--- title: "Extended Call Details: Voice" slug: "extended-call-details-voice" description: "The Extended Call Details page for voice calls displays interaction metadata, call events, a call recording player, an interaction transcript, interaction summary and notes, participant talk time, sentiment analysis, interaction topics, and keyword usage." tags: ["call recording", "call events", "summary", "transcript", "speech analytics", "Call notes", "voice"] updated: 2026-05-04T10:32:24Z published: 2026-05-04T10:32:24Z canonical: "docs.voiso.com/extended-call-details-voice" --- > ## Documentation Index > Fetch the complete documentation index at: https://docs.voiso.com/llms.txt > Use this file to discover all available pages before exploring further. # Extended Call Details: Voice **Who should read this article**: Administrators, Supervisors The **Extended Call Details** page for voice calls provides call metadata and insights. Depending on features activated, it might include participant talk time, call events, sentiment analysis, conversation score, conversation summary and topics, notes, and keyword usage. ## Introduction Voiso maintains a detailed record of every interaction handled by your contact center. You can browse, search, and filter the [Call Detail Records](/v1/docs/reporting-cdr) (CDRs) using the **Call Detail Records** page from the **Reporting** menu. The list of interactions includes high-level information for each interaction. To view the details for any interaction, click the link to it to open the **Extended Call Details** page for the interaction. The **Extended Call Details** page for voice interactions is divided into four sections: - [Header](/v1/docs/extended-call-details-voice#header) - [Metadata](/v1/docs/extended-call-details-voice#metadata) - [Call recording audio player](/v1/docs/extended-call-details-voice#call-recording-audio-player) - [Call transcript](/v1/docs/extended-call-details-voice#call-transcript) ![Reporting CDR Extended Details Voice Call Labeled](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Reporting%20CDR%20Extended%20Details%20Voice%20Call%20Labeled.png) ## Header The Header section of the **Extended Call Details** page includes a link to the page, the total number of related calls, and navigation buttons. ![Reporting CDR Extended Details Voice Call Header Section](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Reporting%20CDR%20Extended%20Details%20Voice%20Call%20Header%20Section.png) ### Link To copy the URL for the page to your computer clipboard, click the copy button (**1** in the screenshot above). The URL includes the UUID , a unique identification value assigned to the Call Detail Record in your contact center database. ### Total calls The total calls tally (**2** in the screenshot above) tells you how many interactions are related to the current interaction. Interactions of the same type are related when the contact and agent are the same. ### Navigation To scroll from one related interaction to the next, click the “ **<**” and “ **>**” buttons (**3** in the screenshot above) to navigate to earlier and later interactions. If there are no related interactions, the buttons are unavailable. ## Metadata The metadata section provides primary details, core interaction properties, and, if enabled, a call summary and notes that a supervisor or administrator can use for analytical purposes. ![Reporting CDR Extended Details Voice Call Metadata Section](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Reporting%20CDR%20Extended%20Details%20Voice%20Call%20Metadata%20Section.png) ### Primary details The primary call details area (**1** in the screenshot above) includes the participants' names, phone numbers, or IDs, the date and time of the call, and the call duration. ### Call details The call details area (**2** in the screenshot above) can include some or all of the following information about the call: | **Information** | **Description** | | --- | --- | | Start time | The date and time that the interaction started. | | End time | The date and time that the interaction ended. | | ANI / From | The Automatic Number Identification ( ANI) associated with a call (the calling number). | | DNIS / To | The Dialed Number Identification Service ( DNIS) associated with a call (the called number). | | Campaign | The name of the [Dialer campaign](/v1/docs/outbound-dialer-campaigns-overview) for Outbound campaign calls. | | Queue | For Inbound and [Omnichannel](/v1/docs/omnichannel-workspace-overview) interactions, the [queue](/v1/docs/inbound-queues) for routing interactions. | | Type | The type of voice interaction: Inbound, Outbound, Dialer, or Click-to-call. | | Total time | The time in hours, minutes, and seconds the interaction was active. | | End reason | The [reason](https://portal.document360.io/v1/docs/reporting-cdr#end-reasons) that the interaction was terminated. For more information, refer to [End reasons](/v1/docs/end-reasons). | | Flow | For inbound interactions, the name of the [flow](/v1/docs/inbound-flows) that routed the interaction. | | Flow logs | A link to download a JSON of the flow log. | | Disposition | Voiso assigns a Disposition code to every interaction to specify whether it was successfully completed and, if not, why not. For more information, refer to [Disposition codes](/v1/docs/disposition-codes). | | Wrap-up | Codes specific to your business profile that indicate call outcomes. Agents assign Wrap-up codes during after-call work activities. For more information, refer to [Wrap-up codes](/v1/docs/administration-wrap-up-codes). | | MOS | Mean Opinion Score ( MOS) value. A measure of call quality on a VoIP line, ranging from 5 (excellent) to 1 (bad). Voiso continuously tests call quality and determines MOS automatically using latency (delay), jitter, % packet loss, and effective latency (+2*jitter + 10.0). MOS is included in the Call Detail Records of voice calls. See also, MOS TC (MOS Threshold Count). | | MOS TC | Mean Opinion Score (MOS) Threshold Counter. A count of the number of times a call fell below the threshold of 3.9 set for the MOS (Mean Opinion Score). | | 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. | | Agent talk time | The proportion of the call, measured in hours, minutes, and seconds, during which the agent spoke. | | Client talk time | The proportion of the call, measured in hours, minutes, and seconds, during which the contact spoke. | | Silence | The proportion of the call, measured in hours, minutes, and seconds, during which no one spoke. | | Conversation score | The value assigned to the call by the [Conversation scoring](/v1/docs/conversation-scoring) feature, which uses Artificial Intelligence to analyze and score voice and text interactions to determine sentiment, quality of service, and conversation outcome and resolution. | #### Flow logs If your contact center uses flows, you can download a flow log for individual calls directly from the Call Detail Records page. The **Flow log** button appears only for inbound interactions that are associated with a flow and have flow log data available. Flow logs are exported in JSON format. For example: ```json { ... "flow": {   "spec"         : 1,   "type"         : "voice",   "start_time"   : "2026-01-14T10:15:30Z",   "end_time"     : "2026-01-14T10:17:00Z",   "duration"     : 90.123,  },  "vars"         : {    "dnis" : "123123",    "ani" : "123123",    "phone_type" : "mobile",    "uuid" : "bd66d0a5-bac9-42f3-96d2-ff65de08503c"   }   "nodes"       : [     {       "timestamp"  : "2026-01-14T10:15:30",       "node"       : "start_flow",       "result"     : "success",     },     {       "timestamp"  : "2026-01-14T10:15:30.04",       "node"       : "dtmf",       "result"     : "success",       "digit"      : "1"     },     {       "timestamp"  : "2026-01-14T10:15:30",       "node"       : "condition",       "result"     : "fail",     },     {       "timestamp"  : "2026-01-14T10:15:31.05",       "node"       : "finish_flow",       "result"     : "success",     },   ] } } ``` - **Flow information** – such as flow ID, flow name, and flow type (voice or digital). - **Execution timing** – start time, end time, and the total execution duration. - **Variables** – selected flow variables used during execution (for example, DNIS, ANI, or other technical identifiers configured in the flow). - **Node history** – a list of flow nodes that were executed, including: - A timestamp for each node. - The node type or name: - `start_flow` - `finish_flow` - `condition` - `dtmf` - `route_to_agent` - `route_to_ext` - `route_to_queue` - `route_to_pstn` - `play_audio` - `play_tts_audio` - `send_message_sms` - `send_message_whatsapp` - `voicemail` - `collect_digits` - The result of the node (for example, `success` or `fail`). - Node-specific details when available (for example, the pressed DTMF digit). > [!WARNING] > Note > > The Flow log link is available only to users who have permission to view call events. If you cannot see the link, contact your administrator to verify your role and permissions. ### Summary If [Speech Analytics](/v1/docs/speech-analytics) is enabled for your contact center, a summary of a transcribed conversation in one of the supported languages is displayed below the call details (**3** in the screenshot above). Summaries are up to 240 characters in length. If the summary is longer than the width of the page can accommodate, use your mouse pointer to view the interaction summary tooltip. The call 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. > [!NOTE] > Tip > > To view the summary in a preferred language, users in contact centers with [Speech Analytics](/v1/docs/speech-analytics) enabled and [access to the CDR granted](/v1/docs/basic-user-roles) can specify a preferred transcript language in the [User Profile](/v1/docs/supervisor-user-profile). ### Notes If [Call Notes](/v1/docs/call-notes) is enabled for your contact center, notes added by agents during after-call work are included in this section (**4** in the screenshot above). ## Call recording audio player Users with the **Allow recordings download** permission granted see the **Call recording** section on the **Extended Call Details** page. The **Call recording** section provides a playback widget to enable the user to listen to a voice recording of the call. ![Reporting CDR Extended Details Voice Call Call Recording Section](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Reporting%20CDR%20Extended%20Details%20Voice%20Call%20Call%20Recording%20Section.png) The playback widget has four main components, indicated by the numbers **1 - 4** in the screenshot above. 1. **Playback control**: Click the **Play** and **Pause** buttons to start and stop recording playback. Click the **Back 10 seconds** button to skip 10 seconds backward in the recording. Click the **Forward 10 seconds** button to skip 10 seconds forward in the recording. 2. **Playback options**: Click the volume slider to increase or decrease the playback volume. Click the **Sound on** or **Sound off** buttons (the speaker icons) to toggle the audio on or off. Click the **1x** button to change the playback speed – **1x**, **1.5x**, and **2x** the original recorded speed are supported. Click the **Download** button to download an MP3 of the recording to your computer. The MP3 filename is encoded with the UUID of the interaction. 3. **Timeline bar**: The Timeline bar includes a playhead control that indicates the current position of the call recording playback. You can drag the playhead backward and forward to change the playback position in the timeline. Clicking the playhead pauses and starts playback. Clicking on the timeline automatically moves the playback head to the clicked position. Diamond markers indicate call events. Call events are linked to events in the call transcript. 4. **Time codes**: The two time codes indicate the playback's current time position and the recording's total length. When [Speech Analytics](/v1/docs/speech-analytics) is enabled for your contact center, the Speech Analytics waves are displayed, as indicated by numbers **5 - 8** in the screenshot above. Speaker waves display black bars when the indicated participant is speaking. Grey bars indicate silence. The participant's identity is displayed on the left side of the bar, and the percentage speaking time is indicated on the right side. 1. **Agent speaker wave**: The black bars indicate when the agent is speaking in the timeline. 2. **Contact speaker wave**: The black bars indicate when the contact is speaking in the timeline. 3. **Sentiment wave**: The colors indicate the [sentiment](/v1/docs/conversation-scoring) of the speaker. Red is negative, grey is neutral, and green is positive. 4. **Topics wave**: The colors indicate the topic of the conversation. During playback, a line extends from the playhead to the waves to help you visualize who is speaking, their sentiment, and the topic of the conversation. ![Reporting CDR Call Recording Playback Visualization](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Reporting%20CDR%20Call%20Recording%20Playback%20Visualization.png) Tip When no configured topics are identified in a conversation, the Topics wave is grey and the **No selected topics were detected** notice is displayed. If your account has permissions to edit topics, a link enables you to display the **Topics** page to adjust your Speech Analytics settings. ## Call transcript When call recording transcription is set up in the [System settings](/v1/docs/administration-system-settings#speech-analytics-section), calls that are longer than the specified minimum call length are transcribed and are available in the **Transcript** section of the **Extended Call Details** page. If [speech analytics](/v1/docs/speech-analytics) is enabled for your contact center, [keywords](/v1/docs/keyword-compliance) are highlighted in the transcript. For more information about using the **Transcript** feature, refer to [Use Case: Call transcript review](/v1/docs/speech-analytics#use-case-call-transcript-review). The **Transcript** section includes a complete transcript of the call recording with timestamps (**1** on the screenshot) indicating [call events](/v1/docs/extended-call-details-voice#call-events) (**2** on the screenshot), the identities of the speakers (**3** and **5** on the screenshot), highlighted keywords when the **Keyword** feature is enabled (**4** in the screenshot), and the **Search** field (**6** on the screenshot) enabling you to filter the transcript. ![Reporting CDR Extended Details Voice Call Transcript](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Reporting%20CDR%20Extended%20Details%20Voice%20Call%20Transcript.png) Users with CDR access granted, typically [Supervisors and Analysts](/v1/docs/basic-user-roles), can select their preferred transcript language. Refer to [User Profile](/v1/docs/supervisor-user-profile) in the [Supervisor Guide](/v1/docs/supervisor-workflows) for information about enabling this feature and selected languages you want to translate to your preferred language. Important - There might be a delay of up to 10 hours before changes to your Account Settings takes effect. - Auto-translation might not work on existing calls, only new calls, unless other users in your contact center have already had the particular translation combination already implemented. When you choose a language for translation, voice call transcripts are automatically translated into your preferred language from the languages you selected in your User Profile. Voice calls that are not in one of your selected languages are not translated. For example, if you specify that all calls in French or Spanish should be translated into German, then calls in English, Dutch, and other languages will not be translated. On the [Extended Call Details](/v1/docs/extended-call-details-voice) page, when a transcript has been translated, a notice appears at the top of the transcript. Click **Show original** to view the transcript in its original language. ![Speech Analytics Automatic Transcript Translation English to Spanish](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Speech%20Analytics%20Automatic%20Transcript%20Translation%20English%20to%20Spanish.png) If you are viewing the original transcript, click **Show in ** to return to the translated transcript. ![Speech Analytics Automatic Transcript Translation English to Spanish Original English](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Speech%20Analytics%20Automatic%20Transcript%20Translation%20English%20to%20Spanish%20Original%20English.png) Watch this long form video to see how to modify your account settings to enable automatic transcript translation to your preferred supported language: [Video](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Speech%20Analytics%20Automatic%20Transcript%20Translation.mp4) ### Call events Call events are any significant contact center call milestones or transitions or an occurrence or action related to a phone call between a contact and an agent. Call events can include actions such as answered, placed on hold, transferred, or disconnected. Each call event is associated with a timestamp – the time, in hours, minutes, and seconds, that the event started. In the **Events** section, click a timestamp to listen to the call recording beginning at the selected moment. ![](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Reporting%20CDR%20Extended%20Details%20Events%20Section.png) The following events might be encountered in the extended call details: - **Agent connected**: For [CRM integration](/v1/docs/crm-integration-overview), the agent is connected to a click-to-call interaction. - **Blind transfer dialing**: The agent is dialing a transfer target. - **Blind transfer talk**: The agent is talking to the blind transfer target. - **Click-to-call**: For [CRM integration](/v1/docs/crm-integration-overview), the agent uses click-to-call in the CRM. - **Consulting**: A second party is added to the call. - **Dialing**: For outbound campaigns, the [Dialer](/v1/docs/outbound-dialer-campaigns-overview) is dialing the call. - **Hangup**: The agent ended the call. - **Hold**: The call is on hold. - **Inqueue**: For inbound calls, the call is waiting in a [queue](/v1/docs/reporting-queue-monitoring-overview). - **Mute:** The agent mutes their microphone so that the contact cannot hear them. - **Postcall**: The agent was in After Call Work status. - **Prequeue**: For inbound calls, the call is in the IVR or [routing](/v1/docs/inbound-flows) to a [queue](/v1/docs/inbound-queues). - **Recording paused:** The agent pauses the recording of a call. - **Recording started:** The agent resumes call recording after it was previously paused. - **Routing**: For inbound calls, the call is waiting for a connection with an agent. - **Talk**: The agent and contact talk with one another. - **Timeout**: The call did not connect to an agent within the [specified timeout](/v1/docs/timers-tab) and was terminated. - **Transferring**: The call is transferred to a number outside the contact center system. Universal Unique Identifier. A 128-bit value used to uniquely identify an object or entity on the internet. Voiso maintains a Call Detail Record (CDR) of every interaction. Each includes information about the interaction that you can use to analyze the performance of your contact center, your agents, and your routing strategies. Unlike many other contact center applications, the Voiso CDR also includes a recording and/or transcript of each interaction, enabling you to access even more information about each interaction. Automatic Number Identification. A service that transmits the phone number of the caller for rapid contact identification. Also referred to as Calling Line Identification (CLID) or Caller ID (CID). Dialed Number Interaction Services. The dialed number associated with a call (the called number). A type of interaction, such as a voice call, initiated by an agent, such as phoning a contact. Also, an agent metric: the duration an agent was in the **Outbound** status after login. A type of interaction, such as a voice call, initiated by a contact, such as phoning a contact center number. Also, an agent metric: the duration an agent was in the **Inbound** status after login. The process of automatically directing calls through your contact center network to IVRs, queues, agents, recordings, agents, and voicemail. A Voiso tool that automatically dials numbers for outbound calling campaigns. You can choose different strategies to tune the dialing rate to accommodate the number of available agents or your real-time campaign metrics. Dialer enables you to either integrate your CRM to generate a calling list or to import one from a CSV. Use Dialer to ensure that contacts are called only at certain times of the day in their local timezone. The outcome of an interaction. This parameter is automatically assigned to an interaction by the Voiso application. It is not the same as the Wrap-up code, which is a custom outcome assigned to an interaction by an agent. Mean Opinion Score. A measure of call quality on a VoIP line, ranging from 5 (excellent) to 1 (bad). Voiso continuously tests call quality and determines MOS automatically using latency (delay), jitter, % packet loss, and effective latency (+2*jitter + 10.0). MOS is included in the Call Detail Records of voice calls. See also, MOS TC (MOS Threshold Count). Voice over IP. An Internet Protocol (IP) that enables the transmission of voice and data on the same network. A technology that converts voice into a digital signal. Web Real-Time Communication. A technology that enables the use of a web browser to make a phone call. The Voiso Agent Panel is a WebRTC-based softphone. Customer Relationship Management. A service for managing all your organization's relationships and interactions with customers (contacts) and potential customers. It that provides real-time agent access to customer data and previous interaction information to further personalize the customer experience. CRM integration in a contact center can lead to more personalized service, increased customer retention, and more revenue. The duration an agent was in the **After Call Work** status after login. Interactive Voice Response. A technology that enables telephone users to interact with a computer-operated telephone system through the use of voice and DTMF tones input with a keypad. IVRs are typically the system that greets callers at the beginning of an inbound voice interaction. ## Related - [Extended Call Details: Overview](/cdr-search-results.md) - [Call Detail Records overview](/reporting-cdr.md)