Migrate Reporting

Unlike Open CTI, VoiceCall is the primary reporting object for Salesforce Voice.

Custom Metric	Salesforce Voice 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 Salesforce 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.