CDRs
The CDRs (Call Data Records) page provides a detailed overview of each call's information, including metrics like caller, destination, duration, and cost, along with summary statistics based on applied filters.
On the CDRs (call data records) page, you can view details of each call: the caller, destination, time, duration, cost, and more. The page also shows the summary, including the main call metrics for the calls within the set filters.
To view the call data records list:
-
In the main menu, click CDRs - CDRs List.
CDRs > CDRs List page
-
Apply any needed filters.
Search Filter section
-
To use more filtering options, click Advanced Search.
Advanced Search fields
You can filter calls with Whisper/Listen/Barge during the call using the Whisper Calls option in the Call Type drop-down list:
Call Type drop-down list options
-
Optionally, to be able to use the same filters again, save the settings as a template.
-
Click Search.
Under the filter section, you will see the summary of all calls based on the applied filters, distributed by call types (total, inbound, outbound, and other calls - internal and Dialer), as well as some additional information:
-
Answered / Not answered calls
-
ACD(average call duration)
-
ASRASR (answer seizure ratio)
-
Duration
-
Bill duration
Summary of all calls
The list of detailed call data records will appear below.
Page with detailed call data records
Page with the detailed call data record
NOTE
You might want to mask phone numbers or parts of them so that users don't see them on the CDRs page. Please take a look here to learn how to do it.
To save or print the filtered CDRs, click the save icon in the top-right corner of the list and select the necessary option.
Saving options
Save button
After saving, you are redirected to Tasks. Here, you can download reports as soon as they are generated.
The table below explains each column in the CDRs list:
| Column | Description |
|---|---|
| # | The unique ID of the call in the system |
| Call Start | The date and time when the call started |
| Type | The type of the call: Inbound: Outbound: Other (Internal, Dialer, or calls with Whisper/Listen/Barge): |
| Destination | The customer's phone number and the original dialed number below it, with Phone Number Masking included for users with the masking. |
| Caller ID | The DID number that the agent called with |
| Country | The country of the call destination |
| Duration | The duration of the conversation (the chargeable time). The total duration of the call is displayed in brackets, including the ringing time. |
| Desks | The desk(s) that the calling agent is included in |
| Queue | The queue this call belongs to (for incoming calls only) |
| Agent | The calling or answering agent |
| Bridged Agent | In case of call transfer, this field will contain the agent to whom the call was transferred. The field would show the calling or answering agent if there was no call transfer. |
| Cost | The cost of the call |
| Hangup reason | The reason the call ended |
| Additional actions. Please take a look at the details below. |
Additional actions
If you click this button, you can select from three actions:
Additional actions
- Recording: listen to the call recording and download it. All the recording files are saved in the .flac format.
Recording section
If the agent applies the split recording feature during the call, several parts of the call will appear here. You can listen to or download each piece as a separate file.
Recording section with split recording feature applied
If you use call recording encryption with a passphrase, you must provide the passphrase to decrypt the recording.
Secret Passphrase Prompt section
- Related CDRs: view more details on each call, such as when the call started, was answered, if the call was transferred to other agents, etc.
Related CDRs section
- CDR Events: view technical details of the call.
CDR Events section
Updated 5 days ago