As discussed in the CDR (Call Detail Records) overview, a Call Detail Record is a data record that provides information about a telephone call or communication transaction. Further, in CDR, calls recorded are segregated into various categories, one such category is Broadcast, which includes a list of all the calls broadcasted from the portal.

The common KPIs for Broadcast call type have been listed below:

Broadcast

FieldsDescription
DirectionThe direction of the call. For example, inbound.
StatusThe status of the call response. For example, missed or answered.
DateThe date on which the call was received.
Call IDThe unique ID of the inbound call. For example, 1627373566.350603
Client NumberThe contact number of the client.
My NumberThe purchased (assigned) number is associated with your account.
Call FlowIt is a road map of the call that shows when the call rang, which IVR options were pressed, which department it was routed to, which agent answered it, and when it was hung up.
IVRThe automated voice response interacts with callers, gathers information and routes calls to the appropriate recipients.
DepartmentThe unique ID of departments. For example, the sales department.
Call Duration (in seconds)The total duration of the call the agent is on the phone, from the time the call was answered to the time it was hung up. For example, 191
Inbound Duration (in seconds)The time spent by the customer waiting for the agent to pick up the call. For example, 11
Hangup CauseThe reason for the call termination (whether the call had some network issue or was disconnected normally). Click here to view Cause Codes.
DTMFThe number pressed by the customer on hearing the IVR. For example, 3432
CircleThis represents the customer's network region. For example, Delhi, Haryana, etc.
OperatorThe telecom operators of the customer, like Vodafone, Airtel, Idea, etc.
Reason KeyWhen a call is dropped, the reason is set to 'Call disconnected by the caller (or callee)'.
Broadcast IDThe ID of the broadcast campaign. For example, 9
Campaign NameThe name of the broadcast campaign. For example, the Sales Broadcast Campaign.
Account DND List NameThe name of the list of customer accounts that do not want to receive broadcast calls.