CDR Log

The CDR (Call Detail Record) log includes details of all incoming and outgoing call data for a specific project. Data includes details such as caller and called contact’s name, call time and duration, terminated and rejected calls, as well as call voice recordings.

Table of Contents

• Accessing the CDR Log Interface
• CDR Log Overview
• To Listen to a Call Recording
• To Download a Call Recording
• To Filter Log Entries Based on Minimum Talk Time
• To Modify Record Details
• Including Specific Database Fields in the CDR Log
• To Mark Which Database Fields to Include
• Displaying special CDRs
• Special CDRs
• Example

Accessing the CDR Log Interface

1. Select a project from the project list, then select Logs and statistics > CDR log.
2. Set the time period you need the log for.
3. Optional: press for more filtering options.
4. Press Search.

CDR Log Overview

Former name	Name	Description
Nr	No.	Row number
		Play call recording
		Download call recording
		Open rating (Quality Management)
Project identifier	Project ID	Project identifier number. It is generated when a project is created.
uuid	UUID	A unique call identifier.
Short call identifier	Short Call ID	Call event short identifier number. It is generated when a call is initiated or a call enters a queue. The number can be read back to the clients.
Source	Source	The phone number the call was initiated from.
Destination	Destination	The phone number the call was initiated toward.
Destination Name	Phone Number Label	The phone number's label. You can edit phone number labels on the Phone numbers interface.
Direction	Direction	The route of the call.
Agent	Agent	The agent who handled the call.
External extension	Extension	The user's extension number. Available only if the user's calls are connected to an IP phone.
UniqueID	Record ID	Record identifier number. It is generated when a record is created. This number is unique to each record in a given project. (If empty, the call was either an inbound call that was not handled or an outbound custom call.)
Start time/Answer time	Start/Answer Time	Time when the call was initiated or answered. Otbound calls: calculated from the time the call was connected (the call starts ringing or the agent is informed that the client is not available). Inbound calls: calculated from the time the first process answers the call.
Billing starttime	Billing Start Time	The start time of the billing interval. Outbound calls: calculated from the time the client answers the call. Inbound calls: calculated from the time the first process is reached.
Callback date	Callback Date	The time the client is scheduled to be called back.
Prework	Prework Time	The time the agent spent in Prework state. Prework includes administrative tasks required to be done before the call starts. This value is estimated based on client-side measurements. For accurate measurements, refer to the Global Call Statistics and User State Log interfaces.
Ring time	Ring Time	Length of ringing before the call was answered, rejected or timed out.
Billing time	Billable Time	The amount of time to be billed.
Talk time	Talk Time	Length of the conversation. Call on hold is not included.
Hold	Hold Status	The total time the client was placed on hold.
Afterwork	Afterwork Time	The time the agent spent between finishing a call and setting a disposition to it. This value is estimated based on client-side measurements. For accurate measurements, refer to the Global Call Statistics and User State Log interfaces.
Sum work time	Handling Time	The time the agent spent working on the record. (Includes Prework, Ringing, Talk time, After call work. If no agent was connected, the value is zero.)
Dialer	Dialing Mode	The dialing mode that was used to initiate the call. (Manual, Power, or Predictive. Inbound calls are marked as Inbound.)
Disconnect Cause (code)	Disconnect Cause Code	A code used to identify the cause of call disconnection. To learn more about these codes, please refer to a FreeSWITCH hangup cause code table.
Audio file status	Call Recording Status	Status of call recording. (Active, Downloaded, Archived, etc.)
Archived at	Date Archived	The time the call recording was archived at.
		Move call recording to trash
		Delete call recording
Queue	Queue	The queue from which the client was connected to the agent.
Time in queue	Queue Time	The time the client spent in the queue.
Time spent before queue	Time Before Queue	The time the client spent in the call before entering the final virtual queue, including time spent in the IVR menu. Any time spent in a virtual queue is not included.
Disposition	Disposition	The disposition allocated to the record by the agent or the dialer.
Disposition comment	Disposition note	A comment added by the agent or the dialer.
Outcome	Disposition Outcome	The outcome of the disposition. (Not Reached, Reached, or Successful)
Type	Disposition Type	Disposition type. (Callback, Shared callback, Finished, or a system disposition.)
Rate (QM)	Rating (%)	The Quality Management result obtained during the evaluation, in percentage.
Unit price	Prefix Name	The prefix name of the phone number used in the project.
Currency	Currency	The currency used for call billing.
Prefix price	Prefix Minute Rate	Minutes charged for the phone number used in outbound calls. Cost is based on the individual contract.
Billing minutes	Billable Minutes	Billable minutes for the call.
Call price	Call Cost	Total cost of the call.
Scores	Scores	The score field's value; a variable. The field must be set up in the project's inbound settings. If the vcc_score field value is set with inbound processes, then the value equals the processes' content. If there are multiple fields, then the values are presented in alphabetical order, separated with a vertical bar | character.
Hung up by	Hung Up By	The party who ended the call. (Agent or client. If empty, the call disconnected.)
Trashed by	Trashed By	The user who moved the call recording to trash.
Deleted by	Deleted By	The user who deleted the call recording.

Note: Click here to view the Hungarian version of this table.

Tip: Add or remove additional information columns by using the button.

To Listen to a Call Recording

1. Select a project from the project list, then select Logs and statistics > CDR log.
2. Set the time period you need the log for.
3. Optional: press for more filtering options.
4. Press Search.
5. Hover your mouse over a call record, then press .

To Download a Call Recording

1. Select a project from the project list, then select Logs and statistics > CDR log.
2. Set the time period you need the log for.
3. Optional: press for more filtering options.
4. Press Search.
5. Hover your mouse over a call record, then press .

To Filter Log Entries Based on Minimum Talk Time

1. Select a project from the project list, then select Logs and statistics > CDR log.
2. Set the time period you need the log for.
3. Press for more filtering options.
4. Select the Extended tab.
5. Enter a value in the Minimum talk time (s) field.
6. Press Search.

To Modify Record Details

1. Double-click a log entry.
2. Select the Record tab, then make the required changes to the datasheet or script pages.
3. Select the Events tab, then make the required changes to the disposition set previously, or view all related data to the record you chose.
4. Press Search.

Tip: This allows you to modify what an agent set in a record, including any input in the datasheet or script page, the selected disposition, and the callback time.

Including Specific Database Fields in the CDR Log

You can include up to 10 database fields in the project-specific CDR Log. Fields you choose to include will also be included in the CDR exports.

To Mark Which Database Fields to Include

1. Select a project from the project list, then select Database > Fields.
2. Select an existing field, then select an option from the Include in CDR log as drop-down list.
3. Press Add values.

Displaying special CDRs

You can define in the Extended filtering whether you would like to display special CDRs or not (it is displayed by default).

Special CDRs

Special CDRs are in general not billed for and could include the following:

1. Calls where the agent has initiated attended or blind transfer, but ultimately the call was not transferred successfully
2. Calls made within internal systems
3. Calls initiated manually by an agent, but declined by the recipient (e.g. busy signal)
4. Calling VCC Live support from the tool
5. Transferred leg of a transferred call after an inbound call to a toll-free number

The CDR log can still include multiple CDRs for the same call after excluding special CDRs in case it was successfully transferred (applies to both inbound and outbound calls)

Example

An inbound call is answered by an agent. The agent uses attended transfer to discuss the caller’s question with a colleague. The colleague advises to transfer the call to an external number. The attended transfer is ended by the agent and the call is moved to an external number with a blind transfer.

In this example, non-special CDRs displayed include:

• inbound call for the agent
• blind transfer to an external number (if picked up)

Special CDRs displayed include:

• attended transfer attempt to the colleague with the call reclaimed by the agent
• blind transfer to an external number (if not picked up)