Running a report gives you a high-level view of your call data, but sometimes you need to dig deeper. The Cradle to Grave view lets you move from a summary all the way down to a single interaction, giving you a complete picture of how that call was handled from start to finish. This is particularly helpful when reviewing agent performance, investigating a specific incident, or validating data you're seeing in your reports.
From a summary report
When you pull a summary report and preview the results, you can drill into a detail report and then click any interaction to open the Cradle to Grave.
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Select Reports. -
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Select Standard Reports. -
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Select one of the summary reports (labeled as such). -
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Select the queue(s) or agent(s) you want to report on. -
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Specify your date range. -
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Click Preview Report. -
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Click the + button next to a group, agent, or party name to drill into the detail report. From there, click on any individual interaction to open the Cradle to Grave report.
To see details for any block in the Cradle to Grave, click on the time block and the details will expand below:
From a detail report
If you are starting directly from a detail report, clicking any interaction in the results will open the Cradle to Grave report.
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Select Reports. -
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Select Standard Reports. -
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Select one of the detail reports (labeled as such). -
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Specify your date range and click Run Report. -
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Click on any interaction in the results to open the Cradle to Grave report.
If you also have the Brightmetrics ShoreTel ECC or Mitel MiVoice Connect Contact Center reporting module, you can access Cradle to Grave reports from ECC summary and detail reports the same way. At the bottom of the ECC Cradle to Grave, there is a click to show next detail link. Clicking it opens the Core Cradle to Grave so you can see anything that happened outside of ECC on that interaction as well.
Questions or feedback? Please email us at support@brightmetrics.com.