A call detail report is a comprehensive report on every contact managed by a platform. Call detail reports provide details such as Recording File Name, Account Number, Call Start Time, Phone Dialed, Session ID, Call Result, Agent Result, Campaign Filename, Client ID, Agent Name, and Duration in seconds for every account dialed during a selected date range. Report filters can be applied to include or exclude certain service types, automated system vs. agent-assigned outcomes, and other criteria automatically.
More CDR resources for call and contact centers
Unified Customer & Contact Center Analytics | LiveVox
Get a 360-degree view of your business that goes beyond standard contact center analytics, giving you the ability to overlay omnichannel, customer, agent, business outcome, and operational data. Access more than 150 reports out of the box, designed for the needs of a modern contact center.
How to Measure Your Call Center Ticket System: KPIs, Metrics & Tools (livevox.com)
To be successful, contact centers need a robust, integrated platform that can generate essential metrics reports. In addition, when metrics change in response to a shift in the business such as a product launch, staff change, or marketing campaign, managers must interpret the data to find what’s not working.
10 Best Practices for Speech Analytics in Call Centers (livevox.com)
With speech analytics reporting tools you can understand and address broader customer and agent experience trends in your business. Reduce risk, empower your agents, and scale your business with the insights provided by a speech analytics tool.
