Required Permission Level: Reports and Dashboard Creator
If you've added a new user to your phone system but can't find them in the Agent Name or Party Name filter in Brightmetrics, one or more of the following reasons may apply.
The user is not a member of a workgroup or contact center group
If you're looking at agent activity data, workgroup data, or contact center data, only users who are members of a group will appear in those filters.
| Context | Solution |
|---|---|
| Reports | Use the User Activity Detail or User Activity Summary report. These contain all call data for all users regardless of group membership. |
| Dashboards | Create the chart using the Call Party Activity data source. It contains all call data for all users. |
The user has no call data logged yet
A user must have at least some call activity in the database before they will appear in the Party Name filter.
Solution: Have the user make or take a test call. Once the call is complete, they should appear in a detail report within 15 minutes, or in a summary report or dashboard within an hour.
The user has not made or received calls while logged into a group
If you're looking at agent activity, workgroup, or contact center data, only calls made or received while the user was logged into a group will appear in those data sets.
| Context | Solution |
|---|---|
| Reports | Use the User Activity Detail or User Activity Summary report. Both include all calls for the user regardless of whether they were logged into a group. |
| Dashboards | Create the chart using the Call Party Activity data source. It contains all call data for all users. |
To register for a live Dashboard or Reports training session, visit our Training page to select the module you're interested in.
Questions or feedback? Please reach out to our Support team at support@brightmetrics.com.