---
title: "CDR"
slug: "reporting-cdr"
description: "The Call Detail Records (CDR) page provides a comprehensive, searchable, and exportable overview of all interactions across various channels, including detailed records, transcripts, and recordings. Filter and search your contact center's interaction database to find one or more interactions matching specific criteria."
tags: ["CDR", "call detail record", "call recording", "report", "API", "data", "CSV", "reporting"]
updated: 2026-01-28T15:15:23Z
published: 2026-01-28T15:15:23Z
canonical: "docs.voiso.com/reporting-cdr"
---

> ## 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.

# Call Detail Records overview

**Who should read this article**: Administrators, Supervisors

The Call Detail Records (CDR) page provides a comprehensive, searchable, and exportable overview of all interactions across various channels, including detailed records, transcripts, and recordings. Filter and search your contact center's interaction database to find one or more interactions matching specific criteria.

> [!WARNING]
> Important
> 
> Access to **Call Detail Records** is controlled by [role permissions](/v1/docs/basic-user-roles) or [security access group](/v1/docs/administration-security-access-groups). It can also be managed at the [user](/v1/docs/users-users) level for contact centers without security access groups.

## **Introduction**

For every interaction handled by your contact center, Voiso maintains an [Extended Call Details](/v1/docs/cdr-search-results) record (CDR). Each record includes a wealth of information about the interaction that you can use to analyze the performance of your contact center, your Agents, and your routing strategies. Interactions include voice calls, SMS, and Omnichannel (digital channel) messages. Unlike many other contact center applications, the Voiso CDR also includes a recording and/or transcript of each interaction, enabling you to listen to each interaction and review an [analyzed call transcript](https://portal.document360.io/v1/docs/speech-recognition).

Use the **Call Detail Records** page to filter and search your interaction records. Use the CDR search results table to view the results, then [export the results to a CSV file](/v1/docs/reporting-cdr#csv-export).

### **CDR API**

You can use the Voiso [CDR API](https://developers.voiso.com/#/rest/api-endpoints/cdr/cdr) to query your Call Detail Records from your own custom application and process the data outside of Voiso. Refer to the [CDR API Overview](https://developers.voiso.com/#/rest/getting-started/cdr) for more information about using this API.

## **Call Detail Records**

The **Call Detail Records** page is a powerful search and filtering tool that enables you to find specific interactions or glean information about multiple interactions.

![Reporting CDR View](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Reporting%20CDR%20View.png)

The CDR page is easy to use:

1. Specify search parameters using one or more of the filters.
2. Click **Search** to return a [list of interactions](https://portal.document360.io/v1/docs/cdr-search-results) that match your search criteria.
3. Click an interaction to view its [details](https://portal.document360.io/v1/docs/cdr-search-results#call-details).
4. Click **Clear filters** to begin a new search with different criteria.

In this video, a Supervisor searches for interactions with the following criteria:

1. **Dates**: This year
2. **Time**: 08:00–22:00
3. **Type**: Inbound and Outbound
4. **Disposition**: Answered
5. **Team**: Nightshift
6. **Call duration:** 60 seconds minimum

[Video](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Reporting%20CDR%20Filter%20Search%20View%20Call%20Details.mp4)

The following table describes each filter. The table is organized, reading left to right and top to bottom on the **Call Details Records** page.

Tip

- The filters you see might change, depending on the filters and options you select.
- The available filters depend upon the level of your contact center pricing plan and the features enabled for your contact center.

| Filter or option | Description |
| --- | --- |
| Dates | Select a date or date range using either a calendar popup or select a date range from the following menu: Today, Yesterday, This week, Last 7 days, Last week, This month, Last month, This year, or Last year. |
| Time | Enter a start time and end time range using the 24-hour clock. |
| Account ID | The number assigned to a contact by an [integrated CRM](/v1/docs/crm-integration-overview). It is used to mask a contact's phone number in the Voiso interfaces and call details. |
| ANI / From starts with | Enter a partial or complete phone number. The search looks for ANIs (Automatic Number Identification) associated with a call that begin with the numbers you entered. |
| DNIS / To starts with | Enter a partial or complete phone number. The search looks for DNISs (Dialed Number Identification Service) associated with a call that begin with the numbers you entered. |
| Destination country | The country or countries to which an outbound call was made. |
| ANI / From includes | Enter a partial or complete phone number. The search looks for the ANIs (Automatic Number Identification) associated with a call that include the numbers you entered. |
| DNIS / To includes | Enter a partial or complete phone number. The search looks for the DNISs (Dialed Number Identification Service) associated with a call. |
| Type | Select one or more interaction types: [Inbound](/v1/docs/agent-panel-inbound-calls), [Outbound](/v1/docs/agent-panel-outbound-calls), [Dialer](/v1/docs/dialer-campaigns), [Click-to-call](/v1/docs/crm-integration-overview), [HLR lookup](/v1/docs/administration-security-access-groups), Outbound SMS, WhatsApp, Webchat, Instagram, Facebook, and Telegram. |
| Disposition | Select one or more end-of-call statuses. Refer to the [Disposition codes](/v1/docs/disposition-codes) section. |
| Queue | Select one or more Queues. |
| Agent / Supervisor | Select one or more agents associated with an interaction. This filter includes Supervisors who took actions on calls. |
| Deleted agents | Select one or more agents who are no longer on the list of [users](/v1/docs/users-users). |
| Team | Select one or more [teams](/v1/docs/users-teams). |
| Wrap-Up code | Select one or more [wrap-up codes](/v1/docs/administration-wrap-up-codes). |
| Event | Select one or more call events. Refer to [Events](/v1/docs/events). |
| End reason | Select one or more reasons for ending the call. Refer to [End reasons](/v1/docs/end-reasons). |
| Campaign | Select one or more [Dialer campaigns](/v1/docs/dialer-campaigns). |
| Lead source | Select a lead source for a Dialer campaign as defined in a [campaign calling list](/v1/docs/outbound-dialer-running-a-campaign) file or [CRM-generated calling list](/v1/docs/outbound-dialer-running-a-crm-campaign). |
| Call duration (sec) | Specify a minimum and/or maximum length of interaction time, in seconds. |
| Dialing time (sec) | Specify a minimum and/or maximum length of dialing time, in seconds. |
| Talk time (sec) | Specify a minimum and/or maximum length of talk time on a voice call, in seconds. |
| Hold time (sec) | Specify a minimum and/or maximum length of hold time on a voice call, in seconds. |
| IVR (Prequeue) time (sec) | Specify a minimum and/or maximum length of time spent interacting with an IVR on a voice call, in seconds. |
| Queue time (sec) | Specify a minimum and/or maximum length of time a voice call waited in a Queue, in seconds. |
| MOS | Specify a minimum and/or maximum Mean Opinion Score (MOS) value. MOS is a measure of VoIP call quality. |
| Postcall rating | If the [Postcall rating](/v1/docs/use-case-post-call-rating) feature is enabled, search for interactions with the specified rating. |
| Keyword | If the [Speech Analytics](/v1/docs/speech-analytics) feature is enabled, search for one or more [keywords](/v1/docs/administration-keyword-groups) in interaction transcripts. |
| Conversation score | If the [Conversation score](/v1/docs/conversation-scoring) feature is enabled, search for interactions with a minimum and/or maximum sentiment score. |
| Show new numbers only | Specify that CDRs for only the first call to a number are returned. This ensures that when multiple calls are made to a number only the record of the first call is displayed. |
| Speech language | For contact centers with [Speech Analytics](/v1/docs/speech-analytics) enabled, show only voice calls transcribed in the specified language. |
| Clear filters | Click to clear all filter settings to begin a search from scratch. |
| Search | Click to initiate a search of CDRs based on the specified filter parameters. |

## **Search results overview**

Below the CDR filters on the **Call Detail Records** page is a table that lists all the interactions in your contact center that you have permission to view. The numbers in the following paragraphs reference the screenshot below.

![Reporting CDR View Interaction List](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Reporting%20CDR%20View%20Interaction%20List.png)

1. The **Call Details Record** page displays a list of all the interactions in your contact center database.
2. Use the CDR [filters](https://portal.document360.io/v1/docs/reporting-cdr#call-detail-records) 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](https://portal.document360.io/v1/docs/reporting-cdr#csv-export).
3. The page selector enables you to navigate the list of interactions.
4. Use the **Rows per page** selector to set how many records you want to see on each page of the table.
5. The [**Search results table**](https://portal.document360.io/v1/docs/reporting-cdr#search-results-table) includes a subset of CDR properties.
6. Each row of the table includes a link to the [CDR](https://portal.document360.io/v1/docs/reporting-cdr#call-details) for an interaction. Click the link to view the [**Extended Call Details**](/v1/docs/cdr-search-results) page for the selected record.
7. Click the name of an agent/supervisor to open the [**Edit user**](https://portal.document360.io/v1/docs/users-users) page for that user.

### **Search results table**

The **Search results table** includes the following columns.

| **Column** | **Description** |
| --- | --- |
| Date/Time | The date and time that the interaction ended. |
| Type | The type of interaction, including [Inbound](https://portal.document360.io/v1/docs/agent-panel-inbound-calls), [Outbound](https://portal.document360.io/v1/docs/agent-panel-outbound-calls), [Dialer](https://portal.document360.io/v1/docs/dialer-campaigns), [Click-to-call](https://portal.document360.io/v1/docs/crm-integration-overview), [HLR lookup](https://portal.document360.io/v1/docs/administration-security-access-groups), Outbound SMS, WhatsApp, Web-chat, Instagram, Facebook, Telegram, Queue Callback, [Scheduled Callback](https://portal.document360.io/v1/docs/scheduling-callbacks). |
| ANI/From | The Automatic Number Identification (ANI) associated with a call (the calling number), the [Sender ID](https://portal.document360.io/v1/docs/administration-sender-id-groups) for SMS, or the name of the originating social media account for Omnichannel interactions. |
| DNIS/To | The 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. |
| Disposition | The end-of-call status. Refer to the [Disposition codes](https://portal.document360.io/v1/docs/reporting-cdr#disposition-codes) section. |
| Queue | The inbound [queue](https://portal.document360.io/v1/docs/inbound-queues) that distributed the call. |
| Agent/Supervisor | The name of the [user](https://portal.document360.io/v1/docs/users-users) 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)** |
| Duration | The length of the interaction in hours, minutes, and seconds. |
| CPC | The cost per call or cost to send a message. |
| Wrap-Up | The [Wrap-up code](https://portal.document360.io/v1/docs/administration-wrap-up-codes) assigned by the agent at the end of the interaction. |

## **CSV export**

You can export call details from the **Call Detail Records** page. The export feature creates a comma-separated values (CSV) file containing all the records displayed in the list of records.

You can choose to export all records or a filtered subset of records.

To create a subset of records, first select the relevant filters, then click **Search** to display a list of only those records that match the search criteria.

To export the list of displayed records, click **Export CSV**. All the records in the current **Call Detail Records** page view are exported as a comma-separated values (.csv) file to your default download location. The default filename is *calls.csv*.

The *calls.csv* file contains the following fields for each call record.

Important

Not all fields contain values. Some values are specific to certain interaction types.

| **Field** | **Description** |
| --- | --- |
| Date and time | The date and time that the interaction ended. **Note:** The time is displayed according to the time zone of the [user](/v1/docs/users-users), not the [contact center](/v1/docs/administration-system-settings). |
| Type | The type of interaction, including [Inbound](https://portal.document360.io/v1/docs/agent-panel-inbound-calls), [Outbound](https://portal.document360.io/v1/docs/agent-panel-outbound-calls), [Dialer](https://portal.document360.io/v1/docs/dialer-campaigns), [Click-to-call](https://portal.document360.io/v1/docs/crm-integration-overview), [HLR lookup](https://portal.document360.io/v1/docs/administration-security-access-groups), Outbound SMS, WhatsApp, Web-chat, Instagram, Facebook, Telegram, Viber, Queue Callback, and [Scheduled Callback](/v1/docs/scheduling-callbacks). |
| ANI/From | The Automatic Number Identification (ANI) associated with a call (the calling number), the [Sender ID](https://portal.document360.io/v1/docs/administration-sender-id-groups) for SMS, or the name of the originating social media account for Omnichannel interactions. |
| DNIS/To | The 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. |
| Dest country | The destination country of the call. |
| Disposition | The end-of-call status. Refer to the [Disposition codes](https://portal.document360.io/v1/docs/disposition-codes) section. |
| Queue | The inbound [queue](https://portal.document360.io/v1/docs/inbound-queues) that distributed the call. |
| Agent(s) | The name of the [user](https://portal.document360.io/v1/docs/users-users) or users who handled the interaction. |
| Duration | The length of the interaction in hours, minutes, and seconds. |
| CPC | Cost Per Call. The charge, if any for the interaction or session. |
| Inqueue time | The length of time, in hours, minutes, and seconds, that the interaction waited in a queue. |
| Connected time | The length of the whole interaction in hours, minutes, and seconds. |
| Talk time | The length of the interaction Talk Time in hours, minutes, and seconds. |
| Wrap-Up code | The [Wrap-up code](https://portal.document360.io/v1/docs/administration-wrap-up-codes) assigned by the agent at the end of the interaction. |
| Description | The description field for the Wrap-up code. |
| End reason | The [reason](https://portal.document360.io/v1/docs/end-reasons) the interaction was terminated. |
| Template name | For SMS and Omnichannel interactions, the name of the message template. |
| Message | For SMS, the body of the sent message. |
| Call ID | The [ID](https://portal.document360.io/v1/docs/cdr-search-results#1-id) of the CDR. |
| AMD | Specifies whether [Answering Machine Detection](https://portal.document360.io/v1/docs/use-cases-amd) (AMD) was used. 1 = yes. 0 = no. |
| Campaign | The name of the [Dialer campaign](/v1/docs/outbound-dialer-campaigns-overview). |
| Strategy | The [strategy](/v1/docs/outbound-dialer-campaigns-overview) used for the Dialer campaign |
| Dailer-Waiting | The duration that Dialer was in the waiting state. |
| Score | If the [Conversation score](/v1/docs/conversation-scoring) feature is enabled, search for interactions with a minimum and/or maximum sentiment score. |
| Postcall rate | If the [Post Call Survey](https://portal.document360.io/v1/docs/use-case-post-call-rating) feature is enabled, this is the call score value selected by the contact. |
| Call note | If the [Call notes](https://portal.document360.io/v1/docs/call-notes) feature is enabled, this field contains the call notes added by agents during the call and during after-call work. |
| Summary | If the [Speech Analytics](/v1/docs/conversation-summary) feature is enabled, the conversation summary highlights important points and key topics from the transcript. |

See Call Detail Record.

A user who handles inbound and/or outbound interactions with contact. Sometimes referred to as a Customer Service Representative (CSR). The front-line employee who interacts directly with contacts and assists with tasks such as placing orders, resolving billing issues, and answering policy questions.

The process of automatically directing calls through your contact center network to IVRs, queues, agents, recordings, agents, and voicemail.

Short Message/Messaging Service. A text messaging service component of telephone, Internet, and mobile devices. It uses standardized communication protocols that lets mobile devices exchange short text messages. Voiso enables agents to send SMS to contacts.

Contacts can move seamlessly between one communication channel and another, while the contact center tracks all the interactions as a single conversation. A conversation might begin as a webchat, progress to a phone call, and conclude with a offer being made by WhatsApp. This is an advance over multichannel where a contact center offers multiple, but unrelated communication channels, such as voice, webchat, WhatsApp, and so on.

Application Programming Interface. A set of functions and procedures allowing developers to create applications that access the features or data of an operating system, application, or other service.

In a contact center, the person responsible for leading, monitoring, and training a team of agents.

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.

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.

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 technology that places inbound voice calls and omnichannel interactions into a virtual waiting line in which contacts waits to be connected with an agent. Queues direct calls to the best available agent to reduce waiting times. Interactions with different priorities can be assigned to different queues. Queues can play music and other messages to callers waiting to connect to agents. Voiso queues also offer contacts a callback option if the wait time on the queue is long.

Events are significant changes of state for a call. For example, when a call is dialed, a dialing event is generated for the call. Voiso logs the time of call events.

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.

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.

An area of the world that observes a uniform standard time for legal, commercial, and social purposes. Time zones commonly follow the boundaries between countries and their subdivisions instead of following evenly spaced divisions on the globe for the convenience of keeping a consistent time.

The amount of time a contact spent interacting with an agent between the initial greeting and conclusion of a conversation. It comprises anything that happens during a call, including hold time and conference time. It can include inbound time and outbound time.

Answering Machine Detection. A technology that helps identify calls answered by voicemail and answering machines, then terminates those calls without connecting them to an agent. AMD increases the number of live conversations your agents can have during a shift. The call can be added to the redial list.

Sentiment is the emotional tone or attitude expressed by participants in a conversation. Voiso Conversation Scoring uses AI-driven Speech Analytics to determine and categorize the sentiment of each party as positive, negative, or neutral.

## Related

- [Inbound](/inbound.md)
- [Outbound](/outbound.md)
- [Omnichannel Workspace](/omnichannel-workspace.md)
- [Disposition codes](/disposition-codes.md)
- [Events](/events.md)
- [Extended Call Details: Overview](/cdr-search-results.md)
- [Using Call Detail Records to monitor interactions](/supervisor-workflows-using-the-cdr.md)