Cradle to Grave Filter Definitions

When working with Cradle to Grave, you will have the option to filter down to calls that fit specific criteria. This article provides a definition for each of the possible filters.

Suggest Edits

Account Codes Contain

Using this filter will only include calls that had been tagged with any of the selected account codes. (See Account Codes)

Account Codes Contain All

Using this filter will only include calls that have been tagged with all of the selected account codes (See Account Codes)

Account Codes Do Not Contain

Using this filter will exclude all calls that had been tagged with any of the selected account codes. (See Account Codes)

Agent

Using this filter will present all calls that are associated with the selected agent(s)

Agent Does Not Equal

Using this filter will exclude all calls that are associated with the selected agent(s)

Agent Speed of Answer

Agent Speed of answer is the time it took for an agent to answer the phone when it started ringing to them. It does not include talking time, transfers, or any other events. This filter can compare each call's speed of answer with a specific value by using standard mathematical inequalities (greater than, less than, etc.) and ranges. Any calls that fit your criteria will be included.

Please note:

The [..] option is inclusive at both ends, meaning [0, 5] includes 0, 1, 2, 3, 4, and 5.
The (..) option is exclusive at both ends, meaning (0, 5) includes 1, 2, 3, and 4.
The [..) option is inclusive at the start, but exclusive at the end, meaning [0, 5) includes 0, 1, 2, 3, and 4.
The (..] option is exclusive at the start, but inclusive at the end, meaning (0, 5] includes 1, 2, 3, 4, and 5.

Call Direction

Using this filter refers to the direction of the call (inbound, outbound, internal). This filter displays calls that fit the selected call direction(s).

Inbound - When an External Party calls you. The call originates outside of your system and comes into your phone system.
Outbound - When you call an External Party. The call originates inside your system but goes outside of your system.
Internal - When you dial another person by their extension in the organization. The call originates in your system but stays in your system. (Extension to extension)
Intersite This is very uncommon and is there for Legacy Versions prior to Chronicall release 3.6 - Intersite calls occur when a call starts in one of your phone systems and connects to another system on the same network. You will only see intersite calls if you have set up Chronicall to record data from multiple locations.

Call Direction Does Not Equal

Using this filter will include all calls except for those that have the specified call direction. If you select multiple call directions, this filter will exclude calls with any of the selected directions.

Call Does Not Include All Events

Call events are the stages a call moves through as it is created, answered, transferred, or ended.

Using This filter will exclude all calls that have all the specified events. If you select multiple events, this filter will exclude calls with all of the selected events.

For example, you can use this filter to find calls that were never answered by excluding calls with Talking events. Keep in mind that while most filters only allow calls or events that match your specified criteria, this one does the opposite and excludes them.

Call Does Not Include Calling Party

The calling party is the name or number of the person or business who called the receiving party. Each call event has its own calling party, although these are usually the same across a single call.

Using this filter will include all calls except for those that have the specified calling party. Use this filter to exclude calls from certain numbers or area codes.

Keep in mind that while most filters only allow calls or events that match your specified criteria, this one does the opposite and excludes them.

Call Does Not Include Event

Call events are the stages a call moves through as it is created, answered, transferred, or ended.

Using this filter will include all calls except for those that have the specified events. If you select multiple events, this filter will exclude calls with any of the selected events. For example, you can use this filter to find calls that were never answered by excluding calls with Talking events.

Keep in mind that while most filters only allow calls or events that match your specified criteria, this one does the opposite and excludes them.

Call Does Not Include External Party

The external party is the name or number of a person or business involved in a call who is not part of your phone system. This includes both inbound and outbound calls.

Using this filter will include all calls except for those that have the specified external parties.

Keep in mind that while most filters only allow calls or events that match your specified criteria, this one does the opposite and excludes them.

Call Does Not Include Group

Groups are collections of agents that handle similar tasks and answer the same kind of incoming calls. (I.e., Hunt/Work Groups)

Using this filter will include all calls except for those that were associated with the specified group. For example, calls that were answered by, transferred to, or missed by the selected group(s) will be excluded. If you select multiple groups, this filter will exclude calls associated with any of the selected groups.

Call Does Not Include Local Party

Using this filter will include all calls except for those that involve the specified agent(s). For example, calls that were answered by, transferred to, or missed by the selected agent(s) will be excluded.

In most cases, the list of local parties is the same as the list of agents. If you select multiple agents, this filter will exclude events involving any of the selected agents.

Keep in mind that while most filters only allow calls or events that match your specified criteria, this one does the opposite and excludes them.

Call Does Not Include Receiving Party

Using this filter will include all calls except for those that have the specified receiving parties.

Keep in mind that while most filters only allow calls that match your specified criteria, this one does the opposite and excludes them.

The receiving party is the name or number of the agent who received the calling party's call. Each call event has its own receiving party, and these can change as the call moves from one agent to another.

Call Does Not Include Tag

Using this filter will include all calls except for those that have the specified tags.

Tags, like account codes, are numbers or words that can be attached to a call either automatically by an auto attendant or manually by an agent. However, tags are actually attached to specific call events, and each event can have one tag; if a second tag is set, it overwrites the first.

Keep in mind that while most filters only allow calls or events that match your specified criteria, this one does the opposite and excludes them.

Note: *Tags are configured within the Avaya IP Office**

Call Duration

The call duration is the total length of a call from the beginning, to the end. Using this filter can compare each call duration with a specific value by using standard mathematical inequalities (greater than, less than, etc.) and ranges. Any calls that fit your criteria will be included.

Please note:

The [..] option is inclusive at both ends, meaning [0, 5] includes 0, 1, 2, 3, 4, and 5
The (..) option is exclusive at both ends, meaning (0, 5) includes 1, 2, 3, and 4.
The [..) option is inclusive at the start, but exclusive at the end, meaning [0, 5) includes 0, 1, 2, 3, and 4.
The (..] option is exclusive at the start, but inclusive at the end, meaning (0, 5] includes 1, 2, 3, 4, and 5.

Call Has Note

Using this filter will include any call that contains a note. Notes are added by either the account owner within Cradle to Grave, or by the Agent adding a note to the Agent Dashboard/Contact Center Agent Client. (See Adding Notes to Calls)

Call Has Survey

Using this filter will include any call that contains a post call survey.

Note *Post call surveys are strictly provided by Avaya IP Office clients, and are configured within the Avaya IP Office. (See Creating a Post-Call Survey)

Call ID Equals

Using this filter includes the call that fits the exact selected call ID. A Call ID is an ID number that corresponds to the calls within the Chronicall database.

Call ID Range

Using this filter includes the calls that fit between the selected call ID range. A Call ID is an ID number that corresponds to the calls within the Chronicall database.

Call Includes All Events

Using this filter will only include calls that have all of the specified events.

Call events are the stages a call moves through as it is created, answered, transferred, or ended.

Call Includes Any Event

Using this filter will include any call that has one or more of the specified events. In other words, it will display a call if the call has any of the specified events.

Call events are the stages a call moves through as it is created, answered, transferred, or ended.

Call Includes Calling Party

Using this filter will only include calls that have the specified calling party. Use this filter to find calls from certain numbers or area codes.

The calling party is the name or number of the person or business who called the receiving party. Each call event has its own calling party, although these are usually the same across a single call.

Call Includes External Party

Using this filter will only include calls that have the specified external parties.

The external party is the name or number of a person or business involved in a call who is not part of your phone system. This includes both inbound and outbound calls.

Use this filter to search for calls that include a client's phone number

Call Includes Group

Using this filter will only include calls that had events associated with the selected group(s)/skill(s) (I.e., Hunt/Work Groups).

Call Includes Local Party

Using this filter will only include calls that involve the specified agent. For example, calls that were answered by, transferred to, or missed by the agent will be included. If you select multiple agents, this filter will include events involving any of the selected agents.

In most cases, the list of local parties is the same as the list of agents.

Call Includes Receiving Party

Using this filter will only include calls that have the specified receiving parties.

Call Includes Tag

Using this filter will only include calls that have the specified tags.

Note: *Tags are configured within the Avaya IP Office**

Caller ID

Using this filter will only include calls that have the specified caller IDs. Each inbound call has a caller ID attached to it. The caller ID is usually the name of the client/business or the city and state where the call is coming from.

Calling Agent

Using this filter will only include calls where the selected agent initiated the call. These are calls where the agent was the calling party.

Calling Party Number

Using this filter will only include calls that have the specified calling party number. The calling party number is the phone number of the person or business who called the receiving party. Each inbound call has a single calling party number.

Please note that only inbound calls contain calling party numbers; outbound and internal calls will not be included in a column that uses this filter.

Calls / Chats

Using this filter will provide the option to see only calls or only chats. By default Cradle to Grave will show both calls and chats.

Note: Chats requires the Contact Center Web Chat license. This filter option will only display in instances where Web Chat has been purchased. If Web Chat has not been purchased, this not appear as an option in the Cradle to Grave filters.

Days of Week

Using this filter displays calls only for selected days for the time frame. For example, if the week of May 3rd through May 7th is selected (Monday thru Friday), and in the "Days of Week" filter we select to see Monday and Friday, Cradle to Grave will only present calls from Monday and Friday, instead of Monday thru Friday.

Dialed Party Number

Using this filter will only include calls that have the specified dialed party number. The Dialed Party number, also known as the DNIS, is the number that a caller dialed to eventually reach the receiving party.

Event Duration

Using this filter can compare each event's duration with a specific value by using standard mathematical inequalities (greater than, less than, etc.) and ranges. Any events that fit your criteria will be included. (i.e. Calls with a talking event greater than/less than three minutes, etc.)

Please note:*

The [..] option is inclusive at both ends, meaning [0, 5] includes 0, 1, 2, 3, 4, and 5.
The (..) option is exclusive at both ends, meaning (0, 5) includes 1, 2, 3, and 4.
The [..) option is inclusive at the start, but exclusive at the end, meaning [0, 5) includes 0, 1, 2, 3, and 4.
The (..] option is exclusive at the start, but inclusive at the end, meaning (0, 5] includes 1, 2, 3, 4, and 5.

Event Sequence Does Not Match

Usin this filter will include all calls except for those with events that appear in the order you specify. Call events are the stages a call moves through as it is created, answered, transferred, or ended.

These events can be separated by other events and still count as a sequence. For instance, a call with Ringing, Talking, and Drop events will apply to a filter looking for a sequence of Ringing, then Drop. Keep in mind that while most filters only allow calls that match your specified criteria, this one does the opposite and excludes them.

Event Sequence Matches

Using this filter will only include calls with events that appear in the order you specify. Call events are the stages a call moves through as it is created, answered, transferred, or ended.

Event Type

Using this filter will only include events that match the specified event type. If you select multiple event types, this filter will include all of the selected event types.

Common event types include:

Auto Attendant - This is most generally the machine that answers each call into the organization with options to press for the customer to get to where they want to go.
Conference - This is when more than 2 parties are joined to the same call.
Dialing - The event of dialing a number to call.
Hold - The event of putting a party on hold during a call.
Park - The event of putting a party in a park state during a call.
Note: A park event is similar to a hold event. In a hold event, only the answering agent can place or take the calling party on or off of hold. However, in a park event, anyone in the answering agent's group can take the calling party off of the park event.
Overflow - Having a call roll from one group to another due to parties not being available to answer.
Queue - The event of a calling party waiting to be answered in a group while sitting in a queue.
Ringing - The event of the call when an agent's phone is ringing.
Talking - The event of the call when the External Party
and internal party are talking.
Transfer - The event of a call being transferred somewhere else.
Transfer hold - The event of the call when a caller is put on hold prior to a transfer.
Voicemail - The event of the call when the caller is leaving a message to a voicemail box.

Event Type Does Not Equal

Using this filter will include all events except for those that match the specified event type. If you select multiple event types, this filter will exclude events that match any of the selected event types. Call events are the stages a call moves through as it is created, answered, transferred, or ended.

Keep in mind that while most filters only allow calls that match your specified criteria, this one does the opposite and excludes them.

Filtered Call Does Not Include All Events

Extremely uncommon - Using this filter will exclude all calls that have all of the specified events. If you select multiple events, this filter will exclude calls with all of the selected events. Filtered criteria is executed after the calls have been filtered down on the event level. The order of filtering for report criteria is; call level, event level, and then filtered level. Call events are the stages a call moves through as it is created, answered, transferred, or ended.

Filtered Call Does Not Include Any Events

Extremely uncommon - Using this filter will exclude all calls that have any of the specified events. If you select multiple events, this filter will exclude calls with all of the selected events. Filtered criteria is executed after the calls have been filtered down on the event level. The order of filtering for report criteria is; call level, event level, and then filtered level. Call events are the stages a call moves through as it is created, answered, transferred, or ended.

Filtered Call Includes All Events

Extremely uncommon - Using this filter will only include calls that have all of the specified events. Filtered criteria is executed after the calls have been filtered down on the event level. The order of filtering for report criteria is; call level, event level, and then filtered level. Call events are the stages a call moves through as it is created, answered, transferred, or ended.

Filtered Call includes Any Events

Extremely uncommon - Using this filter will only include calls that have any of the specified events. Filtered criteria is executed after the calls have been filtered down on the event level. The order of filtering for report criteria is; call level, event level, and then filtered level. Call events are the stages a call moves through as it is created, answered, transferred, or ended.

Final Agent

Using this filter will only include calls that have the specified agent listed as the final agent on the call. Meaning they were the last agent to be associated with the call.

Final Agent Does Not Equal

Using this filter will exclude calls that have the specified agent listed as the final agent on the call. Meaning they were the last agent to be associated with the call.

Keep in mind that while most filters only allow calls that match your specified criteria, this one does the opposite and excludes them.

Final Event

Using this filter will only include calls that have the specified event listed as the last (final) event of the call before it was dropped (ended).

Final Event Does Not Equal

Using this filter will include all calls except for those that have the specified event listed as the last (final) event of the call before it was dropped (ended).

Call events are the stages a call moves through as it is created, answered, transferred, or ended. Keep in mind that while most filters only allow calls or events that match your specified criteria, this one does the opposite and excludes them.

Final Group

Using this filter will only include calls whose last interaction with any group was with the selected group(s). The final group of a call is determined by looking at each event in the call, beginning with the last event of the call. When we encounter a phone event that was associated with a group, we call that group the final group.

Final Group Does Not Equal

Using this filter will exclude calls whose last interaction with any group was with the selected group(s). The final group of a call is determined by looking at each event in the call, beginning with the last event of the call. When we encounter a phone event that was associated with a group, we call that group the final group. Keep in mind that while most filters only allow calls or events that match your specified criteria, this one does the opposite and excludes them.

Group

Using this filter will only include calls that had events associated with the selected phone system group(s). If you select multiple groups, this filter will include events involving any of the selected groups.

Group Does Not Equal

Using this filter will exclude calls that had events associated with the selected phone system group(s).

Group Speed of Answer

Using this filter will include calls that fit the selected group speed of answer duration. Group speed of answer is defined as the total duration of the Ringing and Queue events associated with the group or the agents in the group before the call's first Talking event. Specify one or more groups to only include Ringing and Queue events associated with those groups.

Using this filter can compare each speed of answer duration with a specific value by using standard mathematical inequalities (greater than, less than, etc.) and ranges. Any events that fit your criteria will be included. (i.e. group calls answered within greater than 1 minute, etc.)

Please note:*

The [..] option is inclusive at both ends, meaning [0, 5] includes 0, 1, 2, 3, 4, and 5.
The (..) option is exclusive at both ends, meaning (0, 5) includes 1, 2, 3, and 4.
The [..) option is inclusive at the start, but exclusive at the end, meaning [0, 5) includes 0, 1, 2, 3, and 4.
The (..] option is exclusive at the start, but inclusive at the end, meaning (0, 5] includes 1, 2, 3, 4, and 5.

Individual Event Duration

Using this filter can compare an individual event's duration with a specific value by using standard mathematical inequalities (greater than, less than, etc.) and ranges. Any events that fit your criteria will be included. (i.e. Calls with a talking event greater than/less than three minutes, etc.)

Please note:*

The [..] option is inclusive at both ends, meaning [0, 5] includes 0, 1, 2, 3, 4, and 5.
The (..) option is exclusive at both ends, meaning (0, 5) includes 1, 2, 3, and 4.
The [..) option is inclusive at the start, but exclusive at the end, meaning [0, 5) includes 0, 1, 2, 3, and 4.
The (..] option is exclusive at the start, but inclusive at the end, meaning (0, 5] includes 1, 2, 3, 4, and 5.

Initial Agent

Using this filter will only include calls that have the specified agent listed as the first (initial) agent on the call.

Initial Agent Does Not Equal

Using this filter will exclude calls that have the specified agent listed as the first agent on the call. Keep in mind that while most filters only allow calls or events that match your specified criteria, this one does the opposite and excludes them.

Initial Group

Using this filter will only include calls whose first (initial) interaction with a group was with the selected group(s). The initial group is computed by looking at each event in the call, starting with the first event. The initial group is the group associated with the first event that is associated with any group.

Initial Group Does Not Equal

Using this filter will exclude calls whose first interaction with a group was with the selected group(s). The initial group is computed by looking at each event in the call, starting with the first event. The initial group is the group associated with the first event that is associated with any group. Keep in mind that while most filters only allow calls or events that match your specified criteria, this one does the opposite and excludes them.

Is Call Abandoned

When set to "True", this filter will only include calls that are considered abandoned. An abandoned call is an inbound call whose final event is not Talking or Voicemail. This most likely means that the caller dropped the call while waiting in a queue or on hold.

Setting this filter to false instead will only include calls that were not abandoned.

Is Call Answered

When set to "True", this filter will only include calls that are considered answered. An answered call is an inbound call that includes a Talking event. This means an agent picked up the phone and spoke to the caller.

Setting this filter to false instead will only include calls that were not answered.

Is Call Conferenced

When set to true, this filter will only include conferenced calls. A conferenced call is one that involves multiple agents simultaneously.

Setting this filter to false instead will exclude conferenced calls.

Is Call Part of Campaign

When set to true, this filter will only include calls with a recording that is associated with a recording Scorecard Campaign. A Scorecard Campaign will provide recordings of the agents/groups that you can then evaluate using a series of questions that you create. To learn more about Scorecard Campaigns see Creating a Scorecard Campaign

Setting this filter to false instead will exclude calls that are part of a campaign.

Is Call Recorded

When set to true, this filter will only include calls that have at least one recording attached to them. A recorded call is a call that has been paired with a recording by Recording Library. These recordings will appear as play buttons to the far right of a call in Cradle to Grave.

Setting this filter to false instead will only include calls that were not recorded.

Is Call Scored

When set to true, this filter will only include calls with a recording that is associated with a recording Scorecard Campaign, and has been scored.

A Scorecard Campaign will provide recordings of the agents/groups that you can then evaluate using a series of questions that you create. To learn more about Scorecard Campaigns see Creating a Scorecard Campaign

Setting this filter to false instead will exclude calls that have been scored.

Is Call Scored in Campaign

When set to true, this filter will only include calls with a recording that is associated with a specific recording Scorecard Campaign and has been scored.

Setting this filter to false instead will exclude calls that are part of a campaign.

Is Call Unscored in Campaign

When set to true, this filter will only include calls with a recording that is associated with a specific recording Scorecard Campaign that have not been scored.

Setting this filter to false instead will exclude calls that are part of a campaign.

Note Authored By

Using this filter includes calls that contain a note that was authored by the selected agent(s). Notes can either be added to calls in Cradle to Grave, or, if the Agent Dashboard license has been purchased, agents can add notes in call screen pops or in the Contact Center Agent Client.

Note Contains Text

Using this filter includes calls that contain notes with the specified text. Notes can either be added to calls in Cradle to Grave, or, if the Agent Dashboard license has been purchased, agents can add notes in call screen pops or in the Contact Center Agent Client.

Rate Label

Using this filter will only include calls that fit into the selected rate label(s). Rate labels are defined in the Call Cost Profile, and only include calls that meet the number-matching criteria that is defined in the Call Cost Profile settings. Each rate label has a name, a set of numbers that it will match, and a rate per minute.

Receiving Agent

Using this filter will include calls where the selected agent(s) were the receiving agent. The receiving agent is the first agent that was the receiving party on a call.

Role

Using this filter will only include calls that are associated with users/agents in the specified Roles. Chronicall Roles provide a way to create customized Chronicall groups separate from the phone system Groups/Skills.

Scorecard Campaign Name

Using this filter will only include calls that are associated with the specified scorecard campaigns.

Shift

Using this filter will only include calls that belong to agents/groups that are associated with the specified shift.

In situations when working with different shifts during the day, the Shifts option allows you to specify the shift timeframes so you can quickly and easily report on that specific timeframe without having to re-enter the timeframe each time you run the report. Simply create the shift, save it, and select it from the drop down. (See Advanced Timeframe)

State/Province

Using this filter will include calls that are associated with specified State/Province.

Note:

*This is determined based on the central office code associated with the first six digits of a standard ten-digit number.
For internal calls, this field will be blank.

System ID

Using this filter includes calls the contain the unique ID associated with the local phone system. This field is useful for sites that are part of an SCN (Small Community Network) configuration.

System ID Does Not Equal

Using this filter excludes calls the contain the unique ID associated with the local phone system. This field is useful for sites that are part of an SCN (Small Community Network) configuration.

Keep in mind that while most filters only allow calls or events that match your specified criteria, this one does the opposite and excludes them.

Tag

Using this filter includes calls that include the specified IP Office tag.

Note: *Tags will be configured within the Avaya IP Office.

Time Intervals

Using this filter includes calls that are associated with the selected time interval. By default this will be set to the selected timeframe, however, it can be adjusted to specific days of the week, days of the month, or months.

Time of Day

Using this filter includes calls that took place during the specified time of day. By default, Cradle to Grave will report in intervals of 24 hours (12:00 am to 11:59:59 pm), however, this can be adjusted to report on specified hours.

For example, if you would like to report only on calls that took place during typical hours (8:00 am to 5;00 pm) this can be done by using this filter to change the report start time and end time.

Time to Answer

Time to Answer is the time it took for a call to be answered, including ringing time, queue time, and time spent with the auto attendant. Using this filter can compare each call's time to answer with a specific value by using standard mathematical inequalities (greater than, less than, etc.) and ranges. Any calls that fit your criteria will be included.

Note:

The [..] option is inclusive at both ends, meaning [0, 5] includes 0, 1, 2, 3, 4, and 5.
The (..) option is exclusive at both ends, meaning (0, 5) includes 1, 2, 3, and 4.
The [..) option is inclusive at the start, but exclusive at the end, meaning [0, 5) includes 0, 1, 2, 3, and 4.
The (..] option is exclusive at the start, but inclusive at the end, meaning (0, 5] includes 1, 2, 3, 4, and 5.

Total Event Count

Using this filter includes calls that contain the total number of events that the phone system reported for an individual call.

Note: This value can be configured to provide a count of specific selected events. The event(s) will need to be selected before using this value. To select the event(s) use Event Type.

Using this filter can compare each call's total event count with a specific value by using standard mathematical inequalities (greater than, less than, etc.) and ranges. Any calls that fit your criteria will be included.

Note:

The [..] option is inclusive at both ends, meaning [0, 5] includes 0, 1, 2, 3, 4, and 5.
The (..) option is exclusive at both ends, meaning (0, 5) includes 1, 2, 3, and 4.
The [..) option is inclusive at the start, but exclusive at the end, meaning [0, 5) includes 0, 1, 2, 3, and 4.
The (..] option is exclusive at the start, but inclusive at the end, meaning (0, 5] includes 1, 2, 3, 4, and 5.

Transfer Count

Using this filter includes calls that contain the total number of transfer events that the phone system reported for an individual call.

For example, use this filter to find calls that contained greater than two transfer events within the call.

Using this filter can compare each call's transfer count with a specific value by using standard mathematical inequalities (greater than, less than, etc.) and ranges. Any calls that fit your criteria will be included.

Note:

The [..] option is inclusive at both ends, meaning [0, 5] includes 0, 1, 2, 3, 4, and 5.
The (..) option is exclusive at both ends, meaning (0, 5) includes 1, 2, 3, and 4.
The [..) option is inclusive at the start, but exclusive at the end, meaning [0, 5) includes 0, 1, 2, 3, and 4.
The (..] option is exclusive at the start, but inclusive at the end, meaning (0, 5] includes 1, 2, 3, 4, and 5.

Trunk

Using this filter will only include calls that used the specified trunk or channel.

A trunk is an external line used by a call. Each trunk contains multiple channels. A trunk, including all of its channels, can be referenced with a trunk number, which is usually a small integer like 1 or 2. Add a period and a channel number (1.3, for instance) to specify a specific channel.

Updated over 3 years ago