CDR¶
Go to Listings β CDR to see the Call Detail Records of your contact centre: a technical log with one record for every call that reached your phone system, whatever happened to it. Use it when a call is missing from Calls β for example to check whether a customer really called, and whether the call ended in an IVR, a time condition or another routing step before it ever reached a queue.
A CDR is created for every call, regardless of how it turns out. When a call is routed to an IVR or a time condition and ends there, no interaction and no activity are created β the CDR is then the only record of it, and its Terminated without interaction column shows the routing step where the call ended. If the call reached a queue, its CDR is linked to the call interaction and, once an agent took it, to the agent's activity.
To see the CDR list, your access must include the CDR listing. You only see calls of the users and queues your rights make visible to you.
CDR List¶
Filter by Time created, Time closed, Direction (Incoming, Outgoing or Internal), Source number and Destination number, then click Search.
| Column | Description |
|---|---|
| Time created | When the call started. |
| Time closed | When the call ended. |
| Source number | The number the call came from β the customer's number for incoming calls. |
| Destination number | The number that was dialled. |
| Terminated without interaction | Only for calls that ended before reaching a queue: the last routing step (e.g. a time condition or IVR) and its target. Empty for calls that reached a queue. |
CDR Details¶
Click the Eye button in the Actions column. If the call reached a queue, this opens the call interaction details, including the Process of call β every routing step the call went through. If it did not, the CDR's own details open.
Next Steps¶
- To change where calls go before they reach a queue (IVRs, time conditions), see Call Routings.
- To see handled and missed calls with recordings and wait times, use Calls.