Verifying Data Using Cradle to Grave - Java

Overview

Chronicall has a unique advantage over other software by allowing users to verify report data against Cradle to Grave, the window to all your logged calls.

• Note:  This article only applies if you have the Custom Reports license, otherwise the Edit option is not available in the software for standard reports

Whenever a user asks one of our support agents if a report's numbers are correct the first thing we will do is pull up the report, run the report taking note of all parameters.  We can then create an identical filter in Cradle to Grave to make sure the query matches, and see what exact calls are being counted in the report columns based on its parameters.

Standard reports are very solid and you can trust the results in them.  Custom reports can be incorrectly configured, and require further digging to verify the parameters

• One common misconception for example, there can be some overlap between Answered and Abandoned Calls, or Missed and Abandoned Calls and this is normal.  You could for example, have a call that is both Answered and Abandoned, or Missed but not Abandoned.  See the linked article if you want more details on this

In Summary, it is important to note in detail the parameters that our report column is using to be able to rebuild the same query in Cradle to Grave. 

Note Report Parameters

1. First Identify what report you want to capture data from.  In this instance, we are going to use the standard Group Summary report
2. Right click on the report in question, and select Edit
   
   
   
   
3. I recommend editing a copy, so you don't mess with any of the values in the original report in question.
   
   
   
   
4. Lets say for example the end user is questioning the answered calls result of the report.  You will want to go into the value in question and verify its configuration 
   1. First we will want to select the Answered Calls value and select Edit
      
      
      
      
   2. Scroll down the right column and make note or take a screenshot of any value that is customized here
      
      
      
      
   3. Here I will take a note of the below configured values
      • Call Direction = Inbound
      • Include Accepted Callbacks = False
      • Is Call Answered = True  
        • Here are some screenshots below for reference to what I took note of here from the Edit Report Column screen above
          
          
          
          
          
          

Replicate In Cradle To Grave

Now we know what 3 parameters are creating the Answered Calls value in the report column, we can replicate this exact query in Cradle to Grave for the same time range

1. Navigate to Reports > Cradle to Grave
   
   
   
   
2. Select the exact same date range that the report had including (Advanced...) parameters.  You want to ensure you have the exact same date range and advanced parameters that you had when running the report previously
   • • Please refer back to the report if data doesn't line up, there may have been some advanced parameters there that skewed the results
       
       
       
       
3. Rebuild the same parameters that were in that value in the report

• 1. • Call Direction = Inbound
     • Accepted Callbacks = False
     • Is Call Answered = True
       
       
       
       
       
  2. Select Execute to run the Cradle to Grave Query
     
     
     
     
  3. Cradle to Grave should now display all the same calls that showed up in that column on the report.  You can click on the + sign to expand the calls to get more details
     
     • Note:  If you see a bunch of chat results also in the C2G results, you can add an additional parameter to the Cradle to Grave query, that way it only displays calls in the results to match the report.  Select Calls / Chats (...), and select Calls from the drop down box
       
       
       
       

Live Example

Group Summary Report Example

• • This report is telling us that there were 11 calls 'Presented' and 7 calls 'Answered' by the TECH SUPPORT Group

    
    
    
    
  • Many of the report header's definitions can be found by editing the report and reading the description of the column as covered above
    • Presented Calls means any calls that were 'Presented' or offered to the group selected
    • Answered Calls means any call to that group that had a talking event within that group
      • For any Standard Report, you can look up all column definitions here
        
        

Group Summary VS Cradle to Grave

1. 1. In the example below we have run the Cradle to Grave filter for the same time frame as the report (including advanced parameters) to show all calls with the parameters below
      • Call Direction = Inbound
      • Group = TECH SUPPORT
      • Call Does Not Include Any Events = Callback Accepted
        
        
        
   2. Now select Execute
      • You will notice from the image example below that there were 11 inbound group calls total, which matches the report above
        • NOTE: The Total Calls is in the upper left-hand corner of Cradle to Grave, highlighted in Yellow
          
          
          
          
   3. We can now determine how many of those inbound group calls were answered by adding an additional parameter to filter our Cradle to Grave data
      • Is Call Answered = True
        
        
        
        
   4. Select Execute again to run the same Cradle to Grave query with the additional parameter
   5. This will display all calls that match all 3 criteria, showing us that 7 of the 11 inbound calls to TECH SUPPORT were answered
      
      
      
      
   6. Note:  You can take this a step further if you want to take these two values and create a new value, you can now manually calculate things like Group Answered Percentage to compare the value with wallboards and reports for this timeframe
      • For example, if I take the total inbound calls to that group that were answered (7), and divide it by the total calls presented to that group above (11), that would give me an Group Answered percentage of 64% 
        • 7 / 11 = .636% or .64 rounded up
        • To create a % multiple .64 by 100 to get 64%