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:
|The direction of the call. For example, inbound.
|The status of the call response. For example, missed or answered.
|The date on which the call was received.
|The unique ID of the inbound call. For example, 1627373566.350603
|The contact number of the client.
|The purchased (assigned) number is associated with your account.
|It 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.
|The automated voice response interacts with callers, gathers information and routes calls to the appropriate recipients.
|The 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
|The reason for the call termination (whether the call had some network issue or was disconnected normally). Click here to view Cause Codes.
|The number pressed by the customer on hearing the IVR. For example, 3432
|This represents the customer's network region. For example, Delhi, Haryana, etc.
|The telecom operators of the customer, like Vodafone, Airtel, Idea, etc.
|When a call is dropped, the reason is set to 'Call disconnected by the caller (or callee)'.
|The ID of the broadcast campaign. For example, 9
|The name of the broadcast campaign. For example, the Sales Broadcast Campaign.
|Account DND List Name
|The name of the list of customer accounts that do not want to receive broadcast calls.
Updated 3 months ago