---
title: Call Details Report
slug: contact-center/call-details-report
docTags:
createdAt: 2025-10-21T12:56:32.601Z
---
### 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.