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 Incoming, which includes a list of all the incoming calls on the portal.
The common KPIs for Incoming 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 that interacts with callers, gathers information and routes calls to the appropriate recipients.
|The automated voice is played before the call. It conveys a message to the user and then redirects them appropriately if they sound interested.
|The unique ID of departments. For example, the sales department.
|This is a voice message that a caller may leave when there is no response on the phone call. It can be used as a failover destination in IVR if a call gets unanswered due to the agent's unavailability.
|It helps you in setting up the working/non-working hours of agents to facilitate time-based call routing.
|If the call was answered by the agent, the status is 'Call Answered', else it will be blank.
|If the call was not answered by the agent, the status is 'Call Missed', else it will be blank.
|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.
|A detailed call summary was noted by agents during calls.
|The number pressed by the customer on hearing the IVR. For example, 3432
|This is the URL path for a downloadable MP3 audio recording of a particular call segment. The recording is stored, retrieved, and evaluated, according to business needs.
Note: Available recording formats are: Mono(default) & Stereo.
|Agent Ring Time (in seconds).
|This is the elapsed time between the moment that a call rang and when it was answered by an agent, routed to another agent, or disconnected.
|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)'.
|Agent Disposition Name
|Marking a call tag against the call. Available when login-based calling is on.
|Agent Hang-up Causes
|The reason behind ending the call. For example, the voice is not clear.
|Missed Agents Details (Inbound)
|Missed Agent Details (inbound)
|It refers to the information recorded when an incoming call is not answered by an available agent
Updated 3 months ago