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
- Select a project from the project list, then select report.menu.label > cdr.menu.label.
- Set the time period you need the log for.
- Optional: press
for more filtering options.
- Press ii_find.button.label.
CDR Log Overview
Former name | Name | Description |
---|---|---|
Nr | cdrid.treecol.label | cdrid.treecol.tooltip |
play.treecol.tooltip | ||
download.treecol.tooltip | ||
qm_icon.treecol.tooltip | ||
Project identifier | projectid.treecol.label | projectid.treecol.tooltip |
uuid | uuid.treecol.label | uuid.treecol.tooltip |
Short call identifier | shortid.treecol.label | shortid.treecol.tooltip |
Source | source.label.value | source.treecol.tooltip |
Destination | destination.label.value | destination.treecol.tooltip |
Destination Name | destination_name.treecol.label | destination_name.treecol.tooltip |
Direction | direction.label | direction.treecol.tooltip |
Agent | agent.label.value | userid.treecol.tooltip |
External extension | extension.treecol.label | extension.treecol.tooltip |
UniqueID | numberid.label.value | numberid.treecol.tooltip |
Start time/Answer time | start_ts.treecol.label | start_ts.treecol.tooltip |
Billing starttime | billing_ts.treecol.label | billing_ts.treecol.tooltip |
Callback date | next_calldate.treecol.label | next_calldate.treecol.tooltip |
Prework | prework.treecol.label | prework.treecol.tooltip |
Ring time | ringtime.treecol.label | ringtime.treecol.tooltip |
Billing time | billingtime.treecol.label | billingtime.treecol.tooltip |
Talk time | talktime.treecol.label | talktime.treecol.tooltip |
Hold | hold.treecol.label | hold.treecol.tooltip |
Afterwork | afterwork.treecol.label | afterwork.treecol.tooltip |
Sum work time | sum_work.treecol.label | sum_work.treecol.tooltip |
Dialer | dialer_queue.label | dialermode.treecol.tooltip |
Disconnect Cause (code) | dc.treecol.label | dc.treecol.tooltip |
Audio file status | rec_status.treecol.label | rec_status.treecol.tooltip |
Archived at | rec_archived_time.treecol.label | rec_archived_time.treecol.tooltip |
cdr_to_trash.treecol.tooltip | ||
cdr_delete.treecol.tooltip | ||
Queue | queue.label.value | queueid.treecol.tooltip |
Time in queue | queuetime.treecol.label | queuetime.treecol.tooltip |
Time spent before queue | beforequeuetime.treecol.label | beforequeuetime.treecol.tooltip |
Disposition | dispositionid.treecol.label | dispositionid.treecol.tooltip |
Disposition comment | disposition_comment.treecol.label | disposition_comment.treecol.tooltip |
Outcome | dispositionreach.treecol.label | dispositionreach.treecol.tooltip |
Type | dispositionstatus.treecol.label | dispositionstatus.treecol.tooltip |
Rate (QM) | qm.treecol.label | qm.treecol.tooltip |
Unit price | pricetag.treecol.label | pricetag.treecol.tooltip |
Currency | currency.treecol.label | currency.treecol.tooltip |
Prefix price | prefixprice.treecol.label | prefixprice.treecol.tooltip |
Billing minutes | billingminutes.treecol.label | billingminutes.treecol.tooltip |
Call price | callprice.treecol.label | callprice.treecol.tooltip |
Scores | vcc_score.treecol.label | vcc_score.treecol.tooltip |
Hung up by | hangup_disposition.treecol.label | hangup_disposition.treecol.tooltip |
Trashed by | cdr_trashed_by.treecol.label | cdr_trashed_by.treecol.tooltip |
Deleted by | cdr_deleted_by.treecol.label | cdr_deleted_by.treecol.tooltip |
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
- Select a project from the project list, then select report.menu.label > cdr.menu.label.
- Set the time period you need the log for.
- Optional: press
for more filtering options.
- Press ii_find.button.label.
- Hover your mouse over a call record, then press
.
To Download a Call Recording
- Select a project from the project list, then select report.menu.label > cdr.menu.label.
- Set the time period you need the log for.
- Optional: press
for more filtering options.
- Press ii_find.button.label.
- Hover your mouse over a call record, then press
.
To Filter Log Entries Based on Minimum Talk Time
- Select a project from the project list, then select report.menu.label > cdr.menu.label.
- Set the time period you need the log for.
- Press
for more filtering options.
- Select the extended.tab.label tab.
- Enter a value in the minTalkTime.label field.
- Press ii_find.button.label.
To Modify Record Details
- Double-click a log entry.
- Select the record.tab.label tab, then make the required changes to the datasheet or script pages.
- Select the events.tab.label tab, then make the required changes to the disposition set previously, or view all related data to the record you chose.
- Press ii_find.button.label.
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
- Select a project from the project list, then select database.menu.label > fields.menu.label.
- Select an existing field, then select an option from the includeInCdrLog.label drop-down list.
- Press values_add.button.label.
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:
- Calls where the agent has initiated attended or blind transfer, but ultimately the call was not transferred successfully
- Calls made within internal systems
- Calls initiated manually by an agent, but declined by the recipient (e.g. busy signal)
- Calling VCC Live support from the tool
- 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)
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