VCC Live®

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.

Note: Read more about the available logs in the Logs, Monitoring and Statistics section.

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

Table of Contents

• To View the CDR Log
• 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

To View the CDR Log

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.

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.