Call Detail Recording (CDR) Report
- 07 Mar 2023
- 19 Minutes to read
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Call Detail Recording (CDR) Report
- Updated on 07 Mar 2023
- 19 Minutes to read
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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.
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.
2.1. Basic Filtering Parameters
Basic filtering parameters are numbered and given in the figure below.
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.
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.
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.
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.
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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.
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.
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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.
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.
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.
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.
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.
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.
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"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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