What is call detail recording?
Call detail recording or call detail record (CDR) is a document created by a telephone exchange or other type of telecommunications. it captures the details of a phone conversation or other telecommunications activity that occurs through that facility or device.
A call detail recording contains information on a phone call, such as:
- How long did the conversation last? (in minutes)
- Who made the call? (source and destination phone numbers)
- What type of call did you make? (inbound, outbound, toll-free)
- What was the cost of the call? (based on a per-minute rate)
Importance of call detail recording
Call detail recordings are gathered regularly and processed into reports on usage, capacity, performance, and diagnostics. With this data, it’s easy to discover outliers from standard calling patterns.
These outliers may include after-hours calls, overseas calls, significant differences from previous reporting periods, and call destinations that don’t match the company’s regular calling habits.
Creating call detail recording reports for existing staff can help you figure out who spends the most time on the phone, how long their calls last, and how much money they spend per call. As a result, utilizing CDR can lead to better workforce management and cost savings for your company.