CDR Log

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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.

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

Table of Contents

To Access 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 Expand icon for more filtering options.
  4. Press Search.

CDR Log Overview

Former name Name Description
Nr Row number
Play icon Play icon Play call recording
Download icon Download icon Download call recording
Quality Management icon Quality Management icon Open rating (Quality Management)
Project identifier Project ID Project identifier number. The number is generated when a project is created.
uuid UUID Unique call identifier number.
Short call identifier Short Call ID Call event short identifier number. The number 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. (VCC Live menu > Tools > Phone numbers.)
Direction Direction The direction of the call. (Inbound or Outbound.)
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. The number is generated when a record is created. This number is unique to each record in every project.
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 Time The total time the client was placed on hold.
Afterwork Afterwork Time Time the agent spent in After call work state. After call work includes finishing administrative tasks after the call ended. 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.
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.
Delete icon Delete icon Move call recording to trash
Delete icon Delete icon Delete call recording
Queue Queue The queue from which the client was connected to the agent.
Time in queue Queue Time Time the client spent in the queue.
Time spent before queue Time Before Queue 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 dialer.
Disposition comment Disposition Note A comment added by the agent or 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) 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 aplhabetical 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.

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 Expand icon for more filtering options.
  4. Press Search.
  5. Hover your mouse over a call record, then press Play icon.

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 Expand icon for more filtering options.
  4. Press Search.
  5. Hover your mouse over a call record, then press Download icon.

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 Expand icon 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.

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