Overview

Playbooks users can create reports in Salesforce with data generated by completing tasks in Playbooks. This information will provide insights about the current email/call strategies when analyzed by sales managers, operations teams, sales leaders, or whoever makes data-driven decisions in the organization.

Actions completed directly in Playbooks (a phone call, email, or other activity) are automatically logged to the related Salesforce record as long as the correct fields have been established. Then, reports can be built in Salesforce using the updated records.

When configuring Salesforce reports, it is possible to apply formulas to the report columns instead of showing the data in the record exactly as it was acquired from Playbooks.

Topics

Unexpected Values in Report

Sometimes when generating a report in Salesforce, the information displayed is not as expected.

Your CRM must have the proper fields established in order for the data to sync properly. There are 66 possible Playbooks fields that can be added to Salesforce. These fields have been broken into 3 unmanaged packages and a group of custom fields.

Playbooks Essentials: This is the most basic package. It should only be installed if your Salesforce environment does not have adequate space for additional custom fields.
Playbooks Essentials + Email Reporting:
This is the same Playbooks Essential package but with additional email fields.
Playbooks Essentials + Email and Inbound Reporting:
This has the same fields as the other two packages but with additional inbound call fields.
Optional Fields
This is not included in an unmanaged package. The fields must be added one at a time by a Salesforce administrator. Contains additional fields for Priority Score, calls, and Play reporting fields.

Essentials Fields

Lead, Contact, Account, and Opportunity Records
Playbooks Play Name	Stores the name of the Play a record is currently enrolled in.
Playbooks Step Number	Indicates the Step of the Play yet to be completed. Records that have never been enrolled in Playbooks have a blank Play Step. When first enrolled in a Play, the fields will display “1”. Once the first Play task is complete, if will advance to “2”. When a record has been removed from Playbooks or from a Play, the Play Step becomes 0.
Playbooks Play Status	The status of the record as it relates to Playbooks: Not Started – The status when enrolled into a Play but no Play Steps have been completed. In-Flight – The status after the initial Play Step is completed. Paused – The record has been paused in a Play. Scheduled Call – A scheduled call is set on this record. Success – The Play as been marked successful and the record is still enrolled in the Play. Failure – All Play Steps have been completed without the Play being marked successful. Un-enrolled – The record has been removed from the Play.
Playbooks Next Step Due Date	The next date that this record will have a Playbooks task due. Once all Play Steps are completed or the Play is marked as Successful this field will be updated to blank.
Playbooks Play Info Updated	The last Date/Time that the Play information fields on this record were updated.
Playbooks Contact Priority Score	The likelihood that this record will convert or buy, based on AI scoring models. The score is between 1-100. The record is scored when first created, then frequency is based on customer settings (hourly, daily, weekly).
Playbooks Priority Score Last Updated	The date when Priority Scores were last changed.
Activity Records
Playbooks Play Name	The name of the Play that prescribed this activity. Ad hoc activities will be blank.
Playbooks Step Number	The Play Step in the Play that this activity represents. Ad hoc activities will indicate ‘0’.
Playbooks Sub-Step	The step number and the additional attempt number. Example: a phone call step is presented for step 1 and contact has 3 known phone numbers. All three phone numbers are attempted as part of the phone call step. They will be listed as part of the Play Step and Sub-Step fields: Phone call one – Step number will be 1, Sub-Step will be blank. Phone call two – Step Number will be blank, Sub-Step will be 1.1. Phone call three – Step Number will be blank, Sub-Step will be 1.2.
Playbooks Step Type	The type of Playbooks activity completed: Email –Will populate for email Play Steps as well as ad hoc emails sent from Playbooks. Will not populate for emails sent from Track & Sync plugin. Phone – Will populate for a phone call step or an ad hoc phone call. LinkedIn Connection – Indicates the rep has initiated a connection request through Linkedin. LinkedIn Message – Indicates the rep has sent an Inmail message through Linkedin. SMS – An SMS message sent from Playbooks. Call – Indicates either a skipped outbound phone task. Other – Will populate for “Other” Play Steps.
Playbooks Step Success	If checked, this is the step in which the play was marked “successful”.
Playbooks Call Date	The date and time this call was placed through Playbooks. NOTE: The time is based on the prospects time for outbound calls and the user’s time for inbound calls.
Playbooks Call Hour	The hour of the day when the call occurred. Outbound Play Step Calls – Displays the client’s local time based on area code. Inbound Calls – Displays the Rep or Company’s time zone.
Playbooks Call Recording	The link to the call recording for this call. Clicking link will open a Chrome browser tab with playback controls.
Playbooks Step Email Template Name	The Playbooks email template that was used in this email.

Email Reporting Fields

Activity Records
Playbooks Email Open Count	The cumulative total of email opens from this Playbooks email.
Playbooks Email Bounced	If checked, the email sent through Playbooks bounced.
Playbooks Email Link Click Count	The cumulative total of link clicks from this Playbooks email.
Playbooks Email Link Clicked Data	The links clicked from this Playbooks email, with the number of clicks on each.
Playbooks Email Reply Count	The cumulative total of email replies from this Playbooks email.

Inbound Reporting

Activity Records
Playbooks Call Path	The last Call Path that an inbound call was routed through.
Playbooks Rep Queue Name	The Rep Queue in which an inbound call was answered.
Playbooks Ring Time	The number of seconds between the call being initiated and a connected with either a live person or voicemail. NOTE: This field will be populated for both inbound and outbound calls; however, this becomes a more important metric to watch for INBOUND calls as it can affect the abandonment rate. Therefore, it’s not included in the “Essentials” unmanaged package. It can be added individually by Salesforce Administrators who would like to provide reporting on outbound dial ring time.
Playbooks Wait Time (seconds)	The number of seconds from when an inbound call either enters the XANT telephony system (from PSTN) to when it is answered by a live agent or until it fails-over to an outside phone number. Depending on how inbound call paths are setup, it will include all the following: Call path recorded messages (including menu messages) Additional call path settings and features like “Day of Week” and time navigating menus Time in Rep Queue waiting for live agent

Optional Fields

Lead, Contact, Account, and Opportunity Records
Playbooks Contact Priority Score Grade	Priority Scores defined by something other than a numerical Priority Score, based on a customer’s individual use case. Example: A, B, C, D or High, Medium, Low. Field is populated when record is first created, then frequency of updates depends upon customer settings (hourly, daily, weekly). Available only for Accelerate customers with custom scoring models.
Activity Records
Playbooks Activity ID	A unique identifier for the activity. Only needed for troubleshooting.
Playbooks Call Identifier	A unique identifier for phone call activities. Used for complex troubleshooting.
Playbooks Step ID	A unique ID that correlates to a specific Play Step.
Playbooks Call Origin	(COMING SOON) The method used to initiate a Playbooks call including: Click-to-Call Place a Call Ad-hoc Call In Play Call
Playbooks Email Direction	For CRM Email sync (Gmail or 0365 plugin), indicates if the email was inbound or outbound.
Playbooks Number Dialed	The number called on an outbound call, or the inbound number dialed on an inbound call.
Playbooks Play Completed	(COMING SOON) If checked, this Activity indicates the last step in the Play.
Playbooks Task Overdue	(COMING SOON) If the Playbooks task was completed later than its original due date, the number of days past due.
Playbooks Email Link Clicked	If checked, any link in that email was clicked.
Playbooks Email Opened	If checked, the email was opened.
Playbooks Email Replied	If checked, the email was replied to.
Case Records
Playbooks Play Name	Stores the name of the Play a record is currently enrolled in.
Playbooks Step Number	Indicates the Step of the Play yet to be completed.
Playbooks Play Status	The status of the record as it relates to Playbooks: Not Started In-Flight Paused Scheduled Call Success Failure Un-enrolled
Playbooks Next Step Due Date	The next date that this record will have a Playbooks task due.
Playbooks Next Step Task Type	What type of tasks is the next Playbooks task for this record.
Playbooks Play Info Updated	The last Date/Time that the Play information fields on this record were updated.

Once the unmanaged package has been installed, the included fields can be used when generating reports in Salesforce. Additionally, the unmanaged package includes reports sorted into different folders by report type.

Even though the report is generated from Salesforce, the information in the records is updated by any action completed in Playbooks. If no information is displayed for a certain record, it is possible the information was not provided or set in Playbooks when the action was completed. For example, if the time zone of a prospect cannot be acquired automatically, the time the call took place cannot be included in the record.
Another reason why some values do not appear as expected in a report is that the column in the report is using a row-level formula that only displays a value if certain conditions are met. For example, the Contact Rate by Hour of the Day report included in the unmanaged package should have a configured formula into the Contacted column. This formula sets the "Contacted" column to true only for calls dispositioned as "Contact" or "Correct Contact". Accordingly, other call outcomes would set this flag as false.

You can add custom fields (that are not available in Salesforce by default) to your reports; for more information refer to the Concept Article - Custom Fields in Salesforce and Data Synchronization.

Salesforce Reports Overview