Introduction

The "1. Call Detail Record (CDR)" report from the "CDR" report group allows you to audit, in detail and per record, each call handled in the operation: who made or answered it, which destination/number was dialed, how long it lasted, how much it cost (if applicable), how it was classified (activity codes), who hung up, and which campaign/skill it was associated with. It is especially useful for operational reconciliation (times and results), cost control, management tracking, and call traceability (conn_id).

Report Information

• agent_name: Name of the agent associated with the call record (who handled or answered it, as applicable), for filtering and auditing performance and classification by person.
• date: Exact date and time when the call event occurred, useful for analysis by time slots and for cross-referencing with audits, recordings, or campaign events.
• destiny: Destination or routing category of the dialed call (e.g., destinations like colombia-mobile, international, or countries), useful for traffic and cost analysis by destination type.
• telephone: Phone number dialed or involved in the call; allows tracking the contact (end user) and validating attempts, recurrence, or follow-up cases.
• cost: Monetary cost associated with the call (if reported by the operation and carrier/provider); used for cost control and reconciliation of telephone expenses by agent, destination, or campaign.
• time_sec: Duration of the call in seconds; used for detailed time analysis and technical cross-references where raw second values are required.
• time_min: Duration of the call in minutes (formatted as minutes according to the report), useful for quick reading and operational-level time/consumption reports.
• cod_act: Activity code with which the agent classified the call result; values depend on the parameterization of each operation (codes created by the administrator) and are used to classify results and build management reports.
• description_cod_act: Description of cod_act (readable text of activity code #1); facilitates interpretation of classification without having to memorize codes.
• cod_act_2: Activity code of the second classification group; like the first, its values depend on the operation's configuration and allows a second layer of classification.
• description_cod_act_2: Description of cod_act_2 (readable text of activity code #2), useful for analysis by secondary categories (e.g., area, reason, sub-reason, etc., depending on configuration).
• type_interaction: Type of interaction/call recorded. This column can yield default values such as conference (conference call), inbound (inbound call), internalcall (internal call), internalcall_inb (inbound internal call), internalcall_que (internal call from a queue), out_pre (outbound call in predictive campaign), outbound_ma (manual outbound call), and transfer (transfer call). In some operations, conversational-inb (inbound call managed under a conversational flow/scenario configured in the operation) may also appear.
• customer_id: Identifier of the "end customer" or contact of the operation (i.e., the person/user being served or interacted with in the contact center operation), useful for integrating traceability with CRM or internal databases.
• hung_up: Indicates who ended the call. Default values: agent (agent hung up) or customer (end customer/contact hung up).
• campaign_id: Identifier of the campaign associated with the record (when applicable); allows measuring results and traffic by campaign and cross-referencing with classification and duration.
• conn_id: Unique identifier of the call; used for end-to-end traceability, cross-referencing with other reports, technical searches, and correlation with recordings or events.
• skill_id: Numeric identifier of the skill/service (queue) associated with the call; useful for routing analysis and performance by skill.
• skill_name: Name of the skill/service (queue) associated; facilitates human reading and operational analysis without relying on the ID.
• agent_id: Identifier/extension of the agent associated with the event; useful for technical cross-references, integrations, or validation when the name may vary.
• comment: Comments registered by the agent when classifying the call; provides qualitative context for auditing and case follow-up.