---
title: "Using Call Detail Records to monitor interactions"
slug: "supervisor-workflows-using-the-cdr"
description: "Use the Call Detail Records (CDR) to review interaction details and evaluate call quality, agent service, call audio, and speech analytics."
tags: ["CDR", "call detail record", "call recording", "recording", "transcript", "speech analytics", "speech recognition", "reporting", "voice quality", "MOS", "Mean Opinion Score", "Call History", "Call score", "score"]
updated: 2025-09-24T15:42:59Z
published: 2025-09-24T15:42:59Z
canonical: "docs.voiso.com/supervisor-workflows-using-the-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.

# Using Call Detail Records to monitor interactions

**Who should read this article**: Supervisors

Use the Call Detail Records (CDR) to review interaction details and evaluate call quality, agent service, call audio, and speech analytics.

## Introduction

Voiso maintains a Call Detail Record (CDR) for every interaction handled by your contact center. Each CDR includes a wealth of information about the interaction that you can use to analyze the performance of your contact center and your Agents. The Voiso CDR also includes a recording and transcript of each interaction.

The Voiso CDR page is a multi-criteria search and filtering tool. To find interactions, specify search parameters for one or more filters, then click **Search** to return a list of interactions that match the criteria. Click an interaction to view the details.

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

For details about each filter, refer to [CDR](/v1/docs/reporting-cdr).

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. |

## Use Case: Voice Quality Analysis

Voiso assigns a Mean Opinion Score (MOS), an objective measurement of call quality, to every call. You can use the MOS to evaluate how much Latency, Jitter, and Packet loss your network or a particular agent is experiencing.

Voiso makes the following recommendations for interpreting your MOS values:

| MOS | Quality |
| --- | --- |
| 4.3-5.0 | Very good |
| 3.7-4.2 | Good |
| 3.2-3.6 | Poor |
| 2.6-3.1 | Bad |
| 1.0-2.5 | Very bad |

To use the MOS filter to review call quality, follow these steps:

1. In the Voiso navigation bar, navigate to **Reporting >CDR**.
2. Add a filter for a date or date range.
3. Add other filters according to your business needs.
4. Select a MOS range by specifying a minimum and maximum MOS value. Values of MOS are stored as single decimal numbers between 1.0 and 5.0. Refer to the table above to help you interpret the meaning of the MOS values. For example, to find all the calls with Very Bad to Poor MOS, specify 1.0 as the minimum and 3.6 as the maximum.  

![Supervisor Guide CDR MOS Filter](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Supervisor%20Guide%20CDR%20MOS%20Filter.png)
5. Click **Search** to filter the Call Detail Records for those that match your criteria.  

![Supervisor Guide CDR MOS Filter Bad Quality](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Supervisor%20Guide%20CDR%20MOS%20Filter%20Bad%20Quality.png)

## Use Case: Call History With Advanced Search

The [CDR](/v1/docs/reporting-cdr) page is designed to let you comb your data with over 30 call parameter filters to gain insights into performance by call duration, call outcome, call events, and many more.

For example, you could ask how many Outbound sales calls has a specific agent completed so far this year?

Use the **Dates** selector to choose **This year**.

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

Next, select **Outbound** from the **Type** field, the name of the agent or agents from the **Agent/Supervisor** field, and the wrap-up code that you have specified represents completed sales from the **Wrap-up code** field. Finally, click **Search** to filter the CDRs to show only those matching your criteria.

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

With the filter applied, the **CDR** page displays only those interactions that match the criteria you specified. In this example, the wrap-up code **2112** represents a type of sale.

![Supervisor Guide CDR Filter Query Example Results](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Supervisor%20Guide%20CDR%20Filter%20Query%20Example%20Results.png)

Refer to the [CDR](/v1/docs/reporting-cdr) article for details about the available filters.

## Use Case: CDR call recordings

Voiso includes a recording in the Call Detail Record of every voice call. Use the CDR filters to find specific calls that you want to review.

The call recording **Audio** player (1) is at the bottom of the Call Details page. Click the **Play** button to listen to the recording. Use the playback speed button (2) to change the speed of the recording playback. Adjust the playback volume with the **Volume** slider (3). Download the recording (if this permission is granted to your role) as an *.mp4* file by clicking the **Download** button (4).

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

## Use Case: Call transcription and speech analytics

If the **[Speech Analytics](/v1/docs/speech-recognition)** feature is enabled in your contact center, voice calls that are longer than a [specified threshold value](/v1/docs/administration-system-settings#speech-analytics) are transcribed to text and analyzed using AI.

Reviewing call recordings to ensure compliance with your organization's standards is time-consuming for supervisors. With the transcripts produced by the **Keywords** and **Speech analytics** features, supervisors can quickly review the content of a call recording without spending time listening to the audio.

The [Extended Call Details](/v1/docs/cdr-search-results) record for each analyzed call recording includes the transcript with highlighted keywords and a table displaying the count of keywords, the group they belong to, and the person who said the keywords.

Transcripts enable Supervisors to review conversations quickly, and the highlighted content permits supervisors to focus on the crucial quality elements, ensuring that calls are handled correctly.

          Tip

          

You can specify the minimum call duration for transcription by setting the **Transcribe calls with talk time over x sec** option in the **[Speech analytics](/v1/docs/administration-system-settings#speech-analytics)** section of the **System settings** page.

#### Filtering by keyword

Use the **Keyword** filter in the **Call Detail Records** page to search for interactions where that keyword or keywords occur in the transcript.

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

#### Call transcript

The **Call transcription** panel is displayed at the bottom of an extended call detail record page after the audio clip. Use the **Search** field to find specific words and phrases in the transcript.

![Keyword Groups Highlighted Keywords](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Keyword%20Groups%20Highlighted%20Keywords.png)

The transcript includes timestamps for each spoken part. Click the timestamp to go directly to that part in the recording to hear the speech in context.

## Use Case: Automatic transcript translation

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 <your preferred language>** 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)

## Use Case: Call Score

The Voiso [Post Call Rating](/v1/docs/use-case-post-call-rating) feature enables your contacts to quickly and easily rate your service. If there are problems, the survey results find them faster for you than traditional post call analysis. Post call ratings are stored in the Call Detail Record (CDR) for each call. You can quickly retrieve ratings by filtering the CDR by **Call Score**.

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

You can choose to filter by **All scores**, a specific score, or **No score**.

- Calls with no score are those where a contact did not participate in the survey, failed to select a number, or selected a number other than 1 through 5.
- Filter by 1 to find all the lowest-rated calls.
- Filter by 5 to find all the top-rated calls.

          Tip

          

Choose **All scores**, then download a call rating report from the CDR by selecting **Export CSV**. You can import the CSV into a spreadsheet and graph the results by different parameters such as agent, date range, campaign, and so on.

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.

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.

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.

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

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.

In a VoIP network, latency is a measure of the delay in travel time, delivery, and processing of network data.

On a VoIP network, jitter is a measure of the variation in the delay of processing packets of voice information. When jitter is high, the call might experience breaks in the call audio.

On a VoIP network, packet loss is a measure of the percentage of packets of voice data that are lost during a call.

Artificial Intelligence. A cognitive technology that uses and analyzes data, algorithms, and programming to perform actions, predict problems, and adapt to changing states.

Comma-Separated Values. A data file format where the content is structured in tabular form. Fields (data values) are separated by commas. Rows (records) are separated by line feeds. Voiso supports UTF-8 format for CSV files. CSV files allow interchange of data between spreadsheet applications, text files, and database. It is a common format for importing and exporting data. Each row represents a record. Each value represents an attribute.

## Related

- [Call Detail Records overview](/reporting-cdr.md)
- [Call Recording](/recording-call-recording.md)
- [Speech Analytics overview](/speech-analytics.md)