As demonstrated in the screenshot below, this report creates a "plot" assignment of call results to help you identify two things. First, do specific call results correlate to longer call durations (and by association, engagement with prospects), and second, what are the aggregate percentages of each result?

  1. Create a new Activities >> Tasks and Events type report in Salesforce.
  2. Set the following standard filters:
    • Show: "All Activities," "Completed Activites," "Tasks"
    • Date Field: "Date"
    • Date Range: "Last 7 Days"
  3. Add the following custom field filters:
    • Call Result not equal to "" (blank)
    • ImpressionId not equal to "" (blank)
  4. In the Preview heading, change the report format from "Tabular" to "Matrix."
  5. Click the Remove All Columns link to remove superfluous detail fields. Remember we'll need to add back in a "dummy" detail field later.
  6. From the Fields area, drag in the Assigned field into the row grouping area.
  7. Then drag the Call Result field into the column grouping area.
  8. We're going to need two formulas; the first to calculate the call result percentages, the second to calculate the average call duration. Set percentage formula by clicking Add Formula, then editing the following settings:
    • Column Name: Percent
    • Description: As desired
    • Format: "Percent"
    • Where will this formula be displayed? "At a specific row / column grouping level"
    • Row Grouping "A": "Assigned"
    • Column Grouping "B": "Call Result"
    • Set the formula to read as follows:


    • Start by adding RowCount/ to the formula box.
    • Then in the Functions area, select "PARENTGROUPVAL."
    • For the Select parent grouping level heading, set the top dropdown to "Assigned," and the bottom dropdown to "Column Grand Summary."
    • Click the < Insert button to add the function to the right of the RowCount/ text.
    • Change the summary_field text to read RowCount.
    • When finished, the formula should appear as shown.
  9. Next let's create the average call duration formula. Click Add Formula and update:
    • Column Name: AVG Call Duration
    • Description: As needed
    • Format: "Number"
    • Where will this formula be displayed? "At all summary levels"
    • In the formula itself, add a summary field from Summary Fields dropdown list. Select Call Duration >> Sum. This will insert the field variable into the formula.
    • Then, to visually represent call durations in minutes, rather than seconds, we want to divide the duration sum by 60. When finished, the formula should read:


    • The formula is ready! Click OK.
  10. Before we can drag our formulas into the column grouping area, we need to add a "dummy" details field back into the matrix. In the Preview heading area, click the Show dropdown and checkmark the "Details" selection.
  11. Find a random field and drag it into the "Details" area on the far right of the matrix. For this report we've selected the "Date" field. After that, you can uncheck the "Details" box in the Show dropdown.
  12. Now we can drag both of our formula fields into the column grouping area.
  13. The final step is to set up the chart. Click Add Chart and edit the following settings:
    • Select Type: Set to scatter chart (the far right icon)
    • Plot By: "Assigned"
    • X-Axis: "Percent"
    • Y-Axis: "Average Call Duration"
    • Group By: "Call Result"
    • Click OK to finish.
  14. The report is ready! Click Save, give it a name and assign it to a folder.

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