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      CDR search results
      • 06 Mar 2024
      • 11 Minutes to read
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      Contents

      CDR search results

      • Updated on 06 Mar 2024
      • 11 Minutes to read
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      Article Summary

      Who should read this article: Administrators, Supervisors

      The Call Detail Records search results list all the interactions that match the filters specified in the Call Detail Records page. Filter your interaction database, view the results, and output a report to a CSV file.

      Search results overview

      The numbers in the following paragraph reference the screenshot below. The Call Details Record page displays a list of all the interactions in your contact center database (1). Use the CDR filters to display a subset of your interactions. You can export your complete list of interactions or a filtered list of interactions as a CSV formatted file (2). The page selector (3) enables you to navigate the list of interactions. Use the Rows per page selector (4) to set how many records you want to see on each page of the table. The Search results table includes a subset of CDR properties (5). Each row of the table includes a link to the CDR for an interaction. Click the link (6) to view the selected CDR. Click the name of an agent/supervisor (7) to open the Edit user page for that user.

      Reporting CDR View Interaction List

      Search results table

      The Search results table includes the following columns.

      ColumnDescription
      Date/TimeThe date and time that the interaction ended.
      TypeThe type of interaction, including Inbound, Outbound, Dialer, Click-to-call, HLR lookup, Outbound SMS, WhatsApp, Web-chat, Instagram, Facebook, Telegram, Queue Callback, Scheduled Callback.
      ANI/FromThe Automatic Number Identification (ANI) associated with a call (the calling number), the Sender ID for SMS, or the name of the originating social media account for Omnichannel interactions.
      DNIS/ToThe Dialed Number Identification Service (DNIS) associated with a call (the called number), the name of the receiver of an SMS, or the name of the target social media account for Omnichannel interactions.
      DispositionThe end-of-call status. Refer to the Disposition codes section.
      QueueThe inbound queue that distributed the call.
      Agent/SupervisorThe name of the user or users who handled the interaction. If more than one agent handled the interaction or if a supervisor made a call action, the name of the first user to handle the call is displayed, and then a plus symbol and the number of other users who also handled the interaction. For example, Matthew Wasson (+1) 
      DurationThe length of the interaction in hours, minutes, and seconds.
      CPCThe cost per call or cost to send a message.
      Wrap-UpThe Wrap-up code assigned by the agent at the end of the interaction.

      Call details

      Clicking a call record in the Call Detail Records page displays an individual Call Detail Record. This section describes the parts of a Call Detail Record. Each subsection relates to one of the numbered areas in the screenshot.

      Voice call example

      Reporting CDR Call Detail Record View

      Digital Channels example

      Reporting CDR Call Detail Record View WhatsApp

      1. ID

      The ID is a unique identification value assigned to the Call Detail Record in your contact center database. Click the Copy button next to the ID value to copy it to your computer clipboard.

      2. Call details

      The Call details area includes the following information about each interaction:

      InformationDescription
      Start timeThe date and time that the interaction started.
      ANI / FromThe Automatic Number Identification (ANI) associated with a call (the calling number), the Sender ID for SMS, or the name of the originating social media account for Omnichannel interactions.
      DNIS / ToThe Dialed Number Identification Service (DNIS) associated with a call (the called number), the name of the receiver of an SMS, or the name of the target social media account for Omnichannel interactions.
      QueueFor Inbound and Omnichannel interactions, the queue for routing interactions.
      End timeThe date and time that the interaction ended.
      Total contact timeThe time in hours, minutes, and seconds that the interaction was active.
      End reasonThe reason that the interaction was terminated.
      ScriptThe script or flow that was used to route the interaction. 
      MOSMean Opinion Score (MOS) value. MOS is a measure of VoIP call quality.
      MOS TC

      Mean Opinion Score (MOS) Threshold Counter. A count of the number of times the instantaneous MOS fell below the MOS threshold during the call.

      Agent's Public IP

      The public address IP Address of the agent's WebRTC endpoint. If the MOS is low, you can use this address to identify the service provider for connections from home, on the road, or in the office, to troubleshoot connection issues, low bandwidth, and so on.

      Sip SignallingA link to the summary of SIP related signalling messages.
      CampaignThe name of the Dialer campaign for outbound campaign calls.
      Sender IDThe Sender ID used to send an SMS.
      Message typeFor SMS and Omnichannel interactions, the type of message: Outbound SMS, WhatsApp, Web-chat, Instagram, Facebook, and Telegram.
      Related CallFor SMS interactions, the ID assigned to the related voice interaction.
      TemplateFor Outbound SMS, WhatsApp, and Telegram interactions, the template used for the message.
      Time to first responseFor inbound Omnichannel interactions, the time, in hours, minutes, and seconds, between the start time and the time an agent first responded to the interaction.
      Avg. time to replyFor inbound Omnichannel interactions, the average time, in hours, minutes, and seconds, for each response to a message from a contact.
      Time to resolutionFor inbound Omnichannel interactions, the average time, in hours, minutes, and seconds, to resolve the interaction. Time is calculated from the start time to the archive time.
      Interaction summary

      A summary of a transcribed conversations or digital channels interaction. Up to 240 characters in length. If the interaction has been transcribed in one of the supported languages, the conversation summary is displayed in this field. If the summary is longer than the width of the page can accommodate, use your mouse pointer to view the interaction summary tooltip. The interaction summary highlights important points and key topics to enable managers to know what a conversation was about without reading the transcript or listening to the call recording. The summary includes the outcome of the interaction.

      3. Call events (for voice calls)

      The Call Events section of a Call Details Record is a table that displays each call state transition. For example the transition from dialing to answered. The table includes the following columns:

      ColumnDescription
      Start timeThe time, in hours, minutes, and seconds, that the event started. Click a time interval to listen to the call recording beginning at the selected interval.
      End TimeThe time, in hours, minutes, and seconds, that the event ended.
      State
      • Dialing: For outbound campaigns, the Dialer is dialing the call.
      • Prequeue: For inbound calls, the call is in the IVR or routing to a queue.
      • Inqueue: For inbound calls, the call is waiting in a queue.
      • Routing: For inbound calls, the call is waiting for a connection with an agent.
      • Timeout: The call did not connect to an agent within the specified timeout and was terminated.
      • Talk: The agent and contact talk with one another.
      • Hold: The call is on hold.
      • Transferring: The call is transferred to a number outside the contact center system.
      • Consulting: A second party is added to the call.
      • Blind transfer dialing: The agent is dialing a transfer target.
      • Blind transfer talk: The agent is talking to the blind transfer target.
      • Released: Call transfer to the other party is complete.
      • Hangup: The agent ended the call.
      • Postcall: The agent status was After Call Work.
      • Click-to-call: For CRM integration, the agent uses click-to-call in the CRM.
      • Agent connected: For CRM integration, the agent is connected to a click-to-call interaction.
      DurationThe length of the event, in hours, minutes, and seconds.
      Agent / Supervisor (S) / QueueThe user who initiated the event. Supervisor names are marked with an S and Queues are marked with a Q. For example, Terry Brown (S).

      4. Audio or message content

      This section changes depending on the type of interaction. For voice calls, the Audio section displays. It includes a recording of the call and, if speech recognition is enabled, a transcript. For SMS interactions, the Message section displays a transcript of the messages. For Omnichannel interactions, the channel type is specified in the name of the section and the section includes a transcript of the messages.

      Audio (for voice calls)

      The Audio section of the Call Detail Record provides a playback widget that you can use to listen to a voice recording of the call.

      Reporting CDR Call Detail Record View Audio Section

      1. Click Play and Pause to start and stop the recording. Click a time code in the Call Events section to listen to the recording starting at the selected point.
      2. Click the playback bar to start listening from the selected point.
      3. The current time of playback.
      4. The total length of the recording.
      5. Click to double the playback speed. Click again to return to normal playback speed.
      6. Audio volume control. Click the control to set the desired listening volume.
      7. Click to download an MP3 of the audio recording to your computer. The MP3 filename is encoded with the ID of the interaction.
      8. If speech analytics is enabled for your contact center, a transcript of the call is displayed here.

      Message (for SMS)

      The Message section of the Call Detail Record provides a transcript of the SMS messages related to the interaction.Reporting CDR Call Detail Record View SMS

      Channel (for Omnichannel)

      The Channel section of the Call Detail Record provides a transcript of the messages exchanged during the interaction. The name of the Channel section reflects the message channel used for the interaction.

      Reporting CDR Call Detail Record View Omnichannel

      5. Call transcription

      If speech analytics is enabled for your contact center, a transcript of the call is displayed beneath the call recording audio. For more information about using the Call transcription feature, refer to Use Case: Call transcript review.

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