Required Subscription: Genesys PureCloud
Required Permission Level: Reports and Dashboard Creator
Brightmetrics makes searching for a specific call by Conversation ID easy. There are three data sets you can use to search — Session Data, Agent Activity Data, and Queues Data. Steps 1–5 are the same across all three methods; only the data set selection in step 2 differs.
Using Session Data
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1
In the Sidebar Menu, click on the Reports icon. -
2
Click the + button on the top right or choose Create New Report at the bottom. Choose Queues, then Detail.
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3
Click the Fields button (it may open automatically) to show all available Dimensions and Values.
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4
Click the 3 dots icon next to the Conversation ID dimension and choose Add Filter. -
5
Click the Conversation ID filter in the report filters area. Choose Matches, enter the Conversation ID into the text field, click the green checkbox, and choose Run Report.
Using Agent Activity Data
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1
In the Sidebar Menu, click on the Reports icon. -
2
Click the + button on the top right or choose Create New Report at the bottom. Choose Agent Activity, then Detail. You can also access this directly from the standard reports.
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3
Click the Fields button (it may open automatically) to show all available Dimensions and Values.
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4
Click the 3 dots icon next to the Conversation ID dimension and choose Add Filter. -
5
Click the Conversation ID filter in the report filters area. Choose Matches, enter the Conversation ID into the text field, click the green checkbox, and choose Run Report.
Using Queues Data
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1
In the Sidebar Menu, click on the Reports icon. -
2
Click the + button on the top right or choose Create New Report at the bottom. Choose Queues, then Detail.
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3
Click the Fields button (it may open automatically) to show all available Dimensions and Values.
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4
Click the 3 dots icon next to the Conversation ID dimension and choose Add Filter. -
5
Click the Conversation ID filter in the report filters area. Choose Matches, enter the Conversation ID into the text field, click the green checkbox, and choose Run Report.
You can also drill into any summary-level report or dashboard chart to reach the detail view, which provides the Cradle to Grave (C2G) report with the Conversation ID shown at the bottom.
Example: Agent Activity Summary Report > Details > Cradle to Grave > Conversation ID
Example: Dashboard Chart Magnifying Glass > Details > Cradle to Grave > Call Conversation ID
Questions or feedback? Please email us at support@brightmetrics.com.