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. Its primary objective 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.
Menu path: Reporting > Call > Call Details
Scope and level of detail
This report addresses interactions across all call center channels (operator calls, WhatsApp calls, Click2Connect, hunt 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 how long it waited there.
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 the 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, so you can access only the specific data you need to focus on.
Filter | Description |
Agent | Generate a report for a specific agent. |
Queue | Generate a report for a specific queue. |
Hunt Group | Generate a report for a specific hunt group. |
Local Hang-up | Select Yes or No to filter by which side terminated the call (system or agent side). |
Agent Custom ID | Filter by the custom ID defined for the agent. |
Date | Filter data within a specific date range. |
Time | Filter data within a specific time range. |
Voice Recording URL | Include the link to the call recording in the report. |
Report columns
Each column of the report represents a different stage or attribute of the call lifecycle.
Column | Description |
Call ID, Call Unique ID | The unique identifier assigned to the call by the system. |
Queued | Indicates whether 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 was a short call. |
Answered By / Agent | Shows the name of the agent who answered the call. |
Assigned | Indicates that the call was assigned to an agent. |
Abandoned | Displays "1" if the call entered the queue and was abandoned (the caller hung up before it was answered). Appears blank if the call was not abandoned. |
Dequeue | Takes the value "1" if the call was moved 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 the 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 | Displays "1" if the call is classified as a short call. |
Caller ID / Phone Number | The phone number of the customer who initiated the call. (Depending on the call direction, it may also contain the business number.) |
Dialed Number / DNIS | The number the customer dialed to reach the call center. (Depending on the call direction, it may also contain the customer number.) |
Call Direction | Indicates whether the call is inbound or outbound. |
Queue | Specifies the queue to which the call was assigned. |
Agent Custom ID | The custom ID defined for the agent. |
Local Disconnect | Displays "1" if the call was terminated 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 of the call (e.g., website, mobile app, direct dial). |
Tenant | The tenant in which the call took place. |
First Queue | The first queue in which the call was answered. |
Last Menu Step / IVR | The IVR step at which the call ended. |
Tags | Free text or tags added to the call by the agent or the system (e.g., "Complaint_Product_X", "Urgent"). |
Disposition | Shows the technical result of the call attempt. Values and descriptions: |
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 | The 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.
Click Create to define the report filters.
After applying the desired filters, click the Create button to start generating the report.
To download the report to your device, click the Download icon in the Action column.
