Call Details Report

The Call Details Report (CDR) provides an in-depth overview of individual call metrics, including duration, campaign name, dynamic DID number, and more. It serves as a critical resource for supervisors to monitor agent performance and identify opportunities for improvement within the contact center.

Quick Access via Search

Use the Search bar at the top of the report page to find specific call data.

Search options:

• Default View
  • Caller ID
  • Call ID
  • UUI (Note: Max 500 characters supported)
• Detailed View
  • Call ID
  • UCID
  • Caller ID
  • UUI (Note: A maximum of 500 characters can be searched)

Filter by Date

Use the Date Filter located next to the search button:

• Today: Narrow down with a specific time range using "From" and "To".
• Last 3 Days: Pull recent historical data for quick evaluation.

Filter by Attributes

Utilize the Filter option to refine your data. You can filter data by the following criteria:

• Agent Name
• Campaign Name
• Location
• Phone Name
• Skill
• Transfered
• Call Event
• Call Type
• Status

UUI Column Note

By default, the UUI field in the CDR is empty. Information only appears here if variables are configured within the IVR to push specific values into the UUI.

Hold Duration Tracking

Admins can now view the Hold Duration parameter in the CDR, which represents the total time the caller was placed on hold across multiple agents in a single call.

Ratings and Comments

• In the Detailed View, admins can add ratings and comments to individual calls for quality monitoring and agent feedback.
• In the Default View, these fields are visible but not editable.