On Demand Reports: Prev/Next Dimensions

Required Permissions Level: Create On-Demand Reports 

 

In the Users (Call Party Report) section and Hunt Groups section of On-Demand Reports, when you select "Edit Mode" you will have the option to add Prev Party Name/Extension/Type and Next Name/Extension/Type/Reason as an available dimension as shown here:

OnDemandNew1.png

As shown in the example screenshot below they are all available dimensions that can be added to the Rows or Columns within your report:

ODR_2_.png

 

You may be wondering, "what are some reasons why I'd need to use Prev Party or Next Party?" Well, we're glad you asked... here are a few of the most common examples we encounter in our support to our customers that highlight how useful this can be:

 

Example 1: A report on Call Re-queue: A Re-Queue would be a use case where you wish to see WG to Agent to WG

CPA_Detail_Example.png

 

Step 1: Select:

  • On Demand Reports
  • Select Standard Reports
  • Select New Detail Report from the bottom of the side menu and then click Call Party Report

Step 2: Click on the cylinder next to:

  • Party Type
  • Prev Party Type
  • Next Party Type
  • Call Date/Time

Once you have clicked the cylinders next to the dimensions the options to filter will appear on the top

Step 3: Set up the report filters as shown with:

  • Next Party Type and Previous Party Type being Workgroup
  • Party Type being WorkgroupAgent
  • Define your Call Date/Time parameters
  • Set up your Group By with Next Party Name and Columns as shown with Call Date/Time, Prev Party Name and Party Name 
  • Click Preview Report

 

Example 2: Receptionist, Call Activity Summary Report modification where you want to understand:
a) How many of Hunt Group Calls is the Receptionist Answering:
b) Where are the highest destinations of her transfers:

 

 HC_Article_New.png

 

Step 1: Select

  • On Demand Reports
  • Select Standard Reports
  • Select Hunt Group Call Disposition standard template from the side menu and then click "Edit Mode"

Step 2: Click on the cylinder next to:

  • Party Name
  • Next Party Reason

Step 3: Once you have clicked the cylinders next to the dimensions the options to filter will appear on the top, set up the report as shown with

  • Party Name being your receptionist
  • Next Party Reason being Transfer
  • Specify your Call Date/Time

Step 4: Set up your Rows as shown with Party Name, Next Party Reason and Next Party Name.  Ensure Values are set up as shown in the example.

Step 5: Click Preview Report

 

Example 3: Build a report to show how many times at an employee’s extension, where the caller went to voicemail, if 0 was pressed transfers back to the main customer service line

 

ODR_4_.png

Step 1: Select

  • On Demand Reports
  • Select Standard Reports
  • Select User Activity Detail Report standard template from the side menu and then click "Edit Mode"

Step 2: Click on the cylinder next to:

  • Party Type
  • Prev Party Type
  • Call Date/Time  

Step 3: Once you have clicked the cylinders next to the dimensions the options to filter will appear on the top, set up the report as shown with

  • Party Type being Workgroup
  • Prev Party Name being Voicemail
  • Specify your Call Date/Time

Step 4: Set up your Columns as shown with Call Date/Time, CallerID, Dialed Number, Call Type, Prev Party Name, Party Name, Extension, Next Party Name, Next Party Extension

Step 5: Click Preview Report

 

Example 4: Tracking Conference Calls By Extension/Party Name

10153.png

 

Step 1: Select:

  • On Demand Reports
  • Select Standard Reports
  • Select User Activity Detail Report and then click "Edit Mode"

Step 2: Select your Date Range

Step 3: Click the cylinder next to Extension and the filter will appear on the top and you can select One or Multiple and input the extension(s) you wish to report on. Then if you wish for the extension to appear in the report drag and drop the dimension into the "Group By" as shown

Step 4: Click the cylinder next to Next Party Reason and the filter will appear on the top and you can select One or Multiple and input the Next Party Reason of Conference. Then if you wish for the Next Party Reason to appear in the report drag and drop the dimension into the "Group By" as shown.  

Step 5: Click Preview Report

 

There are many other reasons you may want to use the Prev and Next dimensions to fit your needs as well. Please let us know if we can be of additional assistance while building out your reports by contacting us at support@brightmetrics.com.

 

 

 

 

 

 

 

 

 

 

 

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