The Call Details report offers a comprehensive view of each call's metrics, including duration, campaign name, dynamic DID number, and more. It's intended for supervisors to track agent performance in the contact center. Generating the report allows supervisors to get a clearer picture of agent performance on calls and find ways to improve.
No information will automatically flow into the UUI column of the CDR Report by default i.e., there is no condition by default due to which information is pushed into the UUI field. Unless customers make use of some variables in the IVR to show up in the UUI column of the CDR Report based on the need.
The Admins will able to see the ‘Hold Duration’ parameter in the CDR to have a clear understanding of the call information. The Hold Duration parameter is the consolidated time for multiple hold times from multiple agents during the call duration for each call.
Updated about 1 month ago