Required Permission Level: Report & Dashboard Creator
If you are looking to find all the times a caller dialed into your queues, you can do that easily using the recommended template Customers with Multiple Interactions. Simply plug in a date range and any Caller ID, and the report will return all the times that Caller ID called in during the specified time frame.
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1
Navigate to Reports and choose a report that contains Caller ID, such as Customers with Multiple Interactions or Search By Caller ID. -
2
Specify a Call Date/Time parameter. -
3
Enter the Caller ID into the text box. -
4
Click Run Report.
By clicking on any individual call in the report, you'll get a complete Cradle to Grave view of everything that happened through the entire life of that call from beginning to end:
By clicking each call segment in the Cradle to Grave view, you'll see important details that help you trace the call through the system — each segment displays Start and End Times for easy interpretation.
Questions or feedback? Please email us at support@brightmetrics.com.