037e707 ">Mean Opinion Score </td>

              <td data-label="Values" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e695 d28037e710 ">0 through 5 – 0 being the lowest perceived quality of the voice call and 5 being
                the highest. Any degradation from 3.5 through 0 is stored. </td>

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

### Troubleshooting Tips

- For 3.5 or below values, check with your telephony vendor for any connection issues.
- To act on this metric, a rep has to have a pattern, such as the last 20 calls were of degraded call quality.

## Calls Missing Transcripts

Stores data that indicates when a call is missing a transcript generated through Contact Lens for Amazon Connect, Amazon Transcribe, or a partner telephony transcription service.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
          <colgroup>
            <col style="width:22.026431718061673%">
            <col style="width:22.026431718061673%">
            <col style="width:23.568281938325992%">
            <col style="width:32.378854625550666%">
          </colgroup>
          <thead class="slds-text-title_caps ">
            <tr class="">
              <th scope="colgroup" class="slds-cell-wrap" colspan="4" style="text-align:left;vertical-align:top;" id="d28037e796">Voice Performance Objects: Voice Channel Interaction
                Detail Event AND Voice Channel Interaction Event</th>
            </tr>
            <tr class="">
              <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e802">Telephony Model</th>
              <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e805">Metric</th>
              <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e808">Detail</th>
              <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e811">Values</th>
            </tr>
          </thead>
          <tbody>
            <tr class="">
              <td data-label="Telephony Model" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e796 d28037e802 ">
                <p>Available in:</p>
                <ul>
                  <li>Salesforce Voice with Amazon Connect</li>
                  <li>Salesforce Voice with Partner Telephony</li>
                  <li>Salesforce Voice with Partner Telephony from Amazon Connect</li>
                </ul>
              </td>

              <td data-label="Metric" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e796 d28037e805 ">Transcript Not Found</td>

              <td data-label="Detail" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e796 d28037e808 ">Transcript Not Found Reason </td>

              <td data-label="Values" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e796 d28037e811 ">Transcript not found for voice call</td>

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

### Troubleshooting Tips

For voice calls transcribed with Contact Lens for Amazon Connect, backfill up to 100 missing transcripts at a time by using the contactDataSync Lambda function.

#### See Also

- [_Salesforce Voice with Telephony Providers Implementation Guide:_ ContactDataSync Lambda Function](https://developer.salesforce.com/docs/atlas.en-us.voice_developer_guide.meta/voice_developer_guide/voice_lambda_contactdatasyncfunction.htm)

## Voice Routing Error

Stores data that indicates when Omni-Channel fails to route voice calls. For example, track any instances where Omni-Channel flows failed and on which calls they failed.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
          <colgroup>
            <col style="width:22.026431718061673%">
            <col style="width:22.026431718061673%">
            <col style="width:23.568281938325992%">
            <col style="width:32.378854625550666%">
          </colgroup>
          <thead class="slds-text-title_caps ">
            <tr class="">
              <th scope="colgroup" class="slds-cell-wrap" colspan="4" style="text-align:left;vertical-align:top;" id="d28037e901">Voice Performance Objects: Voice Channel Interaction
                Detail Event AND Voice Channel Interaction Event</th>
            </tr>
            <tr class="">
              <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e907">Telephony Model</th>
              <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e910">Metric</th>
              <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e913">Detail</th>
              <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e916">Values</th>
            </tr>
          </thead>
          <tbody>
            <tr class="">
              <td data-label="Telephony Model" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e901 d28037e907 ">
                <p>Available in:</p>
                <ul>
                  <li>Salesforce Voice with Amazon Connect</li>
                  <li>Salesforce Voice with Partner Telephony</li>
                  <li>Salesforce Voice with Partner Telephony from Amazon Connect</li>
                </ul>
              </td>

              <td data-label="Metric" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e901 d28037e910 ">Voice Call Routing Error </td>

              <td data-label="Detail" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e901 d28037e913 ">Routing Failure </td>

              <td data-label="Values" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e901 d28037e916 ">Omni-Channel Error Routing Voice Call – Omni-Channel failed to route the voice
                call.</td>

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

### Troubleshooting Tips

For the VoiceRoutingExecutionFailed value, check that your Omni-Channel flow configuration is correct. See Salesforce Voice Implementation Guide: [Execute an Omni-Channel Flow](https://developer.salesforce.com/docs/atlas.en-us.244.0.voice_developer_guide.meta/voice_developer_guide/voice_rest_omniflow_execute.htm).

## Voice Call Data Sync Error

Stores metrics about post-call data sync errors. For example, track all calls where After the contact record sync fails.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
          <colgroup>
            <col style="width:22.026431718061673%">
            <col style="width:22.026431718061673%">
            <col style="width:23.568281938325992%">
            <col style="width:32.378854625550666%">
          </colgroup>
          <thead class="slds-text-title_caps ">
            <tr class="">
              <th scope="colgroup" class="slds-cell-wrap" colspan="4" style="text-align:left;vertical-align:top;" id="d28037e1000">Voice Performance Objects: Voice Channel Interaction
                Detail Event AND Voice Channel Interaction Event</th>
            </tr>
            <tr class="">
              <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e1006">Telephony Model</th>
              <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e1009">Metric</th>
              <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e1012">Detail</th>
              <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e1015">Values</th>
            </tr>
          </thead>
          <tbody>
            <tr class="">
              <td data-label="Telephony Model" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e1000 d28037e1006 ">
                <p>Available in:</p>
                <ul>
                  <li>Salesforce Voice with Amazon Connect</li>
                  <li>Salesforce Voice with Partner Telephony</li>
                  <li>Salesforce Voice with Partner Telephony from Amazon Connect</li>
                </ul>
              </td>

              <td data-label="Metric" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e1000 d28037e1009 ">Voice Call Data Sync Error</td>

              <td data-label="Detail" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e1000 d28037e1012 ">Data Sync Failure</td>

              <td data-label="Values" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e1000 d28037e1015 ">
                <ul>
                  <li>Update Voice Call Failed – Did not update voice call because of restricted
                    picklist value.</li>

                  <li>Create Voice Call Recording Failed – Call recording wasn’t created due to a
                    missing recording link in the data transmission.</li>

                  <li>Upload Voice Call Recording Failed – Connection Error.</li>

                </ul>
              </td>

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

### Troubleshooting Tips

- The values for this metric direct you to check customization issues in your org. For example, the Update Voice Call Failed value directs you to check the picklist values configured on custom attributes on VoiceCall.
- If you use Einstein Conversation Insights, and experience upload errors with call recordings, check that the feature is set up correctly. See Salesforce Help: [Connect Voice Recording Providers](https://help.salesforce.com/s/articleView?id=sales.call_coaching_setup_recording_providers.htm&type=5&language=en_US).
- If you experience general issues with call recordings, See Salesforce Help: [Listen to and Collaborate on Voice Call Recordings](https://help.salesforce.com/s/articleView?id=service.voice_agents_listen_call_recordings.htm&type=5&language=en_US).
- If you can’t resolve setup or configuration issues by fixing your customization issues, then contact Salesforce Customer Support for help.

## Voice Call Field Value Error

Stores metrics about missing fields or field values being passed to your Amazon Connect flow or partner telephony system. For example, track calls where a field and value are set as a contact attribute in an Amazon Connect flow, but the field doesn’t exist in the Salesforce VoiceCall object or there was an issue assigning it a value.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
          <colgroup>
            <col style="width:22.026431718061673%">
            <col style="width:22.026431718061673%">
            <col style="width:23.568281938325992%">
            <col style="width:32.378854625550666%">
          </colgroup>
          <thead class="slds-text-title_caps ">
            <tr class="">
              <th scope="colgroup" class="slds-cell-wrap" colspan="4" style="text-align:left;vertical-align:top;" id="d28037e1128">Voice Performance Objects: Voice Channel Interaction
                Detail Event AND Voice Channel Interaction Event</th>
            </tr>
            <tr class="">
              <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e1134">Telephony Model</th>
              <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e1137">Metric</th>
              <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e1140">Detail</th>
              <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e1143">Values</th>
            </tr>
          </thead>
          <tbody>
            <tr class="">
              <td data-label="Telephony Model" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e1128 d28037e1134 ">
                <p>Available in:</p>
                <ul>
                  <li>Salesforce Voice with Amazon Connect</li>
                  <li>Salesforce Voice with Partner Telephony</li>
                  <li>Salesforce Voice with Partner Telephony from Amazon Connect</li>
                </ul>
              </td>

              <td data-label="Metric" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e1128 d28037e1137 ">Voice Call Field Value Error</td>

              <td data-label="Detail" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e1128 d28037e1140 ">Voice Call Field Value Error Reason </td>

              <td data-label="Values" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e1128 d28037e1143 ">
                <ul>
                  <li>The specified field {field-name} doesn’t exist.</li>

                  <li>You can’t set a value for field Description. You can set values for fields RecordTypeId,
                    CallOrigin, SourceType, ToPhoneNumber only.</li>

                </ul>
              </td>

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

### Troubleshooting Tips

Check customization issues in your org based on the values for this metric. For example, note the field values for a VoiceCall object.

#### See Also

- [_Object Reference for the Salesforce Platform:_ VoiceCall](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_voicecall.htm)
- [_Salesforce Field Reference Guide:_ VoiceCall](https://developer.salesforce.com/docs/atlas.en-us.sfFieldRef.meta/sfFieldRef/salesforce_field_reference_VoiceCall.htm)

## Voice Call Time to Assign

Stores data about inbound, transfer, and callback voice calls that take longer than 1.5 seconds to assign to a rep. For example, track any calls that take more than 1.5 seconds to assign to see if there are delays in routing calls to reps, and to troubleshoot the source of the delays.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
          <colgroup>
            <col style="width:22.026431718061673%">
            <col style="width:22.026431718061673%">
            <col style="width:23.568281938325992%">
            <col style="width:32.378854625550666%">
          </colgroup>
          <thead class="slds-text-title_caps ">
            <tr class="">
              <th scope="colgroup" class="slds-cell-wrap" colspan="4" style="text-align:left;vertical-align:top;" id="d28037e1248">Voice Performance Objects: Voice Channel Interaction
                Detail Event AND Voice Channel Interaction Event</th>
            </tr>
            <tr class="">
              <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e1254">Telephony Model</th>
              <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e1257">Metric</th>
              <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e1260">Detail</th>
              <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e1263">Values</th>
            </tr>
          </thead>
          <tbody>
            <tr class="">
              <td data-label="Telephony Model" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e1248 d28037e1254 ">
                <p>Available in:</p>
                <ul>
                  <li>Salesforce Voice with Amazon Connect</li>
                  <li>Salesforce Voice with Partner Telephony</li>
                  <li>Salesforce Voice with Partner Telephony from Amazon Connect</li>
                </ul>
              </td>

              <td data-label="Metric" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e1248 d28037e1257 ">Voice Call Time-to-Assign</td>

              <td data-label="Detail" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e1248 d28037e1260 ">Time to Assign in Seconds</td>

              <td data-label="Values" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e1248 d28037e1263 ">1.6 or more value in seconds.</td>

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

### Troubleshooting Tips

- If the value is more than 1.6 seconds, check your configuration with your telephony vendor. There are five steps from which any one step could indicate the cause of a delay:
    - The call is placed by an end user
    - The call is detected by the telephony vendor and the VoiceCall Telephony API is invoked to create a VoiceCall
    - It’s possible that the omniFlow Routing API is also invoked to fetch routing instructions from Salesforce by running an Omni flow
    - The call is placed in a queue so it can route to the next available rep
    - The call is routed to a rep
- If calls are missed when accepted, then contact Salesforce Customer Support for help.

## Vendor Login Failure

Stores data about failed login attempts. For example, track instances of SSO issues.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
          <colgroup>
            <col style="width:22.026431718061673%">
            <col style="width:22.026431718061673%">
            <col style="width:23.568281938325992%">
            <col style="width:32.378854625550666%">
          </colgroup>
          <thead class="slds-text-title_caps ">
            <tr class="">
              <th scope="colgroup" class="slds-cell-wrap" colspan="4" style="text-align:left;vertical-align:top;" id="d28037e1361">Voice Performance Objects: Voice Channel
                Interaction Detail Event AND Voice Channel Interaction Event</th>
            </tr>
            <tr class="">
              <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e1367">Telephony Model</th>
              <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e1370">Metric</th>
              <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e1373">Detail</th>
              <th scope="col" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" id="d28037e1376">Values</th>
            </tr>
          </thead>
          <tbody>
            <tr class="">
              <td data-label="Telephony Model" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e1361 d28037e1367 ">
                <p>Available in:</p>
                <ul>
                  <li>Salesforce Voice with Amazon Connect</li>

                  <li>Salesforce Voice with Partner Telephony</li>

                  <li>Salesforce Voice with Partner Telephony from Amazon Connect</li>

                </ul>
              </td>

              <td data-label="Metric" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e1361 d28037e1370 ">Vendor Login Failure Issue</td>

              <td data-label="Detail" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e1361 d28037e1373 ">Vendor Login Failure Reason</td>

              <td data-label="Values" class="slds-cell-wrap" style="text-align:left;vertical-align:top;" headers="d28037e1361 d28037e1376 ">
                <ul>
                  <li>SSO failed and iframeRetriesExhauted – SSO Error.</li>

                </ul>
              </td>

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

### Troubleshooting Tips

- Vendor Login Failures Reasons are supplied by your telecom provider. If you see unexpected values, reach out to your telephony vendor.

- If you encoutner persistent or reoccuring errors, run the Connection Status utility to help with additional troubleshooting. For more information, see [Let Reps Test Their Workstations with Connection Status Utility](https://help.salesforce.com/s/articleView?id=service.voice_pt_setup_status_utility.htm&release=264.0.0&type=5 "To help reps check whether their workspace is ready for Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), add the Connection Status utility to console apps or Voice extensions. Add the optional Provider Status section so reps can monitor their telephony or CCaaS provider status and manually sync it for rare status mismatch issues.").