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CDRs

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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:

1. In the main menu, click CDRs - CDRs List.2. Apply any needed filters.

3. To use more filtering options, click Advanced Search.

4. Optionally, to be able to use the same filters again, save the settings as a template.

5. 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)
  • ASR (answer seizure ratio)
  • Duration
  • Bill duration

The list of detailed call data records will appear below.

To save or print the filtered CDRs, click the save icon in the top-right corner of the list and select the necessary option.

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 or Dialer)

Destination

The customer’s phone number

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).

In brackets, the total duration of the call is displayed, 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.
If there was no call transfer, the field will show the calling or answering agent.

Cost

The cost of the call

Hangup reason

The reason the call ended

Additional actions. Please see the details below. 

Additional actions

If you click this button, you can select from three actions:

Recording: listen to the call recording and download it.

Related CDRs: view more details on each call, such as the exact time when the call started, was answered, if the call was transferred to other agents, etc.

CDR Events: view technical details of the call.

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