The Sessions data set in Genesys PureCloud can be useful for tracing calls and viewing calls in a format similar to our Cradle to Grave report. Here's how to build it out.
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Choose Reports.
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Click the green + on the top left or choose Create New Report at the bottom. -
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Choose Sessions from the data selections. -
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Choose Next. -
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Choose Detail or Summary. If you're tracing a specific call, Detail is typically better. If you want a high-level overview of call activity, Summary may work better.
Once you choose an option you'll be dropped into the report type of your choosing. Since this starts as a blank template, you'll need to add each dimension and value to the Rows, Columns, and Values boxes. Do this by clicking the menu option on each dimension or value and choosing Add, then the desired option.
Call tracing with Sessions Detail
If you're looking to trace calls similarly to how our Cradle to Grave report works, set it up as follows:
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Set up your Sessions Detail report by adding the Dimensions shown below to the Columns and Rows. This allows you to trace each call through the phone system grouped by Conversation ID.
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Filter on Date/Time Range to the period you want, then choose Run Report.
Questions or feedback? Please email us at support@brightmetrics.com.