Introduction

The "5. Call Detail for Unconnected Calls" report from the "CDR" report group allows you to audit, one by one, calls that failed to connect, identifying who dialed, which number was called, when it happened, how long it rang, and the reason for the failed connection. It is especially useful for controlling database quality, debugging numbers, validating dialing restrictions (e.g., blacklist or contact limits), and understanding whether the issue lies with the channel/carrier, the dialed number, or the outbound strategy.

Report Information

• agent_name: Displays the name of the agent who made the call; useful for analyzing agent behavior, tracking management, and auditing contact attempts.
• date: Indicates the date and time when the call was executed; key for cross-referencing with operating hours, contact windows, and network/carrier events.
• destiny: Shows the call destination (e.g., categorizations like national/international or routing labels according to configuration); helps identify if unconnected calls are concentrated in a specific type of destination.
• telephone: The dialed phone number; allows validation if failures repeat on the same numbers (possible wrong, inactive, or blocked numbers) and supports database cleanup processes.
• ring_time: Indicates the accumulated time (in seconds) the agent spent ringing (waiting for an answer); useful for measuring how much "operational time" is consumed in ineffective attempts and adjusting timeouts or retry strategies.
• result: The result of the unconnected call, which can return these default values: Cancel (canceled), Chanunavail (channel unavailable), Congestion (line congested), Busy (busy), No answer (unanswered), Tcpa (blocked by the rule controlling how many times a user can be called within 24 hours), and Do not call (number registered on the blacklist); this column is the main one for understanding why the call did not connect and defining actions (changing schedules, cleaning the database, reviewing trunks/channels, adjusting rules or policies).
• type_interaction: Describes the type of call and can yield default values such as conference (conference call), inbound (inbound call), internal call (internal call), internal call_inb (inbound internal call), internal call_que (internal call from a queue), out_pre (outbound call in predictive campaign), outbound_ma (manual outbound call), and transfer (transfer call); in this report, it will usually help you separate failures by dialing modality (e.g., manual vs. predictive).
• customer_id: Corresponds to the identifier of the person/contact associated with the call within the operation; allows you to track the contact's history and validate if Tcpa-type blocks are due to excessive attempts within 24 hours.
• campaign_id: Indicates the ID of the campaign related to the call; useful for detecting campaigns with high unconnected call rates and adjusting segmentation, schedules, data provider, or dialing strategy.
• agent_id: The agent's extension number; useful for technical cross-references or audits where identifying the agent by extension is required (beyond the visible name).
• conn_id: Displays the unique identifier of the call; it is the key for traceability and cross-referencing with other reports, recordings, or technical logs when investigating a specific case.