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.
You can filter calls with Whisper/Listen/Barge during the call using the Whisper Calls option in the Call Type dropdown list:
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.
NOTE
You might want to mask phone numbers or parts of them, so that users don't see them on the CDRs page. Refer here to learn how to do it.
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, Dialer, or calls with Whisper/Listen/Barge):
|
|
Destination |
The customer’s phone number and the original dialed number below it, with phone masking included for users with the masking. |
|
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. |
|
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.
All the recording files are saved in the .flac format.
If the agent applied the split recording feature during the call, several parts of the call will appear here. You can listen to or download each part as a separate file.
If you are using call recordings encryption with a passphrase, you will need to provide the passphrase to decrypt the recording.
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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