Call Detail Recording (CDR) Report
  • 07 Mar 2023
  • 19 Minutes to read
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Call Detail Recording (CDR) Report

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Article summary

Tegsoft software contributes to the Contact Center management with instant reports or detailed historical reports. It also enables the evaluation of contact center efficiency with its advanced filtering options.

These reports can be viewed in a web browser by generating in HTML format or archived in Excel or PDF file.

Call detail recording (CDR) is the report where call activities are listed according to the selected filtering parameters. These filtering parameters are direction, disposition, agent, skill, campaign, etc. The begin date and time should be selected for all reports. The selection of end date and time is optional. In case of not selected, current date and time is going to be end date and time.

1. Generate CDR Report

To generate CDR report, please follow the steps below.

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Step 1 – Click Reports tab.
Step 2 – Click Call Detail Recording (CDR) tab.
Step 3 – Set Filtering Parameters.
Step 4 – Select CDR Report type.
Step 5 – Select report Format (HTML, PDF, XLS).

2. Filtering Parameters

The CDR report filters consist of four parts: Basic, Advanced, Quality Criteria, Campaign (Outbound) Details as shown in the figure below.

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2.1. Basic Filtering Parameters

Basic filtering parameters are numbered and given in the figure below.

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The basic filtering parameters and detailed descriptions are given in the table below.

No

Parameter

Sub-parameter

Description

1

Begin Date


List the recordings after the selected date and time, including this date and time. If the date and time are not selected, the records of the current date and time are listed.

2

End Date


List the recordings before the selected date and time, not including this date and time.

3

Break Type


Allows the report to be generated according to the different time periods.

4

Caller

Caller (*123*)

Lists records of caller numbers in which the number entered in this field is included. It is sufficient to have this number in any part of the number.

Caller (123*)

Lists records of caller numbers that start with the number entered in this field.

Caller (*123)

Lists records of caller numbers that end with the number entered in this field.

Caller (123)

Lists records of caller numbers that are the same as the number entered in this field.

5

Called

Called (*123*)

Lists records of called numbers in which the number entered in this field is included. It is sufficient to have this number in any part of the phone number.

Called (123*)

Lists records of called numbers that start with the number entered in this field.

Called (*123)

Lists records of called numbers that end with the number entered in this field.

Called (123)

Lists records of called numbers that are the same as the number entered in this field.

6

Duration

Duration

Refers to the total call duration, including all duration. Lists records within the range of minimum and maximum values.

Billing Duration

Refers to the talking time of the call. This duration starts when the call is answered and ends when it terminates. Lists records within the range of minimum and maximum values.

IVR Duration

Refers to the duration in IVR (Interactive Voice Response) of inbound calls. Lists records within the range of minimum and maximum values.

Ring Duration

Refers to the duration between dialing the number and answering the call. Lists records within the range of minimum and maximum values.

Wait Duration

Refers to the duration between the end of the IVR (Interactive Voice Response) announcement and connecting to the agent. Lists records within the range of minimum and maximum values.

Agent Talk Duration

Refers to the total call duration excluding wait duration. Lists records within the range of minimum and maximum values.

7

Direction

Inbound

Lists records of inbound calls.

Inbound (Calls related with queue)

Lists the records of inbound calls related with the queue.

Inbound (Calls out of queue)

Lists the records of inbound calls out of the queue.

Outbound

Lists records of outbound calls.

Outbound (Campaign calls)

Lists the records of outbound campaign calls.

Outbound (Manuel dials)

Lists the records of outbound call that are not campaign calls.

Internal

Lists the records of internal calls in the contact center.

Transit

Lists the transit call records directed to different route by the system.

8

Skill


Lists the records of skill.

9

Skill State

Abandon

Lists the records of abandon calls.

Answered

Lists the records of the calls answered by the agent or IVR.

Transfer

Lists the records of transferred calls.

Complete Caller

Lists the records of the calls completed by the caller.

Complete Agent

Lists the records of the calls completed by the agent.

Exit With Timeout

Lists the records that are overflowing from the queue or directed to a different channel because the maximum waiting time has expired.

Overflow

Lists the records that are overflowing from the queue or directed to a different channel because the maximum number of waiting contact has exceeded.

10

Campaign ID


Lists the records of the defined campaign.

11

Campaign State


Lists the records of the defined campaign state.

12

Campaign Group


Lists the records of the defined campaign group.

13

Campaign Result


Lists the records of the defined campaign result. Informed, will consider can be given as examples of campaign results.

14

Disposition


Lists the records of the selected disposition. Answered, busy, failed and no answer are examples of dispositions. Answered calls are answered by IVR or agent in Inbound calls, and campaign or manual calls in Outbound calls. Busy, failed, no answer calls are more common dispositions in Outbound calls. In campaign or manual calls, if the customer does not answer the call, the disposition is no answer. If the customer is on another call or suspend the call, the disposition is busy. Sometimes, in case of misdialing or missing profile definitions, the disposition is failed.

15

Agent


The records of the agent defined in the system are listed.

16

Agent Group


The records of the agent group defined in the system are listed.

17

Project


The records of the project defined in the system are listed. (Companies holding a project license can define a project.)

18

Activity Top Group


When the activity is defined, the records of the selected activity top group are listed.

19

Groups


When the activity is defined, the records of the selected activity group are listed.

20

Activity Type


When the activity is defined, the records of the selected activity type are listed.

2.2. Advanced Filtering Parameters

Advanced filtering parameters are numbered and given in the figure below.

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The advanced filtering parameters and detailed descriptions are given in the table below.

No

Parameter

Description

1

Time start

Lists the records of the start time of the call.

2

Time end

Lists the records of the end time of the call.

3

Text of speech

If the Text to Speech feature is active, the records of the written conversation text are listed.

4

Text of speech (1st party)

If the Text to Speech feature is active, the records of the 1st party conversation text are listed.

5

Text of speech (2nd party)

If the Text to Speech feature is active, the records of the 2nd party conversation text are listed.

6

Incoming call trunk

Lists the records of the inbound calls trunk defined to the system.

7

Outbound trunk

Lists the records of the outbound calls trunk defined to the system.

8

Extension (out route)

Lists the records of an outbound call made via extension number.

9

Extension (in route)

Lists the records of an inbound call made via extension number.

10

Call Unique ID

Lists the records of the call unique ID.

11

DTMF

If there is a dialing (DTMF) during the call, the records belonging to this dialing are listed.

12

Firstname Last Name

If there is a contact card in Tegsoft CRM, the records belonging to this name in the contact card are listed.

13

Incoming route

Lists the records of an inbound call route defined in the system.

14

Out route

Lists the records of an outbound call route defined in the system.

15

Profile

Lists the records belonging to a profile defined in the system.

16

Account code

Lists the records of the account code.

17

Outbound pattern

Lists the records of the outbound pattern.

18

Ring Group

Lists the records belonging to a ring group defined in the system.

19

Extension Group

Lists the records belonging to an extension group defined in the system.

20

Caller Id Number Length

By entering the minimum and/or maximum digit values, lists the records in which the digits of the caller or destination number is within this range.

21

Channel

Lists the records of the channel defined in the system.

22

Server

If the customer has more than one server, the records of the selected server are listed.

23

Listened by

Lists the records belonging to the user listening to the voice recording.

24

Voice record status

Lists the records of the voice record status. Listened, not listened, listened multiple times are status of voice record.

2.3. Quality Criteria Filtering Parameters

Quality criteria filtering parameters are numbered and given in the figure below.

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The quality criteria filtering parameters and detailed descriptions are given in the table below.

No

Parameter

Description

1

Quality Form

Lists the records of the rated and unrated options in the quality form.

2

Talk Rate of Caller

By entering the minimum and/or maximum values, lists the records where the caller’s talk rate is within this range.

3

Talk Rate of Called Party

By entering the minimum and/or maximum values, lists the records where the callee’s talk rate is within this range.

4

Talk time of caller (excluding overlaps)

By entering the minimum and/or maximum values, lists the records where the caller's talk time excluding overlaps is within this range.

5

Talk time of called (excluding overlaps)

By entering the minimum and/or maximum values, lists the records where the callee’s talk time excluding overlaps is within this range.

6

Talking overlapped

By entering the minimum and/or maximum values, lists the records where the caller's and the callee's overlapped talk time is within this range.

7

Talking party change (caller-> called)

By entering the minimum and/or maximum values, lists the records in which the number of changes from caller to callee in the call direction is within this range.

8

Talking party change (called-> caller)

By entering the minimum and/or maximum values, lists the records in which the number of changes from callee to caller in the call direction is within this range.

9

Interruption count of caller

By entering the minimum and/or maximum values, lists the records in which the interruption count of caller's talk is within this range.

10

Interruption count of called

By entering the minimum and/or maximum values, lists the records in which the interruption count of callee's talk is within this range.

11

Caller silence duration

By entering the minimum and/or maximum values, lists the records in which the caller's silence duration is within this range.

12

Silence duration of called

By entering the minimum and/or maximum values, lists the records in which the callee's silence duration is within this range.

13

Both parties are silent

By entering the minimum and/or maximum values, lists the records in which the caller and callee’s silence duration at the same time is within this range.

14

Total talk time

By entering the minimum and/or maximum values, lists the records in which the total talk duration is within this range.


3. Call Records - Summary View

When the total number of inbound or outbound calls in the contact center needs to be reported, the Call Records - Summary View report is generated by determining the necessary criteria with the parameters and then selecting the format.

An example report is given in the figure below. While generating this report, begin and end dates, break type and direction were selected.

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Detailed explanations of the data in the Call Records – Summary View report in the figure above according to the numbers in the screen are given in the table below.

No

Data

Description

1

Call Date

The date the call was made.

2

Duration

Duration is defined as the entire amount of time between when the call started and ended. This is how long the call lasted.

3

Number of records

The total number of answered, busy, no answer and failed calls.

4

Answered

The number of calls answered by the called.

5

Busy

The number of calls the caller is busy.

6

No answer

The number of calls not answered by the called.

7

Failed

The number of calls that the call failed.

8

Skill calls

The number of calls in the skill (queue).

9

Answered on skill

The number of calls answered on skill (queue).

10

Abandon

The number of calls not answered on skill (queue).


4. Call Detail Report

When the calls need to be reported in detail, the Call Detail Report is generated by determining the necessary criteria with the parameters and then selecting the format. More detailed data such as caller and called numbers can be displayed in this report.

An example report is given in the figure below. While generating this report, begin and end dates, break type and direction were selected.

Detailed explanations of the data in the Call Detail Report in the figure above according to the numbers in the screen are given in the table below.

No

Data

Description

1

Call Date

The date the call was made.

2

Caller

The phone number of the caller.

3

Destination

The phone number of the called.

4

Duration

Duration is defined as the entire amount of time between when the call started and ended. This is how long the call lasted.

5

Wait Duration

Wait duration is defined as theamount of time customer spends on the line after the interactive voice response (IVR) system announcement until connecting to the agent.

6

Talk Time

Talk Time is defined as the amount of talk duration for each voice call. 

If you place the voice call by dialing out the customer, the call direction is Outbound. If you receive the voice call by answering the customer call by the Agent or IVR, the call direction is Inbound.

  • When the call direction is Inbound (IVR), the duration a customer spends on an IVR call is represented as Talk Time.
  • When the call direction isInbound (Queue) or Outbound, the duration an agent actually speaks to a customer is represented as Talk Time.

7

Disposition

The result of the call. Answered, busy, failed and, no answer is an example of disposition.

8

Skill

The number of the call skill (queue).

9

Agent

The name of the agent. The agent can be the caller or the called. If the call has a skill number, this call is inbound. If the call has not a skill number, this call is outbound.


5. Recordings

All calls in the contact center are recorded. These recordings are saved in the system as audio files with .wav extension. Call recordings can be listened to by selecting the call from the Voice Recordings tab. For this, the criteria are determined with the parameters by the authorized users. And then the sound recording report is generated according to the selected format.

An example recordings report is given in the figure below. While generating this report, begin and end dates, break type and direction were selected.

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Detailed explanations of the data in the Recordings Report in the figure above according to the numbers in the screen are given in the table below.

No

Data

Description

1

Previous Report

Goes to the previous report.

2

Next Report

Goes to the next report.

3

1x Speed

Plays the audio recording at 1x speed.

4

2x Speed

Plays the audio recording at 2x speed.

5

Download Audio File

Downloads the selected audio file.

6

Download Audio Files Pack

Downloads all filtered audio files in .zip archive file format.

7

Play Audio File

Plays the audio file.

8

Call Date

The date the call was made.

9

Caller

The phone number of the caller.

10

Destination

The phone number of the called.

11

Duration

Duration is defined as the entire amount of time between when the call started and ended. This is how long the call lasted.

12

Wait Duration

Wait duration is defined as theamount of time customer spends on the line after the interactive voice response (IVR) system announcement until connecting to the agent.

13

Talk Time

Talk Time is defined as the amount of talk duration for each voice call. 

If you place the voice call by dialing out the customer, the call direction is Outbound. If you receive the voice call by answering the customer call by the Agent or IVR, the call direction is Inbound.

  • When the call direction is Inbound (IVR), the duration a customer spends on an IVR call is represented as Talk Time.
  • When the call direction isInbound (Queue) or Outbound, the duration an agent actually speaks to a customer is represented as Talk Time.

14

Disposition

The result of the call. Answered, busy, failed and, no answer is an example of disposition.

15

Skill

The number of the call skill (queue).

16

Agent

The name of the agent. The agent can be the caller or the called. If the call has a skill number, this call is inbound. If the call has not a skill number, this call is outbound.

17

Audio File

The name of the audio file.

18

Listening History

When the calls are listened or downloaded, it is recorded which user made the transaction. After an authorized user listens to the call, this user's information is displayed when the page is refreshed.

19

Audio Graphic

An audio graph is created by the system for each call. With these graphs, the data related to the call can be analyzed. In other words, users can have an idea about the call without listening to the call with these graphics.


6. Project Report

When the calls need to be reported according to the projects, the Project Report is generated by determining the necessary criteria with the parameters and then selecting the format.

An example report is given in the figure below. While generating this report, begin and end dates and break type were selected.

Detailed explanations of the data in the Project Report in the figure above according to the numbers in the screen are given in the table below.

No

Data

Description

1

Project Name

The name of the project.

2

Call Date

The date the call was made.

3

Duration

Duration is defined as the entire amount of time between when the call started and ended. This is how long the call lasted.

4

Billing Duration

The total talking duration of the calls. This duration starts when the call is answered and ends when it terminates.

5

Ring Duration

The total duration between dialing the number and answering the call.

6

Total

The total number of answered, busy, no answer and failed calls.

7

Answered

The total number of calls answered by the dialed number.

8

Busy

The total number of calls that the dialed number is busy.

9

No Answer

The total number of calls not answered by the dialed number.

10

Failed

The total number of calls that the call failed.


7. Internal Communication Report

When the internal calls need to be reported, the Internal Communication Report is generated by determining the necessary criteria with the parameters and then selecting the format.

An example report is given in the figure below. While generating this report, begin and end dates and break type were selected.

Graphical user interface, application  Description automatically generated

Detailed explanations of the data in the Internal Communication Report in the figure above according to the numbers in the screen are given in the table below.

No

Data

Description

1

Call Date

The date the call was made.

2

Call Unique ID

The ID number of the call.

3

Caller

The extension of the caller.

4

Destination

The extension of the called.

5

Call Date

The date the call was made.

6

Extension (Out Route)

The extension of the caller.

7

Extension (In Route)

The extension of the called.

8

Status

The result of the call. Statuses: answered, busy, failed, no answer, cancelled.


8. Channel Report 

When the calls need to be reported according to the channels, the Channel Report is generated by determining the necessary criteria with the parameters and then selecting the format. These reports show calls grouped by Inbound Call (All), Outbound Call (All), and Transit Traffic.

An example report is given in the figure below. While generating this report, begin and end dates and break type were selected.

Detailed explanations of the data in the Channel Report in the figure above according to the numbers in the screen are given in the table below.

No

Data

Description

1

Call Date

The date the call was made.

2

Channel

The channel where call was made.

3

Duration

Duration is defined as the entire amount of time between when the call started and ended. This is how long the call lasted.

4

Billing Duration

The total talking duration of the calls. This duration starts when the call is answered and ends when it terminates.

5

Ring Duration

The total duration between dialing the number and answering the call.

6

Total

The total number of answered, busy, no answer and failed calls.

7

Answered

The total number of calls answered by the dialed number.

8

Busy

The total number of calls that the dialed number is busy.

9

No Answer

The total number of calls not answered by the dialed number.

10

Failed

The total number of calls that the call failed.


9. Profile Usage Report

When the calls need to be reported according to the profiles, the Profile Usage Report is generated by determining the necessary criteria with the parameters and then selecting the format.

An example report is given in the figure below. While generating this report, begin and end dates and break type were selected.

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Detailed explanations of the data in the Profile Usage Report in the figure above according to the numbers in the screen are given in the table below.

No

Data

Description

1

Call Date

The date the call was made.

2

Duration

Duration is defined as the entire amount of time between when the call started and ended. This is how long the call lasted.

3

Billing Duration

The total talking duration of the calls. This duration starts when the call is answered and ends when it terminates.

4

Ring Duration

The total duration between dialing the number and answering the call.

5

Total

The total number of answered, busy, no answer and failed calls.

6

Answered

The total number of calls answered by the dialed number.

7

Busy

The total number of calls that the dialed number is busy.

8

No Answer

The total number of calls not answered by the dialed number.

9

Failed

The total number of calls that the call failed.


10. Route Usage Report

When the calls need to be reported according to the routes, the Route Usage Report is generated by determining the necessary criteria with the parameters and then selecting the format.

An example report is given in the figure below. While generating this report, begin and end dates and break type were selected.

Detailed explanations of the data in the Route Usage Report in the figure above according to the numbers in the screen are given in the table below.

No

Data

Description

1

Call Date

The date the call was made.

2

Duration

Duration is defined as the entire amount of time between when the call started and ended. This is how long the call lasted.

3

Billing Duration

The total talking duration of the calls. This duration starts when the call is answered and ends when it terminates.

4

Ring Duration

The total duration between dialing the number and answering the call.

5

Total

The total number of answered, busy, no answer and failed calls.

6

Answered

The total number of calls answered by the dialed number.

7

Busy

The total number of calls that the dialed number is busy.

8

No Answer

The total number of calls not answered by the dialed number.

9

Failed

The total number of calls that the call failed.


11. Listened Report

In order to report the listener information about the listened calls in the contact center, the listened report is generated.

An example report is given in the figure below. While generating this report, begin and end dates and break type were selected.

Graphical user interface, text, application  Description automatically generated

Detailed explanations of the data in the Route Usage Reportin the figure above according to the numbers in the screen are given in the table below.

No

Data

Description

1

Listened Date

The date the call was listened.

2

Username

The username of the user listened to the call.

3

Remote IP

The remote IP address of the user listening to the call.

4

Call Date

The date the call was made.

5

Call Unique ID

The ID number of the call.

6

Caller

The phone number of the caller.

7

Destination

The phone number of the called.


12. Graphical Time Break Type Report

Graphical Time Break Type is the report that shows the data suitable for the selected criteria on the graph according to the time period (break type). The horizontal axis represents the break types (days, months, years, etc.) and the vertical axis represents the number of calls. With these graphs, it can be easily determined in which time periods the calls are more frequent. These graphs can also be used in shift arrangements, setting break times for agents, or determining whether staff recruitment is sufficient. In addition, different graphs can be created when this report is generated in Excel format.

An example report is given in the figure below. While generating this report, begin and end dates and break type were selected.

Chart, line chart  Description automatically generated

13. Numeric Time Break Type Report

Numeric Time Break Type is the report that shows the data suitable for the selected criteria on the table according to the time period (break type). With these reports, data for different time periods such as months and days of the year or hours of the day can be reported in the table. According to the selected break type, the data represented by the rows and columns of the table is going to change.

An example report is given in the figure below. Since days was selected as the break type when generating this report, the columns in the table represent days and the rows represent hours.

Graphical user interface, table  Description automatically generated


14. Column of CDR Excel Report

Columns and descriptions of the CDR excel report are given in the images below.





Tegsoft makes no representations or warranties, either express or implied, by or with respect to anything in this document, and shall not be liable for any implied warranties of merchantability or fitness for a particular purpose or for any indirect, special or consequential damages.

Copyright © 2022, Tegsoft. All rights reserved.

"Tegsoft" and Tegsoft’s products are trademarks of Tegsoft. References to other companies and their products use trademarks owned by the respective companies and are for reference purpose only.


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