Reports: Prev/Next Dimensions

In the Users (Call Party Report) section and Hunt Groups section of Reports, once you select a report and expand the Fields panel on the left, you have the option to add Prev Party Name/Extension/Type and Next Party Name/Extension/Type/Reason as available dimensions.

All of these are available dimensions that can be added to the Rows or Columns within your report:

Below are four common examples of how Prev Party and Next Party dimensions can be used to build powerful reports.

Example 1: Call Re-queue report (Workgroup to Agent to Workgroup)

1. 1

   Select Reports.

2. 2

   Select Standard Reports.

3. 3

   Select User Activity Detail and open the Fields panel on the left.

   

4. 4

   Click the 3 dots menu next to each of the following dimensions and choose Add Filter:

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

5. 5

   Configure the filters and layout as follows:

   • Next Party Type and Prev Party Type: select Workgroup
   • Party Type: select WorkgroupAgent
   • Call Date/Time: set your desired date range
   • Rows: Next Party Name
   • Columns: Call Date/Time, Prev Party Name, Party Name

   Click Run Report.

   

Example 2: Receptionist call activity — Hunt Group calls answered and transfer destinations

1. 1

   Select Reports.

2. 2

   Select Standard Reports.

3. 3

   Select the Hunt Group Call Disposition standard template and open the Fields panel on the left.

   

4. 4

   Click the 3 dots menu next to each of the following and choose Add Filter:

   • Party Name
   • Next Party Reason

5. 5

   Configure the filters as follows:

   • Party Name: select your receptionist
   • Next Party Reason: select Transfer
   • Call Date/Time: set your desired date range

6. 6

   Set up your Rows with Party Name, Next Party Reason, and Next Party Name. Ensure Values are configured as desired.

7. 7

   Click Run Report.

   

Example 3: Calls going to voicemail then transferring to a workgroup via "press 0"

1. 1

   Select Reports.

2. 2

   Select Standard Reports.

3. 3

   Select User Activity Detail and open the Fields panel on the left.

   

4. 4

   Click the 3 dots menu next to each of the following and choose Add Filter:

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

5. 5

   Configure the filters as follows:

   • Party Type: select Workgroup
   • Prev Party Name: select Voicemail
   • Call Date/Time: set your desired date range

6. 6

   Set up your Columns with Call Date/Time, CallerID, Dialed Number, Call Type, Prev Party Name, Party Name, Extension, Next Party Name, and Next Party Extension.

7. 7

   Click Run Report.

   

Example 4: Tracking conference calls by extension / party name

1. 1

   Select Reports.

2. 2

   Select Standard Reports.

3. 3

   Select User Activity Detail and open the Fields panel on the left.

   

4. 4

   Select your Date Range.

5. 5

   Click the 3 dots menu next to Extension. A filter will appear at the top — select One or Multiple and enter the extension(s) you want to report on. If you want the extension to appear in the report, drag and drop the dimension into the Group By area.

6. 6

   Click the 3 dots menu next to Next Party Reason. Select One or Multiple and choose Conference. If you want Next Party Reason to appear in the report, drag and drop the dimension into the Group By area.

7. 7

   Click Run Report.

   

There are many other ways to use the Prev and Next Party dimensions to fit your needs. Please reach out at support@brightmetrics.com if we can help you build out your reports.