Management Panel > Service Record click Voice Agent you can find Call Detail Record for call performance review.
Field
Description
Time
Start timestamp of the entire session (UNIX second level timestamp)
Call Type
Call Direction (inbound or outbound)
Agent Device
Device that agent uses to handle the calls (i.e., Web, SIP phone, or Mobile)
Caller Number
Caller number
Callee Number
Callee number
Remarks
The textual remarks on the user's number by the agent on the console
Call Status
Inbound call: normal end, not answered, agent not answered, agent transfer, external line transfer, user gives up during IVRs, IVR ends directly, user gives up while the session is queuing, user gave up during ringing, no agent online, non-working hours, system error
Outbound call: unknown status, missed, call rejected, power off, empty number, in a call, arrears, carrier line exception, caller canceled, out of service area
Call Duration
Overall call service time
Agent Name
Agent's name (if transfer occurs, it is the last agent's information)
Agent ID
Agent's staff number (if transfer occurs, it is the last agent's information)
Skill Group
Skill group to which the agent belongs
Customer Satisfaction Evaluation
User's satisfaction rating for the entire session
Hang up Party
Hang up party for the entire session, agent or customer
Recording Playback and Download
In the service record operation column, click Play Recording to listen to the recording online, and click Download Recording File to download the recording.
