Call Detail Report (CDR) provides multiple data points to help users derive insights around the historical call data available in the system for a defined time duration specific to a Line of Business (LOB)/company name.
Toku's CDR provides a wide range of report filters, allowing businesses to filter the data based on their requirements and needs. These filters can be the start date, end date, specific time of the day, LOB, location, type of call (Inbound/outbound call), etc.
The CDR is accessible to Admins and Supervisors. Depending on the business needs, the admin can allow/restrict the supervisor's view of these reports.
CDR Filters
| CDR Filters | Definitions |
|---|---|
|
Start Date |
This filter tab allows users to pick the date (from the calendar) and time (from the timer) from when they want to see the report.
Time format: HH:MM:SS |
|
End Date |
This filter tab allows users to pick the date (from the calendar) and time (from the timer) up to when they want to see the report.
Date format: YYYY-MM-DD Time format: HH:MM:SS |
|
Line of Business (LOB) |
The line of business (LOB) provides a dropdown menu to the user with the company name of the particular part of the business line.
For example, in the banking industry, the Line of Business can be ABC Insurance, ABC Investment Banking, etc. It can also be customised based on the needs of the customer. |
|
Agent Location |
The user can use this filter to select which country's insights they want to view from the drop-down menu. For example: If the company business is located in India, Singapore, Taiwan, and Indonesia, then the user can either view the "All Agent Location" or the data for specific countries like only Singapore, India, etc. |
|
Phone Number |
With this filter, the user can search the data with the "Phone Number". For example, a user can view insights for a particular number by copying and pasting the customer's phone number with additional required filters and pressing the search button. |
|
Min. Call Duration (secs) |
In this filter tab, the user can search the data with the "Call Duration." Note: The duration is in seconds. If the user wants to search for insights or calls lasting at least 120 seconds, enter 120 secs in the "Min. Call Duration (secs)" tab and press the search button. |
|
Agent |
In this filter tab, the user can search/view the data for a specific Agent.
|
|
Unique ID |
Every call, whether inbound or outbound, has a unique ID to it, which consists of a 10-digit number. The user can filter the data by Unique IDs with this filter tab. For example, if the Agent wants to share the call details with the Supervisor/Admin of a particular customer, the agent can share the "Unique ID", and the Supervisor can enter it into the Unique ID field and press the search button. |
|
Direction |
This filter gives you a dropdown menu of the three categories: All, In, and Out. "All" means "All calls," "In" means "Inbound Calls," and "Out" means "Outbound calls."
|
CDR Buttons
| CDR Buttons | Definitions |
|---|---|
|
Clear |
This button's function is to clear all filters. Once you click on this button, the view returns to the original page, showing the last two hours of the present-day records. |
|
Export |
This button's function is to export the report in the excel format from the Admin Portal. Once you have entered the filter details, press the search button to view the insights. To export the data, you can click on the "Export Button", which will give you an option to "Include Dropped Calls" in the report. To include dropped calls, tick the box. To exclude dropped calls, don't check the box and click on the 'Okay Button'. The download pop-up will appear on your screen where you can click to view the file on your device. |
|
Search |
This button's function is to carry out search operations by the user after applying all the filters. |
CDR Fields
| CDR Fields | Description |
|---|---|
|
Ring Duration |
Amount of time between when the phone rings after the agent has placed the call and before the customer picked it up. Ring duration only applies to outbound calls. |
|
Raw Duration |
Total time when the agent is busy on a call. For outbound, it includes call setup time, ringing time and talk time. For inbound, it includes ringing time and talk time. |
|
Call Duration |
The total talk time between the agent and the customer after the connection is established in mins. |
|
Call Quality |
Call Quality is based on Mean Opinion Score (MOS), which is a measure of voice call quality standardized by ITU-T. This field measures the quality of the call which is scored based on five values: Best, High, Medium, Low, Poor, and No Data. Options are Best (score above 4.3), High (score between 4 and 4.3), Medium (score between 3.6 and 4), Low (score between 3.1 and 3.6), Poor (score below 3.1), and lastly, No Data when the system couldn't assign any score e.g. call was not established. |
|
Action |
This field allows the user to listen, view or download transcripts of the recordings of each call.
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CDR Fields (Export/Excel File): After you export the insights from Toku's Admin Portal, you will find more columns with more details. Here are the following fields:
- Destination ID: Displays the number dialed by the caller during inbound calls. This is the helpline number shared with external customers.
- Timestamp: When the call came in and was answered by IVR
- Timestamp: When the queue picked the call
- Timestamp of assigned to an agent
- Timestamp of call ended
- Timestamp of call resolved
- Duration of Talk time (minutes): The call between the customer and the agent.
- Duration of Hold time (minutes): Duration of when the call was on Hold.
- Duration of call waiting in queue (minutes): Duration of when the call was waiting in the line to connect to the agent.
- Post-Call Survey (PCS): If the user is taking any Post-Call Survey for the call
- Is Transferred To PCS: This field has two options: True and False. If the call was transferred to the PCS, then the logic is True; else, it is False.
- Queue Name: This is the call queue where the call landed after IVR selection.
-
Hang-up By: This field has three options: Operator, Customer and Agent. A complete list of SIP response codes (status codes) with descriptions is available here.
Agent Hangup: Users directly accessing and using the Toku CCaaS platform to make or receive calls.
Customer Hangup: End user calling or receiving the call from the Toku CCaaS platform.
Operator Hangup: Operator here signifies call hanged-up due to system, network, connectivity etc.
Hangup by will be updated based on the logic detailed below.
- SF (Salesforce) Case Id: In a scenario where a call is handled using a Salesforce CTI, the case number of the auto case created at Salesforce will be added here. In the case of other CRM, it will contain cases created in that specific CRM.
- Disposition: If you are looking at the XLSX, it contains a value from the Disposition dropdown of the Agent/Omnichannel portal when a call has ended, and the agent is on the wrap-up screen.
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