- Provides details for every account dialed during a selected date range.
- Report Formats can have filters applied to only include or exclude certain service types, automated system vs. agent assigned outcomes, and other criteria automatically.
- Plugins provide a great way to display various values in a CDR improving platform usability.
- To access the Call Detail Report click on the Call Detail Report (CDR) link from the Review tab of Navigation Panel. This takes you to the Call Detail Report Search Tool to choose the parameters for the report.
This may only be generated for a three day window due to the amount of data within the report. LiveVox can create call-level results for additional time frames if requested. Data can be generated from up to 270 days back.
- The following selection variables available within the search tool allow you to manipulate filtering criteria:
- Date Range – Enables you to type in dates or choose them using the calendar drop down buttons. The calendar allows you to select the start and end date range.
- Advanced Date Configuration – Clicking on the link next to the calendar button will open the Advanced Date Configuration selection interface.
- Multiple sequential or non-sequential dates can be selected using the Multiple options. You may enter dates in the format of MM/DD/YYYY or select them using the calendar button.
- Multiple sequential or non-sequential dates can be selected using the Multiple options. You may enter dates in the format of MM/DD/YYYY or select them using the calendar button.
- Hour Of Day Range – Enables you to search for calls within a specified hour of the day range. You can select to search for calls with call start time or call finish time defined within the specified range.
- Call Center – Select a call center with a drop down menu. Multi-Call Center Selection can be performed by using the hyperlink titled Show Multi-Call Center Selection.
- Multiple Call Center Selection – Clicking on the link below the Call Center drop down menu will open the multiple call center selection window:
- Multiple Call Centers can be easily chosen by holding down the CTRL key when making selections.
- You may sort call centers in ascending or descending order by clicking on the header. Navigate using the scroll bar along with the page buttons located both on the side and on the bottom of the selection criteria window.
- Multiple Call Center Selection – Clicking on the link below the Call Center drop down menu will open the multiple call center selection window:
- Service – A particular service can be selected using the service drop down box. If a particular call center is selected prior to selecting a service, services only available for that particular call center will appear.
- Multiple Service Selection – Clicking on the link below the service drop down menu will open the multiple service selection window:
- Service – A particular service can be selected using the service drop down box. If a particular call center is selected prior to selecting a service, services only available for that particular call center will appear.
- Multiple services can be easily chosen by holding down the CTRL key when making selections.
- You may sort services in ascending or descending order by clicking on the header. Navigate using the scroll bar along with the page buttons located both on the side and on the bottom of the selection criteria window.
- Use the arrow buttons
to move the services or call centers to the selection box. You may choose to move one service or call center at a time using the single arrow buttons or all services/call centers with the multiple arrow buttons.
- Use the arrow buttons
- Report Format – Defines the type of format in which you want the report generated. This is usually defined during the set-up process and can be something customized for your organization. The "Expanded Delimited Report" format is standard and available for all clients.
- Campaign – Allows you to select a particular campaign for a CDR report.
- Campaign Pattern – Allows you to search by a portion of the campaign name. This is useful for running reports on a specific book of business with a similar filename. The % symbol acts as a wildcard. If searching for filenames with a shared beginning (like new_business_date_time or Bobsaccounts_metal), type the shared component then the wildcard (new_business% or Bobsaccounts%).
- Generate Report – After selecting parameters, generate the report by clicking the Generate Report button located at the bottom of the page. This takes you to the screen below:
- Open, Save or Cancel File Download – Open the file directly into Notepad or save the report elsewhere to be opened in another program (E.g., Text pad or Excel).
