Call Details Report

4 min

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.

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.

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