Unable to add User(s) to Report or Dashboard

Required Permissions Level: Report & Dashboard Creator

Sometimes you will have a new user added to your phone system and when you go into Brightmetrics to add them to the report or dashboard, you are unable to find them in the Agent Name or Party Name filter.  

 

The most common reasons the user won't be listed in the filter are (one or more of these could apply):

  • You're looking at the agent activity data, workgroup data, or contact center data, and the user is not a member of a workgroup or contact center group. 
    • Solution on reports:  Pull the User Activity Detail or User Activity Summary report.  It contains all call data for all users. 
    • Solution on dashboards: Create the chart using the Call Party Activity data. It contains all call data for all users.
  • The user doesn't have call data logged to the database yet.  In order for the user to populate in the Party Name filter, there must be some data to relay.
    • Solution: Have the user make or take a test call to begin logging data for them. Once the call is complete, they should show in a detail report within 15 minutes, or in a summary report or dashboard within an hour. 
  • You're looking at the agent activity data, workgroup data, or contact center data, and the user did not make or receive calls while logged into any group.
    • Solution on reports: If they have call activity while not logged into a group, you can pull all of the user's call activity using the User Activity Detail or User Activity Summary report.  Both of those reports will include all calls for the user regardless of if they were logged into a group or not. 
    • Solution on dashboards: Create the chart using the Call Party Activity data. It contains all call data for all users. 

 

To register for a live Dashboard or Reports training session and get more familiar with creating dashboards, charts or reports, please visit our Training page to select the training module you're interested in. 

Questions or feedback? Please reach out to our Support team at support@brightmetrics.com.

 

 

 

 

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