How To Access the Cradle to Grave from Reports and Dashboards

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

Reports: Cradle to Grave

Any time you pull a summary report, you can click into the results to turn out a detail report.  From that detail report, you can click on any Interaction to bring up the cradle to grave report. See the example and itemized steps listed below.

  • Step 1: Select Reports
  • Step 2: Select Standard Reports
  • Step 3: Select one of the summary reports (these are labeled as such)
  • Step 4: Select the queue/agents you wish to report on
  • Step 5: Specify your data range
  • Step 6: Click Preview Report
  • Step 7: Click on the plus button next to the name of the group/agent/party in the results of the summary level report to drill into the detail report; from the detail report, you can click on any of the interactions (individual interactions) for the Cradle to Grave report, as shown in the screenshot below.
 
PCDID.png
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 the example and steps listed below.
 
  • Step 1: Select Reports
  • Step 2: Select Standard Reports
  • Step 3: Select one of the detail report (these are labeled as such)
  • Step 4: Specify your Date Range and click Run Report
  • Step 5: Click on any of the Interactions to bring up the Cradle to Grave Report (as shown in the screenshot below)
 
 
***Please note that if you have Brightmetrics Shoretel ECC or the Mitel MIVOICE Connect Contact Center reporting module as well, you can access the cradle to grave reports from summary and detail reports inside of ECC as well by selecting those reports either summary or detail as shown above.  Additionally; 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 interaction as well. ***
 
Dashboards: Cradle to Grave
From your Dashboard charts, 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)
 
c2gPC.png
  • Step 1: From your summary-level Dashboard when in view mode, 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, if there are no dimensions in the Rows or Columns, you will need to add some to be able to drill into the detail report for the cradle to grave
  • Step 3: In the detail report, you can click on any of the interactions to pull up the Cradle to Grave report
Questions or feedback? Please email us at support@brightmetrics.com.
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