CDR (Call Detail Report)

What is a Call Detail Report?

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.

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About LiveVox

LiveVox (Nasdaq: LVOX) is a next generation contact center platform that powers more than 14 billion omnichannel interactions a year. By seamlessly unifying blended omnichannel communications, CRM, AI, and WEM capabilities, the Company’s technology delivers exceptional agent and customer experiences, while helping to mitigate compliance risk. With more than 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation. The Company is headquartered in San Francisco, with international offices in Medellin, Colombia and Bangalore, India.

To stay up to date with everything LiveVox, follow us at @LiveVox, visit www.livevox.com or call one of our specialists at (844) 207-6663.