Verifying Data Using Cradle to Grave - HTML

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.

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 above 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, right click on it and select Duplicate.  This way we are editing a copy of the report and not an original
   
   
   
3. Select the duplicated report from the list of reports
   
   
   
   
4. Click off to the left side of the Report Date Range, to close this window
   
   
   
   
5. Select Edit to review the report column parameters
   
   
   
   
6. Lets say the user in question is not sure that the missed call count value is correct.  To review this parameter select the triple dot next two Answered Calls and select Edit
   
   
   
   
   
   
7. Make note of the value summary below
   
   
   
   
8. From the screen above, select Customizable to review the parameters more in depth as shown below
   
   
9. From the screenshot above we can deduce that this filter is looking at the following parameters
   • Is Call Missed = True (we know this one based on the values title, sometimes you have to look in C2G to find a matching value)
   • Call Direction = Inbound
   • Time of Day = 12:00:00 AM to 11:59:59 PM
   • Include Accepted Callbacks = No
   • Group = Customer Service

Replicate In Cradle To Grave

Now we know what 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 My Reports in the HTML interface and select Cradle to Grave
   
   
   
   
2. Select same date range that the report ran for
   
   
   
   
3. Rebuild the same Criteria that were in that value in the report using the + sign.
   
   
   
   
4. Set the same Criteria
   • • Call Does Not Include Any Events = Queue Callback
       • This looks different here but should display the same data
     • Call Direction = Inbound
     • Is Call Missed = True
     • Group = Customer Service
       
       
       
       
5. Select Apply to run the Cradle to Grave Query
   
   
   
   
6. 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 each call to get more details
   
   
   
   
   • Note:  If you see a bunch of chat events also in your C2G results, you can add an additional parameter to the Cradle to Grave query.
     • Select the Calls / Chats criteria, and select Calls from options 
       
       
       

Live Example

Group Summary Report Example

1. I ran this Group Summary report in HTML in the demo instance for the following parameters 
   • Date = 09/24/2022
   • Group = Customer Service
     
     
     
     
2. The parameters above on this report will generate the following Data
   
   
   
   
3. This report is telling us that there were 17 MISSED CALLS calls by the Customer Service Group.  Lets assume you want to do some digging as to how we came to that number
4. To verify the data, we need to figure out what formula's are creating those criteria inside the report.  From here, select Edit in the top right 
   
   
   
   
5. From the edit screen, select the triple dots next to the value in question.  In this case, we will be looking at Missed Calls
   
   
   
   
6. Select Edit
   
   
   
   
7. This will will give us two things to carry over to Cradle to Grave
   • The Missed Call Description
     
     
     
     
   • The additional parameters this Missed Call Count criteria is utilizing by clicking on Customizable
     
     
     
   • You can verify the call direction by clicking on the pencil above.  Once you click on that, you can see that they are using the call direction Inbound
8. So now we know we are looking for the following criteria in Cradle to Grave
   1. Group = Customer Service
   2. Is Call Missed = True
   3. Call Direction = Inbound
   4. Call Does Not Include Event = Accepted Callback

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 (09/24/2022) to show all calls with the parameters below
      • Group = Customer Service
      • Is Call Missed = True
      • Call Direction = Inbound
      • Call Does Not Include Any Event = Callback Accepted
        
        
        
        
   2. Now select Apply to view the missed calls matching the parameters above