How To Access the Cradle to Grave(C2G) from Core & ECC Reports and Dashboards

 

Required Permissions Level: View Company Data

 

Whether you are viewing your data in an On-Demand Report or on a Dashboard chart, you can easily access a Cradle to Grave (C2G) report and see the call data from beginning to end.  By clicking on a leg of the call within the Cradle to Grave, you can also see additional details regarding that portion of the call.

 

Brightmetrics Core Module:

On-Demand Reports: Cradle to Grave

Anytime you pull an on-demand summary report, you can click into the results to turn out a detail report; from that detail report, you can click on any call to bring up the cradle to grave report. See example and itemized steps listed below.

 

(Workgroup Queue Summary Report)

  • Step 1: Select On-Demand Reports
  • Step 2: Select Standard Reports
  • Step 3: Select Workgroup Queue Summary
  • Step 4: Select the group you wish to report on
  • Step 5: Specify your data range
  • Step 6: Click Preview Report
  • Step 7: Click on the Workgroup Name in the results of the detail report; from the detail report, you can click on any of the calls for the Cradle to Grave report. (as shown in screenshot below)

 

To see the details for any block in the Cradle to Grave, simply click on the block of time, and the details will be listed as shown below:

  

 


Similarly, If you are pulling a detail report to start with, by clicking on the report results, it will bring up the cradle to grave report. See example and steps listed below.

 

  • Step 1: Select On-Demand Reports
  • Step 2: Select Standard Reports
  • Step 3: Select Call Detail Reports
  • Step 4: Specify your Date Range and click Preview Report
  • Step 5: Click on any of the calls to bring up the Cradle to Grave Report (as shown in screenshot below)

 

 

ECC Module:

You can access the cradle to grave reports from summary and detail reports inside of ECC as well. See example and steps listed below.

 

(Agent Data Summary Report: RA1.2 Agent Performance by Date)

 

  • Step 1: Select On Demand Reports and specify ECC
  • Step 2: Select Standard Reports
  • Step 3: Select the Agent or Group report you wish to report on
  • Step 4: Specify your date range 
  • Step 5: Specify your agent or group depending on the report template you chose
  • Step 6: Click Preview Report
  • Step 7: Click on the Date in the results for the detail report; from the detail report, you can click on any of the calls for the Cradle to Grave report. (shown in screenshot below)
 

*Note:  At the bottom of the ECC Cradle to Grave, it says (click to show next detail).  By clicking on this link, you'll open the Core Cradle to Grave to see anything that happened outside of ECC on the call as well. 

 

Dashboards: Cradle to Grave

Whether you are viewing an ECC chart or a Core chart on your Dashboard, you can access the cradle to grave data by clicking on the magnifying glass in the top-right corner. See example and steps listed below.

 

(Dashboard: Call Count by Exit Reason)

 

  • Step 1: From your Dashboard, click on the magnifying glass in the top-right corner of the chart; this will pull up the Dashboard Chart Summary page
  • Step 2: On the summary page, click on the + icon to the left of any of the Dimensions displayed to bring up the Detail report
  • Step 3: In the Detail report, you can click on any of the calls to pull up the Cradle to Grave report

 

Click to watch a Related Tutorial Video: Cradle to Grave (Opens in new window)

 

If you have any questions regarding Brightmetrics' ShoreTel Reporting and Data Analytics Services, please email us at support@brightmetrics.com

 

 

 

 

 

 

 

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