---
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", "speech recognition", "MOS", "transcript", "recording", "Call History", "Call score", "speech analytics", "score", "voice quality", "reporting", "Mean Opinion 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

{{variable.AudienceSuper}}

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

## Introduction
{{variable.BrandName}} maintains a {{glossary.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 {{glossary.Agent}}s. The {{variable.BrandName}} CDR also includes a recording and transcript of each interaction.

The {{variable.BrandName}} 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){height="" width="500"}

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

{{snippet.CDRFiltersTable}}

## Use Case: Voice Quality Analysis
{{variable.BrandName}} assigns a Mean Opinion Score ({{glossary.MOS}}), an objective measurement of call quality, to every call. You can use the MOS to evaluate how much {{glossary.Latency}}, {{glossary.Jitter}}, and {{glossary.Packet loss}} your network or a particular agent is experiencing.

{{variable.BrandName}} 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 {{variable.BrandName}} 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){height="" width="500"}
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){height="" width="500"}

## 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){height="" width="426"}

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){height="" width="500"}

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){height="" width="500"}

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

## Use Case: CDR call recordings
{{variable.BrandName}} 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){height="" width="500"}

## 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 {{glossary.AI}}.

{{snippet.SpeechAnalyticsUseCase}}

## Use Case: Automatic transcript translation

{{snippet.automaticTranscriptTranslation}}

## Use Case: Call Score
The {{variable.BrandName}} [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){height="" width="500"}

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.

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

## Related

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