Call Activity Reporting

Overview

CallCore TX ships a Call Activity Log object that provides a flat, one-row-per-segment view of all call data. Unlike the core call objects (which are protected and not directly reportable), Call Activity Log is designed specifically for Salesforce reports and dashboards.

Each row represents one call segment and contains the fields most useful for reporting: who handled the call, when it happened, how long it lasted, whether it was answered, which direction it was, and which workspace it came from.

To access this data, users need the CallCore TX - Call Activity Reporting permission set. See Assigning Permission Sets if you haven't done that yet.

Note: Call Activity Log reports on call events — not on who the call was with. Calls are not linked to CRM records such as Contacts or Accounts. For a full explanation of why, see How Calls Are Matched to CRM Records.

Creating a report

1. From the App Launcher (the nine-dot grid in the top left), open Reports.
2. Click New Report.
3. In the report type picker, search for Call Activity Log and select it.
4. Click Start Report.

You're now in Report Builder with access to all Call Activity Log fields. Use the Outline panel on the left to add groupings, and the Filters panel to narrow by date range, user, direction, or any other field.

Click Save & Run when you're ready to see results.

Example: call volume by user

This report shows how many calls each user handled in a given period, with total talk time.

1. Create a new Call Activity Log report and set the format to Summary.
2. In the Outline panel, group rows by User.
3. Add Record Count and a sum of Talking (seconds).
4. In Filters, set Started At to the date range you want — for example, current month.
5. Save and run.

The result is one row per user showing call count and total talk time. Add a column chart to use it as a dashboard tile.

Example: answered vs missed calls

This report shows what proportion of calls were answered versus missed.

1. Create a new Call Activity Log report and set the format to Summary.
2. Group rows by Answered.
3. Optionally add a second grouping by Direction to split inbound and outbound within each group.
4. Add Record Count as a summary field.
5. Filter Started At to your chosen date range.
6. Save and run.

You'll get a breakdown of answered vs missed segments that works well as a doughnut or bar chart on a dashboard.

Example: calls by workspace

If your organisation runs multiple companies or phone lines through CallCore, each with its own subdomain (for example acme or globex), you can split reporting by workspace.

1. Create a Summary report on Call Activity Log.
2. Group by Subdomain first, then by User as a second grouping.
3. Add Record Count and a sum of Talking (seconds).
4. Save and run.

This gives you a per-company breakdown of call activity — useful if you need to report on each business separately within a shared Salesforce org.

Available fields