What are Call Detail Records?

Call Detail Records (CDRs) are metadata files automatically generated by a telephone system or switch for every call that passes through it. Each CDR is a comprehensive log containing specific details about a single phone call, essentially serving as the digital equivalent of an operator's paper ticket from the era of manual switchboards.

These records capture a wealth of information about each communication event. While the exact data points can vary between systems, a typical CDR includes:

• Source Number: The phone number that initiated the call.
• Destination Number: The phone number that received the call.
• Date and Time: When the call was initiated.
• Call Duration: The length of the conversation, from when it was answered to when it was terminated.
• Call Status: Whether the call was successfully connected, went to voicemail, was missed, or failed.
• Call Type: The nature of the communication, such as a voice call, SMS message, or video call.

Modern CDRs can also contain more advanced information, including which extensions were involved in a transfer, the specific call queue it passed through, and unique identifiers for billing and tracking purposes.

Because they provide such granular data, CDRs are an invaluable tool for businesses. Their primary uses include:

• Billing and Accounting: Accurately tracking usage for invoicing clients or allocating costs between departments.
• Call Analytics and Reporting: Analyzing call patterns, peak hours, and agent performance to optimize operations.
• Troubleshooting: Diagnosing call quality issues or routing problems by examining the path and outcome of a specific call.
• Resource Planning: Forecasting future call volumes to ensure adequate staffing and network capacity.