Report Purpose
The Call Detail Report is a fundamental operational reporting tool that presents detailed and comprehensive data for all inbound and outbound interactions on a call-by-call basis. The primary objective of this report is to track the lifecycle of each call from start to finish, calculate performance metrics, and conduct a deep-dive analysis of operational efficiency and customer experience.
Scope and Level of Detail
This report addresses interactions across all call center channels (Operator Calls, WhatsApp Calls, Click2Connect, Distribution Groups, Campaigns, etc.) individually. It provides management and operations teams with visibility into:
When a call was received or initiated and from which channel.
Which queue the call entered and the wait time.
Which agent answered the call and at what time.
How the call concluded (Disposition/Wrap-up code, tags).
📊 Key Analysis Areas
The report is used to conduct critical analyses in the following areas:
Agent Performance: Analysis of the agent's Average Handling Time (AHT), wait times, Service Level (SL) contribution, and call termination status (Local vs. Global disconnects).
Customer Experience & Service Level: Insights into Wait Time, Time spent in IVR, Abandoned Calls, Short Calls, and whether the targeted Service Level was achieved.
Operational Efficiency: Evaluation of call distribution to queues and agents, Blacklist status, and Call Direction (Inbound/Outbound).
Technical Analysis & Troubleshooting: Detection and resolution of technical issues via Voice Recordings, Call Unique IDs, ACD Date/ACD, Gateway information, and custom variables.
Report Filters
The report offers comprehensive filtering options, allowing users to access only the specific data they need to focus on.
Agent: Filter to generate a report specific to a particular agent.
Queue: Filter to generate a report specific to a particular queue.
Hunt Group: Filter to generate a report specific to a designated hunt group.
Local Hang-up: Filter by selecting "Yes/No" to see who terminated the call (System/Agent side).
Agent Custom ID: Filter using the Agent's specific ID (MT Custom ID).
Date: Filter data within a specific date range.
Time: Filter data within a specific time range.
Voice Recording URL: Option to include the link to the call recording.
Column Name | Function / Description |
Call ID, Call Unique ID | The unique identifier assigned to the call by the system. |
Queued | Indicates if the call entered a queue to reach an agent (1/0). |
Answered | Displays "1" if the call was answered. Appears blank if the call was abandoned or a short call. |
Answered By / Agent | Shows the name of the agent who answered the call. |
Assigned | Indicates that the call was assigned to a customer representative. |
Abandoned | Displays "1" if the call entered the queue and was abandoned (hung up before answer). Appears blank if not abandoned. |
Dequeue | Takes the value "1" if the call was moved/transferred from one queue to another. |
Call Date / Queue Date | The exact date and time the customer called the system or entered the queue. |
Connect Date | The exact date and time the call connected the customer to the agent. |
End Date / Disconnect Time | The exact date and time the call was terminated (by the agent or the customer). |
Wait Time | The duration the call waited in the queue. |
Call Duration | The actual duration the agent spoke with the customer (Talk Time). |
Hold Count / Hold Duration | The number of times and total duration the agent put the customer on hold during the call. |
Service Level (SL) | Indicates whether the call was answered within the defined Service Level target (e.g., 20 seconds). |
Short Call | Shown as "1" if it is classified as a short call (usually a very short duration or quick abandon). |
Caller ID / Phone Number | The phone number of the customer initiating the call. (May also contain the business number depending on call direction). |
Dialed Number / DNIS | The number the customer dialed to reach the call center (May also contain the customer number depending on call direction). |
Call Direction | Indicates whether the call is Inbound or Outbound. |
Queue | Specifies the queue to which the call was assigned. |
Agent Custom ID | Custom ID information defined for the agent. |
Local Disconnect | Displays "1" if the call was terminated/hung up by the agent side. |
Voice Recording | Displays "1" if the call was recorded. |
Custom Variables | Custom variables assigned to the call throughout its duration. |
Source | The origin/source of the call (e.g., website, mobile app, direct dial). |
Tenant | The tenant information where the call took place. |
First Queue | Information regarding the first queue where the call was answered. |
Last Menu Step / IVR | Information on which step the call ended within the IVR flow. |
Tags | Free text or tags added to the call by the agent or system (e.g., "Complaint_Product_X", "Urgent"). |
Disposition | Shows the technical result of the call attempt. Values and descriptions:CHANUNAVAIL: The person/phone called is not connected to the AloTech platform. Could be a network problem, device failure, or not installed.NOANSWER: The dialed phone did not answer.ANSWER: The dialed phone answered and a conversation occurred.BUSY: The dialed phone is busy.CANCEL: The caller hung up while the phone was ringing.CONGESTION: A special result code shown in rare cases where the call could not be delivered or answered due to momentary network changes. |
Wrap-up Code | The classification code defined for queues. If the agent selects a wrap-up code at the end of the call, the selected value is shown. |
Blacklist | Takes the value "1" if the called or calling number is on the blacklist. |
Click2Connect | Indicates whether the call is a Click2Connect call. |
WhatsApp Call | Indicates whether the call is a WhatsApp call. |
Customer Name / Email / Phone | Personal information entered into the form by the end-user if the call is a Click2Connect call. |
Usage
Select the Reporting > Call > Call Details report.
Then, click the "Create" option to define the report filters.
After applying your desired filters, click the "Create" button to start generating the report.
You can download the report to your device by clicking the "Download" icon in the "Action" column.
