Call Details Report

overview the call details report provides a detailed, record by record view of every call originated or received by the system within a campaign each row in this report represents a unique call instance and captures all related metrics — from call initiation and setup time to talk duration and wrap up activity it provides a 360° view of the call lifecycle , including customer identifiers, agent information, call routing, and disposition outcomes if a call is transferred between queues, it is listed only once — under the queue where the call was disposed of purpose use this report to monitor call performance and agent handling efficiency at the most granular level analyze call lifecycle metrics (setup, ringing, talk, and acw durations) verify dispositions , hang up causes , and transfer paths for audit or qa purposes correlate call outcomes with campaigns, agents, or processes report fields column name data type definition # number row number for each entry in the report call id string unique identifier for each call logged in the system call time time the timestamp when the call was initiated process name string the name of the process or workflow under which the call occurred campaign name string the campaign associated with this call record lead id string the unique identifier of the lead associated with this call lead name string the name of the lead associated with this call phone string customer’s phone number associated with the call customer id string unique identifier of the customer within the crm or contact database call type string it shows the type of call it can have any of the following values inbound call dial it specifies the call that has been dialed in an inbound campaign outbound auto dial it specifies the call that has been auto dialed in an outbound campaign outbound callback dial it specifies the call that is a callback in the outbound campaign outbound auto preview\ dial it specifies the call that has been dialed through automatic preview in an outbound campaign transferred to campaign dial it specifies the call that has been transferred to this campaign outbound manual dial it specifies the call that has been dialed manually in an outbound campaign click to call dial it specifies the call that has been generated by click on the customer's phone number on its page system disposition string the final outcome or system generated disposition for the call hangup cause code string code provided by the telecom provider indicating why the call was terminated hangup details string reason for call termination possible values include user hangup ui system hangup customer hangup ui customer hangup phone user hangup phone system media user cancelled preview customer setup time duration time between the system initiating a call and the customer’s phone starting to ring includes failed attempts (sit, busy tone) not applicable for inbound calls customer ringing time duration duration from when the customer’s phone began ringing until it stopped ivr time duration total duration the customer spent in the ivr system before the call was answered, dropped, or transferred customer talk time duration duration of active conversation between the customer and the agent (excludes hold time) customer hold duration duration total duration the customer was placed on hold during the call actual channel string the communication channel used for the call (e g , sip trunk, webrtc, pri) num attempts number the total number of dialing attempts made before successfully connecting to the customer (includes failed and inbound attempts) association type string indicates how the call is associated with the user blank for unconnected calls user id string the id of the agent handling the call user name string the name of the agent handling the call disposition code string the disposition code selected by the agent after handling the call (disposition refers to call outcome; ticket state refers to post call ticket status ) disposition class string category or classification of the selected disposition code transfer to agent/phone string displays the name of the agent or external number to which the call was transferred user setup time duration time between the system initiating the call to the agent’s extension and when the agent’s phone starts ringing not applicable for manual dial calls user ringing time duration duration for which the agent’s phone was ringing before answering user talk time duration total talk duration between the agent and the customer acw duration duration after call work (acw) — time taken by the agent after call disconnection to update notes or disposition the call call notes string free text notes or comments entered by the agent during or after the call other filter groups string displays the names of other filter groups associated with the call applied filter group string name of the filter group applied during the call table filters string the name of the table filter used to generate this call record string system disposition click to call dial it specifies the call that has been generated by click on the customer's phone number on its page outbound manual dial it specifies the call that has been dialed manually in an outbound campaign transferred to campaign dial it specifies the call that has been transferred to this campaign outbound auto preview\ dial it specifies the call that has been dialed through automatic preview in an outbound campaign outbound callback dial it specifies the call that is a callback in the outbound campaign outbound auto dial it specifies the call that has been auto dialed in an outbound campaign inbound call dial it specifies the call that has been dialed in an inbound campaign it shows the type of call it can have any of the following values string system disposition click to call dial it specifies the call that has been generated by click on the customer's phone number on its page outbound manual dial it specifies the call that has been dialed manually in an outbound campaign transferred to campaign dial it specifies the call that has been transferred to this campaign outbound auto preview\ dial it specifies the call that has been dialed through automatic preview in an outbound campaign outbound callback dial it specifies the call that is a callback in the outbound campaign outbound auto dial it specifies the call that has been auto dialed in an outbound campaign inbound call dial it specifies the call that has been dialed in an inbound campaign it shows the type of call it can have any of the following values string system disposition click to call dial it specifies the call that has been generated by click on the customer's phone number on its page outbound manual dial it specifies the call that has been dialed manually in an outbound campaign transferred to campaign dial it specifies the call that has been transferred to this campaign outbound auto preview\ dial it specifies the call that has been dialed through automatic preview in an outbound campaign outbound callback dial it specifies the call that is a callback in the outbound campaign outbound auto dial it specifies the call that has been auto dialed in an outbound campaign inbound call dial it specifies the call that has been dialed in an inbound campaign it shows the type of call it can have any of the following values string system disposition click to call dial it specifies the call that has been generated by click on the customer's phone number on its page outbound manual dial it specifies the call that has been dialed manually in an outbound campaign transferred to campaign dial it specifies the call that has been transferred to this campaign outbound auto preview\ dial it specifies the call that has been dialed through automatic preview in an outbound campaign outbound callback dial it specifies the call that is a callback in the outbound campaign outbound auto dial it specifies the call that has been auto dialed in an outbound campaign inbound call dial it specifies the call that has been dialed in an inbound campaign it shows the type of call it can have any of the following values string system disposition click to call dial it specifies the call that has been generated by click on the customer's phone number on its page outbound manual dial it specifies the call that has been dialed manually in an outbound campaign transferred to campaign dial it specifies the call that has been transferred to this campaign outbound auto preview\ dial it specifies the call that has been dialed through automatic preview in an outbound campaign outbound callback dial it specifies the call that is a callback in the outbound campaign outbound auto dial it specifies the call that has been auto dialed in an outbound campaign inbound call dial it specifies the call that has been dialed in an inbound campaign it shows the type of call it can have any of the following values how to interpret the report each record in this report represents one unique call instance , complete with customer, agent, and system level data supervisors can use it to analyze call flow , identify failed call attempts , review hang up causes , and measure agent handling efficiency example if a customer call enters queue a, gets transferred to queue b, and is disposed of there, the report lists only one entry — under queue b , where the call was disposed key metrics explained metric description customer setup time measures dialer efficiency — long setup times may indicate telecom latency or network congestion customer ringing time helps track unanswered or abandoned customer calls user talk time core metric for evaluating agent customer interaction duration acw duration indicates time spent post call; prolonged acw may signal documentation or crm lag issues hangup cause code & details useful for telecom debugging or identifying frequent drop causes (e g , user hang up, busy signal, network drop) best practices use this report alongside campaign summary and acd call summary for a holistic view of campaign performance filter calls by disposition code or system disposition to review specific outcomes (e g , missed, dropped, callback) correlate setup time and ringing time metrics to evaluate dialer efficiency review hangup details regularly to identify systemic or network issues combine with agent session details to measure productivity and workload distribution