What is a CDR?

Call Detail Record

A Call Detail Record (CDR) is a data record containing information about a telephone call, including caller and called numbers, call start and end times, duration, and disposition. CDRs are essential for billing, analytics, compliance, and troubleshooting in contact centers.

Common CDR Fields

  • Call ID — Unique identifier for the call
  • ANI — Calling party number (caller ID)
  • DNIS — Called number (what number was dialed)
  • Start time — When the call began
  • Answer time — When the call was answered
  • End time — When the call terminated
  • Duration — Total call length in seconds
  • Disposition — How the call ended (answered, abandoned, voicemail)
  • Agent ID — Which agent handled the call

Uses for CDR Data

  • Billing — Calculate usage charges
  • Analytics — Track volume trends, handle times, patterns
  • Compliance — Audit trail for regulatory requirements
  • Troubleshooting — Diagnose call quality or routing issues

Related Terms

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