Call accounting at CDR section of Creatio

Description

The CDR section allows you to view detailed information about all calls. The information in this section is synchronized with the Webitel telephony server.

Glossary

Term	Description
Leg A, Leg B	When a call is made to a phone number, from the point of view of the switch (commutator), there are two parts to the call. Leg A — call initiator Leg B — call destination

1. Adding the "CDR" section to the "Contact Center" workplace.

To display the CDR section (Fig. 1), you need to select the "Settings" menu (1), and go to the "System Designer" (2).

Fig. 1. Opening the system designer

After that (Fig. 2), find in the "Set up view" section the "Workplace setup" subsection (1).

Fig. 2. Setting up workplace.

Next, you need to select the workplace "Contact Center" (1) and click "Open" (2) (Fig. 3).

Fig. 3. Opening Contact center menu.

Then you should click on the "+" (1) on the "Sections" detail (Fig. 4).

Fig. 4. Adding a section.

Next, you need to find the section "CDR" (1) in the list, activate the cell next to it (Fig. 5) and click the "Select" button (2).

Fig. 5. Choosing the section.

After that, you need to refresh the page in the browser. The CDR section (1) will appear on the left side of the section panel (Fig. 6)

Fig. 6. CDR Section.

2. Overview of the details of the calls in the CDR section.

After opening the CDR section, a register of all calls will be displayed, information about which the system receives from Webitel. You can open any recording, delete it, or listen to the recording of the conversation (see section 4 "Listening to the audio record of the call in the CDR section" and section 5 "Deleting a call record"). To view detailed information about a call (Fig. 7), open the CDR section and select the call of interest from the list. After clicking the "Open" button (1), the call recording page will open.

Fig. 7. List of calls in CDR.

3. Call recording page.

All information about the call is available on the page of the record (Fig. 8).

Consists of:

Record profile;
Top field;
Tab bar;
The information field of the selected tab.

Fig. 8. Sections on the call recording page.

3.1. Record profile.

The main information about the call is placed in the recording profile (Fig. 9).

Record profile fields:

	*Field*	*Type*	*Description*	Comment
1	Number from	Line	`from.number`	Caller's phone number
2	Number to	Line	`to.number`	Internal user number
3	Destination number	Line	`destination`	External number called by the customer
4	Direction	Line	`direction`	Call direction. May be: incoming; outgoing.
5	Created by	Lookup	Directory: Contact	Caller's contact
6	Created time Webitel	Date/Time	`created_at`	The time the call was made
7	Connection time	Date/Time	`answered_at`	Operator connection time
8	Response time	Date/Time	`bridged_at`	The time when the communication `from.number` and `to.number` took place
9	Hang up time	Date/Time	`hangup_at`	Call end time

Fig. 9. Record profile.

3.2. Top field.

The top field of the record page contains information (Fig. 10):

	*Field*	*Type*	*Description*	Comment
1	Hang up initiator	Directory	Directory: Contact	Depending on who ended the call, the field will have the following values: А – call initiator, B – call recipient. For incoming call: А – Caller, B – Operator; For an outgoing call: А – Operator, B – Caller;
2	Contact	Directory	Directory: Contact	The name of the contact with whom the conversation took place
3	Satisfaction	Integer	variable `satisfaction`	Call rating, received from routing from the telephony system
4	Reason completion	Line	`cause`	Description of the reason for ending the call
5	Account	Directory	Directory: Account	Contractor registered in the database

Fig. 10. Top field.

3.3. Tab bar.

Consists of (Fig. 11):

Main information;
Connected to;
Attachments and notes;
Feed.

Fig. 11. Tab bar.

3.3.1. Tab "Main information".

Tab "Main information" contains information about timing, queue, and variables.

Detail "Time characteristics" (Fig. 12)

Detail fields:

	*Field*	*Type*	*Description*	Comment
1	Talk time	Integer	`bill_sec`	Displayed in seconds, the length of the call from start to finish. Charged talk time, excluding beeps. Formula: — If a connection has been made (is `answered_at`): `hangup_at - answered_at` (sec)
2	Post-processing time	Integer	`reporting_sec`	How long was the agent in post-processing status
3	Time in IVR	Integer		How long the client was in the IVR voice menu. Formula: — If a call from the queue: `queue_bridged_at - created_at` (sec) — If there is a value: `bridged_at:` `bridged_at - created_at` (sec) — If there is no value: `bridged_at`: `hangup_at - created_at` (sec)
4	End in IVR	Check box		If the client terminated the call while in the IVR voice menu
5	Total duration	Integer	`duration`	The total duration of the call from the beginning of the beeps to the end Formula: `hangup_at - created_at`
6	Hold time	Integer	`hold_sec`	How long the customer was on hold `hold_sec` - enters during hold and on Leg А
7	Call acceptance time	Integer		Operator Hook Up Time Formula: — If the call is not from the queue and there is a value `bridged_at`: `queue_bridged_at - joined_at`

Fig. 12. Detail "Time characteristics".

Detail "Queue info" (Fig. 13)

Detail fields:

	*Field*	*Type*	*Description*	Comment
1	Queue name	Line	`queue.name`	The name of the queue in the system
2	Waiting duration in queue	Integer	`queue_wait_sec`	How long the subscriber has been waiting for a connection in the queue. Formula: — If a connection has been made: `queue_bridged_at - joined_at` — If a connection fails: `leaving_at - joined_at`
3	Duration, sec in queue	Integer	`queue_duration_sec`	Length of stay in the queue. Formula: `leaving_at - joined_at`
4	Call result	Line	`result`	Call result values: success – successful call; abandoned – missed call.
5	Joined time in queue	Date/Time	`joined_at`	The time when the subscriber got into the queue
6	Answered time in queue	Date/Time	`queue_bridged_at`	The duration of the conversation between the operator and the subscriber
7	Exit time from queue	Date/Time	`leaving_at`	Time of connection with the operator (when the subscriber finished communication in Leg B)

Fig. 13. Detail "Queue info"

Detail "Variables" (Fig. 14)

Detail fields:

	*Field*	*Type*	Comment
1	Value	Line	Variable value received from Webitel
2	Key	Line	Variable name received from Webitel
3	CDR	Line	Associated call record in CDR

Fig. 14. Detail "Variables".

3.3.2. Tab "Connected to".

Detail fields:

	*Поле*	*Тип*	Комментарий
1	Name	Line	Record title obtained from Webitel
2	Notes	Line	Notes left in the "Files and Notes" tab in a linked post
3	Number from	Integer	The number of the subscriber who initiated the call
4	Number to	Integer	The number of the person who received the call

Рис. 15. Tab "Connected to".

3.3.3. Tab "Attachments and notes"

Additional information about the call, notes, as well as files and links to web resources for this call.

Рис. 16. Tab "Attachments and notes"

3.3.4. Tab "Feed".

The tab contains section messages related to the current CDR record (Fig. 17). The tab will display all the messages on the CDR feed. It is also possible to write a message. If you want to mention another user in the message, you can type the “@” symbol and start entering the name of the contact. The system will display a list of found records, from which you can select the desired one. After the message is published, a notification will be sent to the mentioned user, which will be displayed on the communication panel. The name of the mentioned contact will be displayed in the message as a link, which, when clicked, will open the contact page.

Рис. 17. Tab "Feed".

4. Listening to the audio record of the call in the CDR section.

To listen to an audio recording of a call, you need to select the call of interest in the CDR section (Fig. 18) and click the "Play" button (1).

Fig. 18. Listening to an audio recording.

After pressing, playback of the audio file will start (Fig. 19). In the drop-down menu (1), the operator has the option to additionally:

download the audio file to your computer;
change the playback speed.

Рис. 19. Listening to the recording in the CDR section.

5. Deleting a call record.

To delete a call record from the CDR section, select it (Fig. 20) and click the "Delete" button (1). After confirmation, the recording will be deleted.

If there are related records in the system, the system will offer to delete the call record with or without them.

Fig. 20. Deleting a call record from CDR

6. Manual update of call information in CDR

You can download information about calls from the telephony system to the CDR section manually by running the "Get Calls Analytics" business process. To do this, in the upper left corner of the page (Fig. 21) you need to click on the "Start process" button (1).

Fig. 21. Starting a business process

Next, in the displayed window (Fig. 22), find and select the "Get calls analytics" process (1), and click the "Start" button (2).

Fig. 22. Launching the "Get calls analytics" business process to manually update information about calls.

7. Automatic update of call information in CDR

The data in the CDR section is downloaded from the Webitel telephony server automatically. The "Get calls analytics" business process runs every 5 minutes by default.