Introduction

The "3. Message Detail" report from the "CDR" report group allows you to audit and track messages sent from the operation, identifying which agent sent them, when they were sent, to what destination/number, through which channel (WhatsApp or SMS), what the content was, and the interaction identifier for traceability and operational control.

Report Information

• agent_id: Identifies the agent who sent the message by their ID or extension within the operation; used for control and traceability by user.
• agent_name: Displays the name of the agent associated with sending the message, useful for analysis and auditing when data is shared with supervision or quality teams.
• date: Indicates the exact date and time when the message was sent; allows reconstructing the order of events and validating compliance within service windows.
• destiny: Shows the destination/route of the message according to the telephony or messaging configuration (e.g., categories like colombia-mobile); helps understand the type of destination the message was sent to.
• telephone: The phone number to which the message was sent (the recipient or end user/contact of the operation).
• message: Contains the text of the sent message (may appear complete or truncated depending on the table width), key for auditing, content review, and support in case of complaints.
• channel: Indicates the channel used for sending and can yield default values such as "whatsapp" (accompanied by the connector type and identifier, e.g., whatsapp official(670)) or "sms" (text message).
• customer_id: Displays the identifier of the end customer/contact (user served by the operation) when applicable; used for cross-referencing information with CRM or internal operation records.
• conn_id: The unique identifier of the interaction associated with the message; used for technical traceability, searches, and cross-referencing with other CDR or conversation reports.