Cradle to Grave logs every interaction that enters or leaves the contact center, along with every event that occurs during it — ringing, queuing, talking, and transfers among others. Each interaction can be expanded to view its full event-by-event history, along with the agents, skill groups, and external parties involved.

Accessing Cradle to Grave

Cradle to Grave is accessible to accounts with Supervisor or Admin permissions.

Navigate to Reports > Cradle to Grave
Every interaction within the selected date range is listed on this page

Viewing the Interaction List

The date range shown next to the Cradle to Grave heading — alongside a calendar icon — scopes which interactions are listed. This range is set from the Filters panel, not the icon itself; see Filters below.

Each row represents a single call or chat. The Media Info column identifies the interaction type and direction — inbound or outbound — by icon and color, along with a sequential record number. Recording and Transcript icons appear next to an interaction when a recording or transcript is available, opening playback or the full transcript when selected.

The bottom of the list shows the total record count along with Prev/Next page navigation and a Results Per Page selector.

Expanding an Interaction into Call Legs

Selecting the arrow to the left of an interaction expands it into a row for each event, or "leg," that occurred during that call or chat, in chronological order. Each leg shows its own ID, Duration, Calling Party, Receiving Party, and start/end timestamps scoped to that specific event — for example, a call may expand into an Auto Attendant leg, a Queue leg, a Talking leg, and a Calling Drop leg. A full list of every event that can appear is covered in Cradle to Grave Terminology.

Toolbar Actions

Action	Description
Refresh	Reloads the interaction list for the current date range and filters
Search	Opens an in-page search field with a match counter and next/previous navigation between matches
Expand All	Expands every interaction in the list into its call legs
Collapse All	Collapses every expanded interaction back to a single row

Edit Columns

Selecting Edit Columns opens a Layout panel listing every available column with a checkbox to show or hide it. Columns can be reordered by dragging the handle to the left of each entry, with the exception of Media Info, which is fixed as the first column.

Column	Description
Media Info	Interaction type, direction, and record number. Always shown
Recording	Play control to review the interaction's recording
Transcript	Opens the interaction's full transcript
QA Evaluation Results	AI-generated AutoQA evaluation results for the interaction — see Reviewing AutoQA Evaluations in Cradle to Grave
ID	Internal identifier for the interaction
Duration	Total length of the interaction
Calling Party	The number or party that initiated the interaction
Receiving Party	The number, agent, or destination that received the interaction
DNIS	The dialed number the caller reached
Caller Name	The caller ID name provided by the carrier
Location	Geographic location associated with the calling party's number
Skill	The skill group the interaction was routed through, if any
Start Timestamp	Date and time the interaction began
End Timestamp	Date and time the interaction ended
Sentiment	Overall AI-evaluated sentiment breakdown for the interaction — see Transcription Scores
Final Sentiment	AI-evaluated sentiment at the conclusion of the interaction
Topics	AI-identified topics discussed during the interaction
Tag	Tags applied to the interaction
Account Code	Account code associated with the interaction
Calling Device	The device used by the calling party
Receiving Device	The device used by the receiving party
Group	Group associated with the interaction
Start Date	Date the interaction started
End Date	Date the interaction ended
Start Time	Time the interaction started
End Time	Time the interaction ended
Trunk	The carrier trunk associated with the call
Notes	Notes added to the interaction
System ID	Internal system identifier for the interaction
Session ID	Identifier for the session associated with the interaction
Messages	Number of messages exchanged during a chat interaction
Message Media Type	Type of media exchanged during a chat interaction — for example, text or image
Evaluation Score	The numeric score from an AI-generated AutoQA evaluation — see Reviewing AutoQA Evaluations in Cradle to Grave

Filters

Selecting Filters opens a panel to narrow the interaction list beyond the selected date range.

Field	Description
Date Range	The date and time range interactions are pulled from
Channels	Limits results to selected interaction channels
Agent	Limits results to interactions involving selected agents
Skill	Limits results to interactions routed through selected skills
Criteria	Adds additional filter conditions beyond the fields above

Criteria

Selecting the + icon next to Criteria adds an additional filter condition, chosen from a searchable list — for example, Is Scored to filter to interactions that have been AI-evaluated, or a specific evaluation template's Total Score (%) to filter by score. Each added criteria is defined using the pencil icon next to it, and can be removed with the x icon.

Once all filters and criteria are configured, Apply runs the filtered list.