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CDRs

In the CDRs (call data records) section, you can view details of each call: the caller, destination, time, duration, cost, and more.

To view the call data records list:

  1. In the main menu, click CDRs CDRs List.

  1. Apply any needed filters.

  1. To use more filtering options, click Advanced Search. 


  1. Click Search. 

The list of detailed call data records based on the applied filters will appear below.


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: 

- incoming

- outgoing

- internal

Destination

The customer’s phone number

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. 
If there was no call transfer, the field will show the calling or answering agent. 

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.

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.

On the right, there is a summary of all the calls shown based on the filters applied. 

Creating a Template

If you want to create a template to use the same search filters later, do as follows:

    1. Click Save as Template after setting the filters as needed. 

    2. In the New Filter Template window that opens, enter the template name.

    3. To make the template public and let others use it, select the Public check box.

    4. Check the filters included in the template and click Save

To use the saved template, click Select Template, choose the necessary template, and click Use.
To remove a template, select one and click Remove

You can also use the template to schedule the report to be run regularly.

TIP

It is more convenient to save your template with a predefined time range, such as yesterday or last week. 

Otherwise, if you save it with a custom date and time range, you will have to change it each time you run the report.

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