Key Metrics for CDR Details

This topic describes the key metrics in CDR details of a complete call.

Top bar

The top bar provides a quick overview of a call, giving you clear insights into its details and status.


Item	Description
Call Type	The communication type of the call. Internal Inbound Outbound Note: For a call with multiple call legs, this field displays the communication type of the first call leg.
Last Status	The final status of the call. Answered No Answer Abandoned Busy Failed Voicemail Note: For a call with multiple call legs, this field displays the call status of the last call leg.
Call ID	A unique identifier for the call.
Call Time	The time when the call was initiated or received.
Call Participant	The participants involved in the call. Call From: The caller who initiated the call. Note: For a call with multiple call legs, this field displays the caller information from the first call leg. Call To: The callee who received the call. Note: For a call with multiple call legs, this field displays the callee information from the first call leg. Second Participant: The callee from the second call leg. Last Participant: The callee from the last call leg. Note: For a call with multiple call legs, this field displays the callee information from the last call leg.

Recording

This panel aggregates and organizes all recordings for a call into a single waveform view presenting the call duration and recording duration across all call legs, which enables you to intuitively identify when call participants are speaking and quickly locate and play the desired recording segment within clicks.

This panel supports granular management over recording, as shown below:

Play recordings with adjustable volume and playback speed.
Tip: To play recordings generated from a single participant, click the recording progress bar corresponding to the desired participant. A dot appears on the bar, and only this participant's recording is played.
Download recordings by segment or as a single file.
Hover over the recording progress bar to view basic information about the corresponding call leg.

Call Time Breakdown

This panel provides instant visibility into the total duration of a call, and visualizes how time is spent across its entire lifecycle, making it easy to see the breakdown of the call time and identify areas for improvement.


Item	Description
Total Duration	The total time between the call started and the call ended. Formula: Total Duration = Pure Talk Duration + Ring Duration + Hold Duration
Pure Talk Duration	The time between the call answered and the call ended, excluding any hold time. Note: If a call was routed through an IVR or a call flow, the time spent in the IVR/call flow is excluded.
Ring Duration	The ring time before the callee answers.
Hold Duration	The total time during which the call is placed on hold.

Basic call information

This panel provides fundamental call routing data, enabling rapid analysis of call routing paths.


Item	Description
Initial Source Trunk	The name of the trunk that routes the inbound call. Note: For a call with multiple call legs, the trunk name of the first call leg is displayed.
Final Destination Trunk	The name of the trunk that routes the outbound call. Note: For a call with multiple call legs, the trunk name of the last call leg is displayed.
Initial DID/DDI	The phone number that the caller dialed. Note: For a call with multiple call legs, the DID/DDI number of the first call leg is displayed.
Reason	The reason for the call being hung up. Note: For a call with multiple call legs, the reason of the lat call leg is displayed.
Trace ID	The identifier of the call chain for the call, which can be used to query associated logs and other call chain information to facilitate troubleshooting.

Call legs

This panel brings together essential metrics for each call leg within a complete call in a flat, centralized layout, providing an at-a-glance overview of call activity.


Item	Description
AI Summary	The AI-generated summary of the call. Note: AI Summary is available only when call transcription is enabled for either call participant. You can copy, download, or edit the summary for sharing or further analysis, or edit the summary template to generate a new summary as needed.
Call Leg ID	The unique identifier for the call leg.
Call Leg Time	The start time for the call leg.
Call Type	The communication type of the call. Internal Inbound Outbound
Status	The status of the call. Answered No Answer Abandoned Busy Failed Voicemail
Call From	The caller who initiated the call.
Call To	The callee who received the call.
Call Duration	The time between the call started and the call ended. Formula: Call Duration = Ring Duration + Pure Talk Duration + Hold Duration
Ring Duration	The time between the call started and the call answered.
Pure Talk Duration	The time between the call answered and the call ended, excluding any hold time.
Hold Duration	The time during which the call is placed on hold.
Source Trunk	The call was received via which trunk.
Destination Trunk	The call was sent out via which trunk.
DID/DDI	The phone number that the caller dialed.
Outbound Caller ID/DOD	The phone number that was displayed on the callee's phone.
Caller IP Address	The IP address of the caller's device.
PIN Code	The PIN code last used when making a call via a restricted outbound route.
Reason	The reason for the call being hung up.
SHAKEN Attestation	The SHAKEN attestation level or signature verification result. Note: If both Call From and Call To are external number, the attestation level assigned to the outbound call is displayed. A: Calls signed with SHAKEN attestation level `A`. B: Calls signed with SHAKEN attestation level `B`. C: Calls signed with SHAKEN attestation level `C`. Invalid: Calls with an invalid SHAKEN signature (applicable to inbound calls). Unknown: Calls with an unidentifiable SHAKEN attestation level (applicable to inbound calls). Unsigned: Calls where the `Identify` header is missing (applicable to inbound calls).

AI Transcription

This panel displays the AI-generated transcription of the call, allowing you to review the conversation in text.

Note:

Transcription content is available only when call transcription is enabled for either call participant.
You can download the transcription to your local computer for further analysis or record keeping.