Unlike Open CTI, VoiceCall is the primary reporting object for Salesforce Voice with Partner Telephony.
| Custom Metric | Salesforce Voice with Partner Telephony Equivalent |
|---|---|
| Call duration | VoiceCall.CallDurationInSeconds |
| Queue wait time | VoiceCall.CallWaitTime |
| Transfer count | VoiceCallParticipant child records |
| Recording URL | VoiceCallRecording.MediaDocumentId |
| Rep who answered | VoiceCall.OwnerId |
| Disposition | VoiceCall.CallDisposition |
| Custom fields | VoiceCall.AdditionalFields (JSON) or custom UDD fields |
For Salesforce Voice (Native Telephony), configure prebuilt reports and dashboards. The Voice CRM Analytics app also provides out-of-the-box dashboards for other Voice telephony models. See Track Contact Center KPIs with the CRM Analytics App to learn more.