Call Detail Records (CDR)
The portal allows you to view Call Detail Records (CDR).
To view all CDR, follow these steps:
- Click on the Call Detail Records tab on the side navigation.
- A list of call records along with the relevant details appears.
- Click on Download CDR to get a list of all the call records and details of each field.
- Click on Download Archived Reports to download archived call detail records of the last 6 months.
Note: Date range cannot be more than 30 days. You can download the call report for the last 30 days in one go.
- Click on any call detail to view various other options, which include call recording, call flow, etc.
On clicking a particular CDR, there are various other details you can look into:
- Call flow - It is a road map of the call which shows when the call rang, which IVR options were pressed, which department it was routed to, which agent answered it, and when it was hung up.
- Add note - This option allows you to add a note for a call and allows you to view all other notes.
- View/Add contact - Click the option to add the contact number to an existing contact group.
- Send SMS - Click this option to send an SMS to the selected number.
- Block - Click the option to block the selected number. It can be unblocked later.
- More information - Click this option to know more about the call details.
Note: You can check Cause Code of Click to Call and Broadcast call by navigating to Click here to view SIP Response.
Note: In cases of Dial-in and Dial-out, only the agent response status will be visible, whereas in cases of Dial-out, each call's SIP response will be visible along with the agent response status.
- Schedule call - Click this option to schedule the call at any later time and date. Enter Name, Number, Callback Date and Time, Note and click on Save.
Note:
If an answered call lasts less than one second, it is classified as a missed call.
Access Call Recording
Call Detail Records allow you to listen to or download any call recording.
To download any call recording, click on the download button.
You can switch between the CDR for Incoming, Click-to-call, Broadcast and Dialer calls.
You may also choose to filter the CDR based on the parameters provided.
| Field | Description |
|---|---|
| From | Enter the source number. |
| To | Select the destination number from the options available in the drop-down menu. |
| IVR | Select the IVR where the call was transferred. |
| Department | Select which department handled the call. |
| Agent | Choose the agent for the call. |
| Result | Select Answered/Missed call. |
| Operator | Choose the constraint used along with call duration. |
| Call duration | Enter the duration of the call in seconds. |
| Note | Select Yes/No if any note was created. |
| Key phrase | Search CDR with any key phrase. |
| Circle | Select the calls based on their location. |
| Operator | Choose the call operator e.g.- Jio, Airtel etc. |
| Call ID | Enter the call ID, e.g. 1641722065.607866. |
Note:
Export limit for numbers of records in csv for CDR is up to 1 million records/rows.
Updated about 2 months ago