Call detail record

What is a call detail record (CDR)?

CDR (call detail record) refers to a data record that contains detailed information about a telephone call. This data is recorded in telephone systems and contact centers and used for analysis, billing and quality control.

What information does a CDR contain?

A CDR typically contains the following information:

• Call time and date

• Duration of the call

• Caller and recipient number

• Call status (answered, missed, busy, etc.)

• Costs and charges (for billing-relevant calls)

• Routing information (e.g. transmitted network or server paths)

What are CDRs used for in contact centers?

In contact centers, CDRs are primarily used for performance monitoring and process optimization. Companies analyze the collected call data to continuously improve service quality, make operational processes more efficient and comply with regulatory requirements. In addition, CDRs enable precise cost control and help to identify potential irregularities or fraudulent activities at an early stage.