呼叫详请记录

定期收集所有呼入呼出的数据，用于各种诊断、使用情况和容量报告目的。

呼叫细节记录也是计费目的的重要资源，因为它们特别精确地指出了依赖VoIP或传统电话来开展业务的公司电话系统的使用情况。

有两种方法可以记录呼叫:

• wireless network – logs are recorded through the company’s cellular network tower

• VoIP (voice over internet protocol) – data from both incoming and outgoing calls are recorded, in this case from both VoIP and wireless cellular network

呼叫详细记录由专用软件生成。一旦创建了CDR文件，它们就存储在数据库中，您可以稍后访问和分析它们。一些电话交互量较大的公司可能会使用软件来生成、存储、分析和创建关于呼叫中心指标(包括CDR)的报告。

为什么呼叫数据记录很重要?

呼叫详情记录最初是由电信公司专门为计费目的而开发的。然而，随着现代业务需求的发展，呼叫详情记录开始成为许多呼叫中心运营中不可或缺的一部分。

CDR被认为是最重要的VoIP呼叫指标之一。如果您想保持目标和KPI的领先地位，并保持一致的结果，您应该定期分析它们。

以下是呼叫详情记录可以为您的业务带来的一些主要好处:

• billing purposes – Your telephone service provider can estimate how much they are going to bill you for a time period. Furthermore, if any issues or discrepancies arise, CDRs provide easy and accessible digital evidence that helps resolve them quickly and efficiently.

• reporting – There are many reports that can be generated in a contact center environment. This includes communication activity, actual call performance metrics, the activity of users, and VoIP call metrics are all crucial for running an efficient contact center.

• planning – Analyzing call center metrics as well as call detail records themselves allows you to better estimate future activities. Using this information, you can make more informed decisions about campaigns, allocating budgets, etc.

• staying organized – CDRs are a convenient way to keep all the telephone call records of your activities organized and accessible whenever you need to have a look at them.

• productivity tracking – Staying focused and productive is one of the most crucial parts of running a successful call center. CDRs allow you to track and measure the productivity of your employees, phone systems, as well as the whole business.

• insights – CDRs can uncover issues with your VoIP service that you might have otherwise missed. Moreover, they allow you to better understand other KPIs of your contact center for improvement.

• spotting trends – You can use this data to not only uncover trends that you can use to improve your business (e.g. most active time of day to make calls) but can also detect any anomalous activities or abnormal behavior that may occur. Some abnormal activities can be a natural part of the contact center environments, but you might want to look into them further if you find that they are repeating themselves.

• budgeting – CDRs provide great insights into how much your company spends on the phone systems. When you have a detailed understanding of your call center’s day-to-day activities and operations you are able to better allocate your resources. This way you can ensure that you are running an efficient business without wasting money.

• discovering security threats – These records allow administrators to flag and investigate any fraudulent activities that might otherwise remain unnoticed.

呼叫详情记录包含什么?

尽管呼叫详情记录通常可以包含在各种呼叫中心报告中，但它们本身也提供了大量数据。

让我们来看看在呼叫中心研究呼叫详细记录时可以发现哪些信息。

• source of the call – The name and phone number of the person who initiated the given interaction.

• call destination – The phone number of the party that has been contacted. Together with the source of the call you can find out who called whom.

• date and time of the call – When exactly did the call occur.

• duration of the call – How long the call lasted. This information is usually displayed in minutes.

• type of the call – What kind of call transpired – inbound or outbound.

• cost – This is based on a per-minute rate.

• other diagnostic and usage information

虽然CDR存储电话甚至短信的元数据(关于数据的数据)，但它们不会透露这些交互的内容。然而，如果您想分析您的通话记录，LiveAgent是适合您的通话记录软件。

如何在LiveAgent中查看呼叫详情记录

使用LiveAgent有两种非常简单的方法来检查呼叫详情记录:

从这里您可以看到包含所有数据的CDR。

这样，您不仅可以看到CDR，还可以看到与给定客户交互有关的其他Ticket细节。

想要享受透明的呼叫详情记录?

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