How to Search By Conversation ID

Brightmetrics makes searching for a specific call by Conversation ID easy; if you ever have a need for this, here's how:

Using Session Data:

1. In the Sidebar Menu, Click on the Reports Icon
2. Select the plus button on the top right or the bottom under "Create New Report" and choose Queues and then Detail
  
Sessions.png
  
3. Click on the Fields button (this may automatically open) to show all of the Dimensions and Values that we can filter on:
  
CID.png
 
4. Click on the 3 dots icon located next to the Conversation ID Dimension, and choose Add Filter
5. Click on the Conversation ID filter on your report filters area. Choose Matches, enter the Conversation ID into the text field, click the green checkbox and choose Run Report.
 
CID2.png
  

Using Agent Activity Data: 

 

1. In the Sidebar Menu, Click on the Reports Icon
2. Select the plus button on the top right or the bottom under "Create New Report". Choose Agent Activity and then Detail (you can also access the Agent Activity-Detail report from the standard reports as well.)
  PCAA.png
3. Click on the Fields button (this may automatically open) to show all of the Dimensions and Values that we can filter on:
 
PCAA3.png
 
 
4. Click on the 3 dots icon located next to the Conversation ID Dimension, and choose Add Filter
5. Click on the Conversation ID filter on your report filters area. Choose Matches, enter the Conversation ID into the text field, click the green checkbox and choose Run Report.
 
PCAA2.png
 

Using Queues Data:

 

1. In the Sidebar Menu, Click on the Reports Icon
2. Select the plus button on the top right or the bottom under "Create New Report". Choose Queues and then Detail:
 
 PCQ.png
 
 
3. Click on the Fields button (this may automatically open) to show all of the Dimensions and Values that we can filter on:
 
PCQ2.png
 
 
4. Click on the 3 dots icon located next to the Conversation ID Dimension, and choose Add Filter
5. Click on the Conversation ID filter on your report filters area. Choose Matches, enter the Conversation ID into the text field, click the green checkbox and choose Run Report.
 
PCQ3.png
 
Note: you CAN also drill into any summary level report or dashboard for the detail report which will give you the Cradle-to-Grave (C2G) complete with Conversation ID on the bottom (see example screenshots below)
 
 
(Example: Agent Activity Summary Report>Details> Cradle to Grave > Conversation ID)
  
PCDetail.png
  
(Example: Dashboard Chart Magnifying Glass>Details> Cradle to Grave > Call Conversation ID)
  
PCQNew.png
  
Questions or feedback? Please email us at support@brightmetrics.com
Was this article helpful?
0 out of 0 found this helpful
Have more questions? Submit a request

Comments

0 comments

Please sign in to leave a comment.