CDR

Every call in detail, one by one

What the CDR report is

The CDR, short for Call Detail Record, is the log of every call that went through Audara. Every call means every call: the ones that came in, the ones that went out, internal calls between extensions, the ones a service like an IVR or a bot handled, and transfers.

It is the rawest report you have. The others summarise, group and work out indicators; this one shows the call exactly as it was recorded, one row per call, with its full technical detail.

The CDR report in list view, with one row per call — The CDR list view: each row is a call, with its source, its destination, its duration and its result.

That is why it is where you go to answer "what exactly happened on this call?": auditing the operation, looking into a complaint, confirming whether a call ever came in, or pulling the raw data out to analyse it elsewhere.

Note

If you have Rates set up, the CDR also shows you what each outbound call cost on the route it took.

Using the CDR report

The CDR comes in two views, and the yellow button on the toolbar switches between them. The list shows calls one by one and is the one for hunting down a specific case. The graph groups those same calls into counts and average duration, and into call types, and is the one for seeing the shape of your traffic.

The CDR report in graph view, with call counts and their average duration — The CDR graph view sums up the same thing the list holds: how many calls there were and how long they lasted on average.

How the toolbar, the view switch and the CSV download work is in the Reports article, because it is the same everywhere.

The CDR filters

Here is where it differs. The CDR carries the finest filters in the whole analytics module, because it is built to find one call among thousands:

Date: Today, Yesterday, Last 7 days or Range. The CDR does not offer the year option.
Departments: Narrows the search to one area.
Call ID: The direct lookup by unique identifier, for when you already know which call you want.
Source and Destination: The numbers, each with its own condition: Contains, Exact, Starts with or Ends in.
Caller ID: The caller ID, with those same four conditions.
Prefix: Picked from the ones your operation actually uses.
Channel: The technical channel the call came in or went out on.
Time (mm:ss): The duration, with the conditions Equal to, More than and Less than.
Call Type: All, Incoming, Outgoing, Internal, Services, Agent Call or Transfer.

Important

The CDR date range is capped at 31 days. Once you pick the start date, the end date calendar will not let you go past that. If you need a longer period, the query goes in chunks.

Field dictionary

The downloaded file carries 35 columns, in this order. The table on screen shows fewer, and the columns button lets you choose which.

Field	Description
callType	Call type: incoming, outgoing, internal, service
uniqueId	Unique identifier for this call
userField	Origin marker for the record. On mobile calls it reads `MOBILE`
accountCode	Account code. On mobile calls this is what stands in as the source
sourceUserName	Name of the user placing the call
source	Source number
destinationUserName	Name at the destination
destination	Destination number
dcontext	Call context: the flow, campaign or IVR it passed through
clid	Full caller ID
sourceChannel	Technical channel at the source
destinationChannel	Technical channel at the destination
lastApp	Last application the call ran
lastData	Data tied to that last action
callDate	Call date
callTime	Call time
duration	Talk time, as `hh:mm:ss`. It counts from the moment someone answered, not from the first ring
amaFlags	Billing marker set by the switch
agentNumber	Number of the agent who took the call
dialerId	Dialer identifier, if the call came from one
comment	Comments or metadata
linkedId	Identifier that ties several calls together, such as the two legs of a transfer
peerAccount	Account at the other end
sequence	Order number of this record within the call
amdStatus	Answering machine detection result: human or machine
dnis	Number that was originally dialled
sourceExtension	Source extension
destinationExtension	Destination extension
sourceDepartment	Source department
destinationDepartment	Destination department
disposition	Result: `ANSWERED`, `NO ANSWER`, `BUSY` and so on
prefix	Prefix the call used
costMin	Cost per minute
costSec	Cost per second
rateCurrency	Currency the cost is in

Note

Watch out for duration: it is talk time, not the total length of the call. A call that rang for forty seconds and nobody answered comes through with a duration of zero, and it is still a call that happened.

In practice

When you are chasing a transfer, the field that holds it together is linkedId: both legs of the call share that identifier even though each one has its own uniqueId. Filtering by the customer's number and sorting by time is the quick way to rebuild the whole journey.