Call Detail Recording (CDR)
  • 23 Nov 2021
  • 19 Minutes to read
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Call Detail Recording (CDR)

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Reporting and Analysis Screen Access Steps and Screen Presentation

This is the main voice report of Tegsoft Contact Center. All the voice channels including incoming calls (Inbound) and Placed calls (Outbound) are reported here. Report is divided into sections starting with a summary section.

In this document about CDR reports, there are Format Options, filters and report types. There is detailed information about them in the subtitles.

The TegsoftCC Application displays the actions that users often perform on their startup screens within the authority of the users. In this direction, the Supervisors opening page opens with the field of CDR Reports. If the report field is closed or if you want to access other reports, click on the "Reports-the Application Menu" field.
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Search-Filtering Area: The field that enables filtering in accordance with the desired criteria. The filtering headings may vary depending on the application being entered.
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Report Format Selection Field: In Tegsost Call Center Application, reports can be received in different formats such as Pdf, Excel, Word. When desired format icon is clicked, report in relevant format can be accessed. (Survey report only can be displayed in Excel format. In survey report, this field will be explained in detail.)

Report Detail Field: It is the field that the description of the report in the direction of the criteria and format specified are written. In the Report Detail Area; the left top corner contains information about the report was created in direction of which criteria.
Date on which the report was created: field where information about what date the report was created is reached.
The server which the report was received: The field where information about the report is created through which server is reached.
User who Created the Report and Number of Pages: This field shows who has viewed or created the report, how many pages the report is in total, and which page is currently being viewed.

Report Formats

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Almost all reports generated by the system can be received in different formats. (In survey report, to display survey questions and results, report is received in Excel format.) If the format icon is clicked for the desired report format, the related report will be created.

Warning: When you want to create a report in RTF format, it is displayed by saving or not saving the report.

Excel Format: If you want to make calculations and apply formulas to the report, it is enough to click on the icon at the bottom of the System Menu after selecting the criteria. File saving or opening warning appears. After clicking on the OK field, the file is downloaded.

Warning:

  • Tegsoft screens are designed to support 25 different languages. In this direction, some reports may come with English titles when reports are created in Excel format. (This is the way to combine other languages with a common denominator.)
  • In Excel format, the times are converted to seconds in order for the calculation to be easy. (In Html- Pdf- Word formats it is shaped as hour-minutes- seconds.)
  • Html, Pdf and Word formats enable display of report data in design that fit on A4 page. Additional columns that are not in other formats can be added to the report because column and row numbers are more in Excel format.

Note: Cvs and Xml formats are the format relevant with the software part.

CDR (Call Detail Report)

Call Detail Reports is the field in which call activities that meet the selected criteria can be reported. For example: The report can be specialized by using filters such as call direction, call result, information about the agent in conversation, queue or campaign. A begin and end date must be selected in all reports. The begin date is included in the report period; and the end date covers the period up to the specified date range. If the end date is not specified, the default date for the report comes automatically as the date that the report was created. The begin date must be absolutely selected. After the desired criteria are selected, the report is created by clicking on the relevant format icon. Reports are based on 24-hour time zone. It is possible to prepare the reports according to intended time break.

For Example: It is possible to create a report in the form of time of year.

To make filtering in CDR Reports; Sub-headings "Basic, Advanced, Quality Criteria and Campaign (Outbound) Details" are used. In the next section you will get detailed information about the filtering areas.

Basic Criteria

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  • Begin Date: It shows information after selected date and time, including the selected date and time. If not selected, the records within that day are listed.
  • End Date: It displays records before the selected date and time.
  • Break Type: It allows you to filter the desired time periods in which the creation of the report is wanted.

For Example: Using this filtering field, a report can be taken in month of year format. Thus, in which months of the year there is intensity may be observed.

  • Source (123): Filtering is done by writing the caller number.

  • Source (123): All numbers that has the written number is listed. It does not matter if there are different numbers at the beginning or end of the number.

  • Source (123*): All numbers starting with the number written are listed. It does not matter if there are other numbers at the end of the number.

  • Source (* 123*): All numbers ending with the number written are listed. It does not matter if there are other numbers at the beginning of the number.

  • Source (123): Only numbers that are equal to the number written are listed.

  • Destination (* 123*): Filtering is done by writing the dialed number.

  • Destination (* 123*): All numbers that has the written number is listed. It does not matter if there are different numbers at the beginning or end of the number.

  • Destination (123*): All numbers starting with the number written are listed. It does not matter if there are other numbers at the end of the number.

  • Destination (* 123): All numbers ending with the number written are listed. It does not matter if there are other numbers at the beginning of the number.

  • Destination (123): Only numbers that are equal to the number written are listed.

  • Duration: All records in that range will be listed as "Total, Billing, IVR, Ring, Wait, or Talk " by writing the least or maximum value.

  • Total Time: The total duration of the call.

  • Billing Time: This is the talk time in the call. Called, answering the call; This is the time between one caller or one of the callers to end the call.

  • IVR Duration: This is the time spent on incoming calls in IVR (Voice Response.)

  • Ring Time: Time: This is the time between the caller's initiation of the call and the number the caller dialed.

  • Wait Duration: It is the time spent by the customer until they are connected to the Customer Representative after the voice response system (IVR) announcement.

  • Talk Duration: The total call time of the call is outside the waiting period.

  • Call Direction: Filtering is done by selecting the direction of call.
    Skill: This filter is used for matching final queue data of CDR records. If call has been joined to multiple queues, ony final queue will match. List of queues are displayed acording to the access level of the user. Parameters below are checked to display queue as an option,

  • If the user has access for all calls, all queues will be listed.

  • User will see all the queues that is granted as a supervisor

  • User will see all the queues that supervised agents are member

Disposition: Filtering according to Call Result. Inbound and Outbound calls may have, Answered, Missed/ Abandon, Busy, and Unsuccessful ve results. As a matter of fact; “Missed, Busy, Failed” actions are often seen in Outbound calls. It can also be seen from time to time in the incoming section. Answered: Incoming means calls that are answered by IVR or agent. Answered Calls; May have resulted in “Caller Hangup, Agent Hangup, Transfer.” If the customer can make a call with the agent, the results will be displayed as “The Caller Hangup and the Agent Hangup and Transferred” Outbound means call that Outbound calls (Manual or campaign) and the caller has answered the phone. The customer answered the incoming call. If the caller does not answer the phone, the "No Answer" result code is generated. If the caller does not answer the phone, the "No Answer" result code is generated. If the caller does not answer the phone, the “Busy” result code is generated. If an Outbound call or A skill cannot be received, the operation result will be failed.

  • Agent: Filtering is done by selecting one of the agents registered to the system.
  • Caller Group: Filtering is done by selecting one of the defined call groups.
  • Skill State: Filtering is done by selecting one of the defined skill states. “Abandon, Answered, Transfer, Caller Hangup, Connect, Agent Hangup, Exit with Time Out, No Agent Left” selections can be made.
  • Abandon: The number of unanswered calls. (Abondon refers to calls.)
  • Answered: refers to calls that are answered by the agent or IVR (Voice Response). Answered Calls, Caller Hangout, Agent Hangup and Transfer can result.
  • Exit with time out: Refers to calls when the maximum wait time is entered in the queue definition, and when there are calls from the queue because this time is up or when a different communication area is transmitted to the unreachable destination.
  • No Agent Left: If there is an identifier in the queue definitions if the agent does not remain, it is a result that can be seen when the rule is valid.
  • Campaign: Filtering is done by selecting one of the defined campaigns.
  • Campaign Result: Filtering is done by selecting one of the defined campaign results.

Advanced Criteria

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  • Incoming Call Trunk: Filtering is performed by selecting one of incoming call trunks registered in the system.
  • Outbound Trunk: Filtering is performed by selecting one of the outbound trunk registered to the system.
  • Call id: Filtering is done by writing call id.
  • Contact: Filtering is done by writing contact name.
  • Incoming Route: Filtering is done by selecting one of the defined incoming call routes.
  • Out Route: Filtering is done by selecting one of the defined out-routes.
  • Profile: Filtering is done by selecting one of the defined profiles.
  • Account Code: Filtering is done by writing account code.
  • Outbound Pattern: Filtering is done by writing outbound pattern.

Quality Criteria

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  • Caller Talk Rate: It filters by the caller's speech rate by writing the minimum or maximum values.
  • Called Talk Rate: It filters by the speech rate of the called by writing the minimum or maximum values.
  • Only Caller Talk Time: It filters according to the time only the caller is speaking by writing the minimum or maximum values.
  • Only Called Talk Time: It filters according to the time only the called person is speaking by writing the minimum or maximum values.
  • At the Same Time Talk: It filters according to the time the caller and the called are speaking at the same time by writing minimum or maximum values.
  • Talk Side (Caller-> Called): By writing minimum or maximum values, filtering is done according to number of passing of talk side to caller from called.
  • Talk side(called-> caller): By writing minimum or maximum values, filtering is done according to number of passing of talk side to called from caller.
  • Talk interrupt count(caller): By writing minimum or maximum values, filtering is done according to interrupt count of talk of called by the caller.
  • Talk interrupt count(called): By writing minimum or maximum values, filtering is done according to interrupt count of talk of caller by the called.
  • Caller silence time: By writing minimum or maximum values, filtering is done according to silence time of caller.
  • Called silence time: By writing minimum or maximum values, filtering is done according to silence time of called.
  • At the same time silence: By writing minimum or maximum values, filtering is done according to silence time of caller and called at the same time.
  • Total talk time: By writing minimum or maximum values, filtering is done according to total talk time.

Warning: In case the campaign module is active, query of Campaign Criteria is done.

1-Call Records Summary

We can use the "CDR Summary Report" when we want to measure the numerical value of all incoming and outgoing calls to the Call Center. The report will be generated after the selection of the desired criteria and format.
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In the Call Records Summary Report, we can see that the results of the conversations are classified as number of records, answered, busy, falling to the queue.
Call Date: It is the date that the call was made / performed.
All Duration: The total call duration of the call. (It is the duration between the conversation starts and ends.)
Record Count: It is the total number of answered, busy and no answer calls.
Answered: It is the situation that the called number is answered. Answered can be concluded as Agent Hangup, Caller Hangup and Transfer.
Busy: It is the situation that the called number is busy.
No Answer: It is the situation that the called number does not answer.
Failed: The called number is dialed out of format or is dialed correctly and the operator returns an error response.  Skill Calls: It indicated the calls comes to the queue.
Skill Answered: It indicates the calls answered in the queue.
Abandon: It is the number of unanswered calls. (It indicates the abandoned calls.)

2-Call Detail Reports

Detailed reports can be seen when you want to examine the talks in detail. In this report detailed information such as caller, called numbers can be displayed. The report will be generated after the selection of the desired criteria and format.

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At the bottom of the Call Detail Records Report, the field that we can display summary data as a numeric value is automatically displayed.

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Call Date: It is the date that the call was made.
Source: It is the number that initiated the call.
Destination: It is the number that was called.
All Duration: The total call duration of the call.
Wait Duration: After voice response system (IVR) announcement, it is the time that customer spends on the line until s/he connects to the Agent.
Talk Duration: It is the total duration of the call, excluding the wait duration.
Disposition: It is the result of the call. It can be Answered, Busy, Failed, No Answer.
Answered: It is the situation that the called number is answered.
Busy: It is the situation that the called number is busy.
Failed: The called number is dialed out of format or is dialed correctly and the operator returns an error response.
No Answer: It is the situation that the called number does not answer.
Skill: It indicates that the call is made through which queue. (A license is required to generate call data in the queue.)
Agent: It indicates the agent included in the call. Agent can be caller or called number. If the call has a queue number, the call comes to the agent. If there is no queue number, the call initiator is the agent.

3-Recordings

All calls made are under record. These recordings are recorded on the system as audio files with wav extension. When you want to listen to call records, it is possible to access the CDR Report Voice Record and listen to the desired call. The report will be generated after the selection of the desired criteria and format. (Users who are authorized can perform call listening operation.) The Voice Recording field in the Application Menu also allows access to the CDR Report Voice Recording Area. The calls of all the agents can be listened as well as the list of conversation recordings of a single agent.

Call recordings can be listened without downloading. Or if you want to send voice recordings to the administrators by e-mail, it is possible to download as Zip file.

Call Date: It is the date that the call was made.
Source: It is the number that initiated the call.
Destination: It is the number that was called.
All Duration: The total call duration of the call.
Wait Duration: After voice response system (IVR) announcement, it is the time that customer spends on the line until s/he connects to the Agent.
Talk Duration: It is the total duration of the call, excluding the wait duration.
Disposition: It is the result of the call. It can be Answered, Busy, Failed, No Answer. Answered: It is the situation that the called number is answered.
Busy: It is the situation that the called number is busy.
Failed: The called number is dialed out of format or is dialed correctly and the operator returns an error response.
No Answer: It is the situation that the called number does not answer.
Skill State: It Indicates the state of the call within the queue. It can be Abandon, Answered,Transfer, Complete Caller, Connected, Complete Agent.
Abandon: It is the case that an incoming call is closed without talking with the agent. The rejection by the agent is that the agent returns the call to the skill. Abandon call is a call that is closed by the caller without talking with any agent, independent of the behavior of the agent.
Transfer: Call gets into the queue, after answered by the agent, means that it gets out of the queue with being transferred to another queue, Supervisor or another destination.
Answered: It is an answered call.
Complete Caller: It is the case that the incoming call to the queue is closed by the caller after being answered by the agent.
Exit with Timeout: It is the exit reason for calls overflowing the max wait time in queue definition or for calls getting out of queue. In reports, it is reported in the number of overflow calls. The route that will go as the overflow result is set in the queue definition.
Exit Empty: If it is defined in the queue definition that the empty queue cannot receive the call, then it is the exit reason for the overflow call. In reports, it is reported in the number of overflow calls. The route that will go as the overflow result is set in the queue definition.
Complete Agent: It is the case that the incoming call to the queue is closed by the agent after being answered by the agent.
Skill: It indicates that the call is made through which queue.
Agent: It indicates the agent included in the call. Agent can be caller or called number. If the call has a queue number, the call comes to the agent. If there is no queue number, the call initiator is the agent.
Audio File: It is the name of the audio file.
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Audio Graphs: For each call, a call graph is generated by the system at 02:30 every night as follows. In the direction of these graphs, it can be possible to analyze data such as how the volume of the talk is, there is waiting in line or silence, there is speaking over and over. In the direction of these graphs, you can have an idea about the call without listening the call.

4-Project Report

It is formed when the report is broken on a project basis.
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Call Date: It is the date that the call was made. All Duration: The total call duration of the call.
Billing Duration: It is the duration of talk made in call. It is the duration that begins when the called is answered the call and ends when caller or called terminates the call.
Ring Time: It is the duration that begins when the caller initiates the call and ends when the called number answers the call.
Total: It is the total number of calls.
Answered: It is the total number of answered calls. Busy: It is the total number of busy calls.
No Answer: It is the total number of unanswered calls. Failed: It is the total number of failed calls.

Warning: A separate license for the Project Report needs to be made. And in order to generate this field data, definitions must be made from the "Call Center Management Menu - Project Management" menu
Warning: The meanings of the terms in the above reports is a statement that also applies to "Project, Profile, Trunk, Route Reports".

5-Internal Communication Report

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Internal communication report can be received.
Call Date: It is the date that the call was made.
Call id: Filtering is done by writing call id.
Source: It is the number that initiated the call.
Destination: It is the number that was called.
Exten (Out Route): The extension number from outside calls. Exten (In Route): The extension number from ınbound calls.

6-Trunk Usage

When it is desired to check which incoming or outgoing calls to the central office are from which central office, it is necessary to look at the Trunk Usage, Route Usage and Profile Usage reports. It is the field where all of the calls are showed by grouping. These groups are Inbound (All), Outbound (All) and Transit Traffic.
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7-Profile Usage

It is a report that shows the calls by grouping them according to profile information.
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8-Route Usage

It is a report that shows the calls by grouping them according to route information.
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9-Graphical Time Break Type

It is a report that ensures that the data as applicable to the selected criteria are formed according to the time parameter. These graphics can be used at meetings held with top management. Or different graphics can be created by exporting in Excel Format. Through these graphs, it is easy to determine in which time interval more call is coming. Shift arrangement, break time of the agents can be adjusted according to these, or we can determine whether the employment situation of the staff is sufficient by examining the graphs. The graph's horizontal line indicates time parameters (year, month, etc.), vertical line indicates the number of calls.
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Since the break is taken in the form of "Days", the vertical line indicates the number of calls, the horizontal line indicates hours, and the colored lines on the graph indicate the days.
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Since the break is taken in the form of "Months", the vertical line indicates the number of calls, the horizontal line indicates days, and the colored lines on the graph indicate the months.

10-Numeric Time Break Type

It is a tabular report that allows data as applicable to the selected criterion to be displayed in different time parameters. Reports of different periods, such as months, days and hours of the year can be displayed. According to selected break, rows and columns may show timewise expression differences.
For Example: When days are selected in the breakdown, the columns will represent the day's information and the rows will represent the hour's information.
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