Managed Contact Center / Reporting & Analytics

Call Timeline & Detail Records

Every call generates a CDR (Call Detail Record — a log entry capturing who called, when, how long the call lasted, and exactly which route it took — see Glossary: CDR). For any call, you can pull up a full visual timeline showing every step it took: which menu it hit, which agent picked up, any transfers or holds, and how it ended.

Why would we need to look at one specific call in this much detail?

Think of a customer disputing what someone said, a call that cut out or went to the wrong place, or a complaint you’re investigating about how a call played out. In each case, the timeline shows exactly what happened, instead of relying on someone’s memory.

Does the timeline connect to the actual recording of the call?

Yes. Where call recording is on, the timeline links directly to the recording itself. You can jump straight to the moment you’re investigating instead of listening from the start.

What information does a single call record include?

Caller number, time and date, duration, which extension or queue it reached, every transfer or hold along the way, and which agents handled it. Finally, it shows the disposition or outcome and, where applicable, a link to the recording.

Can we search or filter call records to find a specific one?

Yes. You can search by phone number, date range, agent, queue, or outcome to quickly locate the specific call you’re looking for, rather than scrolling through a long list.

Is this data available beyond just viewing it on screen?

Yes — call detail records can feed into your broader reporting and, for larger-scale analysis, into an external system. See Data Export & BI Integration.