Call Center Call Detail Record Product Description

I. Project Overview

To enhance the data clarity, business adaptability, and report accuracy of the call center system, this project has undertaken a comprehensive architectural-level refactoring of the original call recording module. By splitting call records according to business scenarios (Inbound, Outbound, WebCall, Internal Calls), a structured, comprehensive, and extensible call detail record (CDR) system has been constructed. This solution addresses historical issues such as ambiguous data attribution and inconsistent business definitions, providing a solid data foundation for future intelligent analysis, multi-dimensional reporting, and customized customer requirements.

II. Core Design Philosophy

1. Business Scenario-Based Splitting

• Inbound Records: Covers the entire customer incoming call process, subdivided into:
  • Customer Incoming Call Record (Customer Perspective)
  • Agent Answer Record (Agent Perspective)
  • Call Abandonment Record (Unanswered Call Perspective)
• Outbound Records: Covers scenarios such as Preview Outbound, Manual Outbound, Auto Outbound, etc.
• WebCall Records: Records calls initiated from web pages and transfer processes.
• Internal Call Records: Tracks internal calls between agents.

2. CDR Structure Optimization

• Master CDR: Takes a single customer call as a unit, recording global information.
• Subordinate CDR: Takes each participant (e.g., agent, IVR, queue) as a unit, recording its detailed interaction process.
• Supports advanced features like full recording, robot recording logic, and clear satisfaction attribution.

3. Data Consistency Alignment

• CDR data is strictly aligned with various reports (e.g., Agent Report, Inbound Report).
• Supports drilling down from reports to CDR details, improving data traceability.

4. Common Product Logic

• Number Masking: Strictly adheres to customer-configured number desensitization rules, effective throughout the entire process.
• Permission Control:
  • Data Scope: Controls the scope of visible data based on user roles and extended attributes.
  • Menu Permissions: Independently controls access, export, and batch download permissions for menus like "Inbound Records," "Outbound Records," "WebCall," "Internal Calls," etc.
• Task Center Integration: Batch export and recording download tasks will be uniformly integrated into the Task Center for management and notification.

III. System Architecture and Data Structure

1. CDR Model

• Primary Key: Call ID (Globally Unique)
• Association Keys: CallID, WebRTCCallID, UniqueID
• Timeline: Records timestamps for each node from call start to end.
• Business Tags: Supports multi-dimensional identifiers such as customer-defined tags, satisfaction, work orders, business records, etc.

2. Routing and Navigation Information

• Completely records the IVR, queue, and routing node selection process.
• Supports node type identification (key press, digit collection, voicemail, judgment, interaction, etc.).
• Records node start/end times and processing results.

3. Agent Answering Behavior Tracking

• Records ring time, answer time, and hang-up time for each agent.
• Supports configuration and statistics for the "Timely Answer" business rule.
• Distinguishes call types like Transfer, Consult, Forward, Three-way, Monitor, Barge-in, etc.

IV. Four Key Perspectives: Restoring the Complete Call Truth

We no longer view CDRs as one "large table," but have built four logically clear, complementary data products:

graph LR
    A[One Customer Interaction] --> B{Perspective Separation}
    
    B --> C[Customer Journey Perspective<br>Answers: What did the customer experience?]
    B --> D[Agent Performance Perspective<br>Answers: How did the staff perform?]
    B --> E[System Health Perspective<br>Answers: How is the system running?]
    B --> F[Proactive Outreach Perspective<br>Answers: How effective was the outbound call?]
    
    C --> G[Application Scenarios:<br>• Customer Complaint Root Cause Analysis<br>• Service Process Optimization<br>• IVR Path Analysis]
    
    D --> H[Application Scenarios:<br>• Individual Performance Evaluation<br>• Team Capability Analysis<br>• Training Need Identification]
    
    E --> I[Application Scenarios:<br>• System Failure Warning<br>• Resource Allocation Optimization<br>• Service Capacity Planning]
    
    F --> J[Application Scenarios:<br>• List Quality Assessment<br>• Outbound Strategy Optimization<br>• Conversion Effect Analysis]

V. CDR Details

5.1 Customer Incoming Call Record (Inbound Record)

5.1.1 Business Objective

Takes "one complete customer call attempt" as a unit, integrates all related information to form a data closed loop. Restores the complete experience path of a single customer incoming call, used for analyzing customer experience, identifying service breakpoints, supporting customer complaint root cause analysis, service process optimization, and IVR path analysis.

5.1.2 Query Condition Design

To comprehensively track the customer call journey, the following grouped query conditions are provided:

• Time Conditions: Start time, End time, Talk time, Total duration.
• Customer Information: Customer number, Customer location (Province/City cascade), Customer name (from CRM).
• System Access Information: Hotline/Virtual number, Caller ID number.
• Call Status and Result:
  • Answer Status (System Not Answered / System Answered / Agent Answered / Agent Not Answered, etc.).
  • Call Result (Success / Failure and detailed reasons).
  • Hang-up Party (Customer / Agent / System).
  • Whether satisfaction survey was requested, Satisfaction rating (supports cascade queries for multi-level satisfaction surveys).
• Routing and Queue Information:
  • IVR node, Queue name.
  • Navigation path (supports fuzzy query by IVR key sequence).
• Agent Information: Answering agent, Belonging queue.
• Business Identifiers: Call ID, Custom fields, Call tags, Work orders, Business records.
• Data Filter Scope: For agent roles, provides options like "My Records," "Records I Participated In," "Belonging Queue Records."

5.1.3 Master CDR Fields

The list displays core fields by default, supports custom field selection and ordering.

• Call Information:
  • Customer Number/Location, Customer Name, Hotline/Virtual Number/Location, Caller ID Number/Location.
  • Answer Status, Call Result, Hang-up Party, Satisfaction Rating, Whether Satisfaction Survey Requested.
  • Call Tags, Call ID, CallID, WebRTCCallID.
  • Recording (Play/Download/Transcript).
• Time and Duration:
  • Start Time, End Time.
  • Total Duration (Dial to Hang-up), Talk Time (Both parties connected duration), IVR Duration, Queue Wait Duration.
• Routing and Queue Information:
  • IVR Name, Entered Queue, Number of Agents Assigned, Abandonment Node.
• Agent Information: Final Answering Agent (ID), Belonging Queue.
• Business Identifiers: Work Order, Business Record, Custom Fields, Customer Profile.

5.1.4 Subordinate CDR Details

Subordinate CDR expands the detailed interaction process of a single incoming call in a timeline format, containing the following parts:

1. Navigation Information (IVR Record): Completely displays the customer's path within the IVR, including:
   • Node sequence, Node type (Key press, Digit collection, Voicemail, etc.), Key pressed, Node start/end time and duration.
2. Queue Journey: Records the customer's waiting process in the queue, including:
   • Queue entry/exit time, Wait duration, List of agents the system attempted to assign and the result (Ringing Not Answered, Quick Hang-up, etc.).
3. Agent Interaction Record: Records the detailed behavior of each agent participating in the service, including:
   • Agent ID/Name, Ring Time, Answer Time, Hang-up Time, Call Segment Duration.
   • Call Type (Transfer, Consult, Forward, Three-way, Monitor, Barge-in, etc.).
   • Call Result, Recording Segment, CallID.
4. Satisfaction Survey Record: Clearly displays satisfaction trigger time, rating, attributed agent (especially in transfer scenarios), supports direct satisfaction and multi-level surveys.

5.1.5 Data Export

Provides multiple data export methods, all integrated into the Task Center for asynchronous processing and notification:

• Export Records: Exports Master CDR data, supports custom field selection, limit 1 million records.
• Download Recordings: Batch downloads call recording files, supports分包 (5000 records per package).
• Export IVR: Exports the complete IVR navigation path details for a single call.
• Export Details: Exports all Subordinate CDR details for that call (including IVR, queue, all agent interaction records).
• Export Session Evaluation: Exports an evaluation report containing fields like session summary, problem resolution status, satisfaction analysis, etc.
• Export Field Settings: Provides a visual field selection and ordering interface to configure personalized export templates.

5.2 Agent Answer Record

5.2.1 Business Objective

Focuses on the individual agent, clearly recording every call segment they participate in (whether as caller, transferred to, or passive listener). Used for accurately evaluating individual and team service efficiency and quality, supporting refined performance management, individual capability analysis, and training need identification.

5.2.2 Key Metrics

5.2.3 Query Condition Design

To evaluate agent performance multi-dimensionally, the following query conditions are provided:

• Time Conditions: Start Time, Answer Time, End Time, Talk Time.
• Agent Information:
  • Agent ID/Name, Belonging Queue/Outbound Group.
  • Filter Scope (My Records, Records I Participated In, Belonging Queue Records, All).
• Call Performance Indicators:
  • Answer Status (Answered/Not Answered), Timely Answer (Yes/No), First Contact Resolution (Yes/No).
  • Hang-up Party, Customer Quick Hang-up (Yes/No).
  • Satisfaction Rating, Whether Satisfaction Survey Requested.
• Call Details:
  • Customer Number, Call Type (Inbound, Outbound, Internal, etc.), Call Handling Type (Transfer to Agent, Forward, Consult, etc.).
  • Call ID, Associated Master CDR ID.
• Business Tags: Call Tags, Work Orders, Business Records.

5.2.4 Master CDR Fields

The list displays core fields related to agent performance by default.

• Agent Information: Agent ID/Name, Belonging Queue.
• Call Overview:
  • Customer Number, Call Type, Call Handling Type, Associated Master CDR ID.
  • Answer Status, Timely Answer, First Contact Resolution, Hang-up Party, Customer Quick Hang-up.
  • Satisfaction Rating, Whether Satisfaction Survey Requested.
• Time and Efficiency:
  • Start Time (Time agent entered the call), Answer Time, End Time.
  • Talk Time, Ring Time, Wait Time.
• Key Performance Identifiers:
  • Answer Rate, Average Talk Time, Timely Answer Rate, First Contact Resolution Rate, Satisfaction Score (can be viewed via statistics row or associated reports).
• Business Association: Call Tags, Work Order ID, Business Record Summary.

5.2.5 Subordinate CDR Details

Subordinate CDR expands the agent's complete activity trail within this call.

1. This Interaction Details:
   • Detailed Timeline: Timestamps for nodes like Ring Start, Answer, Hold, Hang-up.
   • Operation Record: Time, target, and result of actions like initiating Transfer, Consult, Three-way, Monitor, Barge-in.
   • Segment Recording: The call segment recording for this agent's participation (Play/Download).
2. Associated Master CDR Information: Can jump or embed to view the full picture of this call's "Customer Incoming Call Record," understanding call context and final result.
3. Satisfaction Attribution Details: If this call has a satisfaction rating, clearly displays whether this rating belongs to this agent, and the rating details.

5.2.6 Data Structure Relationship

graph TB
    A[Agent Zhang San] --> B[Daily Answer Records]
    B --> C[Call 1: Inbound Inquiry]
    B --> D[Call 2: Inbound Complaint]
    B --> E[Call 3: Outbound Follow-up]
    
    C --> F[Details: Talk Time 45s<br>Satisfaction: Satisfied]
    D --> G[Details: Talk Time 120s<br>Transferred to Expert]
    E --> H[Details: Talk Time 60s<br>Result: Appointment Scheduled]
    
    F --> I[Performance Calculation]
    G --> I
    H --> I
    
    I --> J[Personal Daily Report:<br>Answer Rate: 100%<br>Avg Talk Time: 75s<br>Satisfaction: 90%]

5.2.7 Data Export

Provides data support for performance analysis and team management.

• Export Records: Exports Agent Answer Record Master CDR, fields can be customized.
• Export Performance Details: Exports a detail sheet containing detailed performance metrics for each call (e.g., Timely Answer, First Contact Resolution).
• Associated Data Export: Supports exporting the corresponding "Customer Incoming Call Record" master data or "Call Details" comprehensive report for selected agent records.

5.3 Call Abandonment Record (System Health Perspective)

5.3.1 Business Objective

Monitors system service availability, identifies technical issues and configuration defects. Used for system failure warning, resource allocation optimization, and service capacity planning.

5.3.2 Query Condition Design

To quickly locate system issues, the following query conditions are provided:

• Time Conditions: Start Time, End Time, Abandonment Duration.
• Abandonment Type: System Not Answered, System Answered But Not to Agent.
• Detailed Reason:
  • Account Exception (Account Suspended, Insufficient Balance, Service Expired, etc.)
  • Concurrency Limit Exceeded
  • Blacklist/Whitelist Restriction
  • IVR Exception
  • Abandoned in IVR
  • Abandoned in Queue
  • Ended After Voicemail
• Customer Information: Customer Number, Customer Location.
• System Information: Hotline/Virtual Number, Caller ID Number.

5.3.3 Master CDR Fields

The list clearly displays key abandonment information.

• Abandonment Overview: Customer Number, Hotline/Virtual Number, Start Time, Abandonment Duration.
• Abandonment Classification: Primary Classification (System Not Answered / System Answered But Not to Agent), Secondary Classification (Specific Reason).
• Detailed Reason: Displays specific failure reason, such as "Insufficient Account Balance," "Queue Overflow," etc.
• Analysis Dimensions: Analysis tags such as Abandonment Node, Wait Duration, Time Period Distribution.

5.3.4 Subordinate CDR Details

Call Abandonment Records typically do not have complex Subordinate CDRs, but provide the following detailed information:

1. Abandonment Details: Displays the complete timeline of the abandonment event, including:
   • Call Initiation Time, System Check Time, Failure Time Point.
   • System status at failure (Concurrency, Account Status, etc.).
2. Associated Configuration Information: If involving IVR or queue configuration, can关联 view relevant configuration snapshots.
3. Historical Trend: Can view historical records of the same number or same reason abandonment.

5.3.5 Call Abandonment Classification System

graph TD
    A[Call Abandonment Overview] --> B[System Not Answered]
    A --> C[System Answered But Not to Agent]
    
    B --> B1[Account Exception]
    B --> B2[Concurrency Limit Exceeded]
    B --> B3[Blacklist/Whitelist Restriction]
    B --> B4[IVR Exception]
    
    C --> C1[Abandoned in IVR]
    C --> C2[Abandoned in Queue]
    C --> C3[Ended After Voicemail]
    
    B1 --> D[Specific Reasons:<br>• Account Suspended<br>• Insufficient Balance<br>• Service Expired]
    
    C1 --> E[Analysis Dimensions:<br>• Abandonment Node<br>• Wait Duration<br>• Time Period Distribution]

5.3.6 Data Export

Supports data export needs for system health analysis.

• Export Records: Exports Call Abandonment Record list.
• Export Analysis Report: Generates analysis reports by time period, abandonment type, reason, and other dimensions.
• Export Trend Data: Exports abandonment trend statistics for system capacity planning.

5.4 Outbound Record (Proactive Outreach Perspective)

5.4.1 Business Objective

Tracks outbound campaign effectiveness, optimizes outreach strategies and list management. Focuses on scenarios like Preview Outbound, Manual Outbound, etc., providing full-linkage data support from list management to effect evaluation.

5.4.2 Query Condition Design

To support multi-dimensional analysis, the following grouped query conditions are provided:

• Time Conditions: Start Time, Answer Time, End Time, Talk Time, Total Duration.
• Agent Information: Outbound Group/Agent (cascade), Agent Phone, Data Filter Scope (e.g., My Records, Records I Participated In, Belonging Queue Records).
• Call Information:
  • Customer Number, Call Type (Preview Outbound, Manual Outbound), Caller ID Number, Virtual Number.
  • Answer Status (Mapped based on call type, e.g., Preview Outbound includes "Customer Not Answered / Agent Not Answered / Agent Answered / Customer Answered").
  • Call Result (Call Successful / Failed, failure subcategories like line fault, risk control, etc.).
  • After enabling number identification, can further filter failure reasons (Invalid Number, Power Off, Busy, Rejected, etc.).
  • Hang-up Party, Satisfaction, Customer Location, Call ID, etc.
• Business Identifiers: Outbound Task (Name fuzzy search), Whether has work order, Whether has business record.

5.4.3 Master CDR Fields

The list displays key fields by default, supports custom selection and ordering.

• Call Information:
  • Customer Number/Location, Customer Name (from CRM), Call Type, Caller ID Number/Location, Trunk Group Number, Virtual Number/Location.
  • Answer Status, Call Tags, Call ID, Call Result (displays different enumerated values based on whether number identification is enabled), Hang-up Party.
  • Recording (Play/Download/Transcript), Whether Satisfaction Survey Requested, Satisfaction Rating, CallID, WebRTCCallID.
• Agent Information: Agent (ID), Agent Phone (RTC Outbound has identifier).
• Time and Duration:
  • Start Time, Agent Pick-up Time, Customer Ring Time, Customer Answer Time, End Time.
  • Talk Time, Total Duration.
  • New Duration Metrics: Pre-ring Wait Duration, Customer Ring Duration, Outbound Wait Duration, used for deep analysis of outbound efficiency.
• Business Identifiers: Outbound Task, Work Order, Business Record, Custom Fields, Customer Profile.

5.4.4 Subordinate CDR Details

Used to expand the detailed interaction process of a single outbound call.

1. IVR Record: If the outbound call is transferred to IVR after connection, displays the complete node path.
2. Outbound Details: Records details of each call attempt, including:
   • Agent, Start Time, Customer Ring Time, Customer Answer Time, End Time, Talk Time.
   • Call Type, Call Handling Type (Transfer to Customer, Transfer to Agent, Forward, Consult, etc.), Call Result, Call Status.
   • Recording, Customer Ringback Tone Recording (if exists), CallID, WebRTCCallID.
3. Satisfaction Survey: Clearly displays the satisfaction rating and the agent ID/name it is attributed to.

5.4.5 Outbound Lifecycle Process

The outbound lifecycle from initiating the call to call end covers multiple possible outcome paths. The following flowchart shows the complete outbound lifecycle:

flowchart TD
    A[Initiate Outbound Call] --> B[Customer Rings]
    B --> C{Customer Answer Status Judgment}
    
    C -->|Normal Answer| D[Customer Answers]
    D --> F[Start Conversation]
    F --> G[Conversation in Progress]
    G --> H[Conversation Ends]
    
    C -->|Not Answered| I[No Answer/Busy]
    I --> J[Record Unanswered Result]
    
    C -->|Abnormal| L[Invalid Number/Out of Service, etc.]
    L --> M[Mark as Invalid Number]
    
    H --> N[Generate Outbound Record]
    M --> N
    
    subgraph Normal Flow
        D  --> F --> G --> H
    end
    
    subgraph Exception Handling
        I --> J 
        J --> N

        L --> M
    end

Process Description:

1. Initiate Outbound Call: The outbound system starts calling the customer.
2. Customer Rings: The customer's phone starts ringing.
3. Customer Answer Status Judgment: The system enters different branches based on customer response:
   • Normal Answer Path: Customer answers the phone → System assigns agent → Start conversation → Conversation in progress → Conversation ends.
   • Not Answered Path: Customer no answer or busy → Record unanswered result → Set recall strategy.
   • Abnormal Path: Number is invalid, out of service, etc. → Mark as invalid number.
4. Record Generation: Regardless of the outcome, the system generates a corresponding outbound record containing complete call details.

Branch Details:

• Normal Answer: Call parties successfully connect, agent and customer communicate, generating a complete record with information like talk time, satisfaction after the call ends.
• Not Answered: Customer does not answer the phone, system records the reason (busy, no answer, etc.), and decides whether to call again based on preset recall strategy.
• Abnormal Status: Number has issues (invalid, out of service, etc.), system marks the number status to avoid无效 calls.

This process ensures every outbound attempt is fully recorded, whether successful call or failed attempt, providing comprehensive data support for outbound effect analysis and strategy optimization.

5.4.6 Data Export

Provides multiple export methods, all integrated into the Task Center:

• Export Records: Exports Master CDR data, fields can be customized.
• Download Recordings: Batch downloads call recording files.
• Export IVR: Exports navigation path details.
• Export Details: New feature, exports all Subordinate CDR details (excluding satisfaction).
• Export Session Evaluation: Exports fields including session summary, problem resolution status, satisfaction analysis, etc.
• Export Field Settings: Provides categorized field selection and ordering settings.

5.5 WebCall Record

5.5.1 Business Objective

Records the full process of calls initiated from web pages (e.g., click-to-call, voice notification), covering the initial call and transfer process, evaluating Web channel outreach effectiveness.

5.5.2 Query Conditions

• Time Conditions: Start Time, Initial Call Answer Time, Transfer Answer Time, End Time, Total Duration, Talk Time.
• Call Information: Initial Call Number, Transfer Number, Caller ID Number, Virtual Number, Answer Status (Initial Call Not Answered, Initial Call Answered, IVR Access, Transfer Not Answered, Transfer Answered), Call ID.

5.5.3 Master CDR Fields

• Call Information: Initial Call Number/Location, Caller ID Number/Location, Trunk Group Number, Virtual Number/Location, Answer Status, Call ID, IVR Name, Call Status, Recording, CallID, Initial Call Ringback Tone Recording.
• Time and Duration: Start Time, Initial Call Ring Time, Initial Call Answer Time, Transfer Start/Ring/Answer Time, End Time, Talk Time, Total Duration, Initial Call Ring Duration.

5.5.4 Subordinate CDR Details

1. IVR Record: If navigation is configured, displays path information after IVR access.
2. Transfer Record: Records transfer target details (number or agent), time points for each stage, talk time, agent information, call status, WebRTCCallID.
3. Transfer to Agent Record: If agent-initiated actions occur (Forward, Consult, etc.), separately displays agent, time, call handling type, call status, recording, etc.

5.5.5 Data Export

Supports exporting records, downloading recordings, exporting IVR, exporting details, exporting session evaluation, and field settings, all integrated into the Task Center.

5.6 Internal Call Record

5.6.1 Business Objective

Tracks internal calls between agents or between agents and IP phones, used for internal collaboration analysis, internal support efficiency evaluation, and communication cost management.

5.6.2 Query Condition Design

To quickly locate internal calls, provides concise and efficient query conditions.

• Time Conditions: Start Time, Answer Time, End Time, Talk Time, Total Duration.
• Caller: Calling Agent (ID/Name), Calling Agent Phone.
• Callee:
  • Callee Type Filter (Agent / IP Phone).
  • Switches corresponding callee agent list or IP phone number list for multi-select based on type.
• Call Result: Answer Status (Caller Not Answered, Callee Not Answered, Both Answered).
• Business Identifiers: Call ID, Call Tags.

5.6.3 Master CDR Fields

The list clearly displays core information of internal calls.

• Participant Information:
  • Calling Agent (including ID), Calling Agent Phone.
  • Callee (Format: Agent: Zhang San[001] or IP Phone: 1001).
• Call Overview:
  • Answer Status, Call Tags, Call ID.
  • Recording (Play/Download).
• Time and Duration:
  • Start Time, End Time, Answer Time (Time callee answered).
  • Talk Time (Conversation duration after both parties connected), Total Duration (From call initiation to end).

5.6.4 Subordinate CDR Details

Internal call process is relatively simple. Subordinate CDR mainly contains:

1. Call Details: Displays detailed information of a single call attempt, including:
   • Call Initiation Time, Callee Ring Time, Answer/Failure Time, End Time.
   • Call Result (Success, Failure and reason, such as Busy, No Answer).
   • If multiple call attempts exist (e.g., redial on busy), lists each attempt in sequence.
2. Recording Playback: If the call was recorded, provides recording segment playback and download.

5.6.5 Data Export

Supports常规 data export needs for internal communication management.

• Export Records: Exports Internal Call Master CDR list data.
• Download Recordings: Batch downloads internal call recording files.
• Export Field Settings: Customizes export fields.

VI. Data Mapping of Key Business Processes

6.1 Data Recording for Standard Inbound Process

graph LR
    subgraph "Call Process"
        A[Customer Dials] --> B{System Access Check}
        B -->|Pass| C[IVR Navigation]
        B -->|Reject| Z[Abandonment: System Not Answered]
        
        C --> D{Customer Selection}
        D -->|Enter Queue| E[Queue Wait]
        D -->|Leave Voicemail| F[Voice Message]
        D -->|Abandon| Z2[Abandonment: IVR Abandon]
        
        E --> G{Assign Agent}
        G -->|Success| H[Agent Rings]
        G -->|Fail| Z3[Abandonment: Queue Overflow]
        
        H --> I{Agent Response}
        I -->|Answer| J[Conversation Service]
        I -->|Not Answer| Z4[Abandonment: Agent Not Answered]
        
        J --> K[Conversation Ends]
        K --> L[Satisfaction Survey]
    end
    
    subgraph "CDR Recording"
        Z --> M1[Record to Abandonment Table]
        Z2 --> M1
        Z3 --> M1
        Z4 --> M1
        
        C --> N1[Record IVR Event]
        E --> N2[Record Queue Event]
        H --> N3[Record Agent Ring Event]
        J --> N4[Record Agent Answer Event]
        K --> N5[Record End Event]
        L --> N6[Record Satisfaction Event]
        
        M1 --> O[Form Complete CDR]
        N1 --> O
        N2 --> O
        N3 --> O
        N4 --> O
        N5 --> O
        N6 --> O
    end

VII. How to Solve Your Specific Problems Through CDRs

7.1 Customer Incoming Call Record: See the Full Picture of a Single Call at a Glance

Design Meaning: Takes "one complete customer call attempt" as a unit, integrates all related information to form a data closed loop.

How to Solve Your Problem:

• Problem: Customer complains, pressed many keys in the IVR, waited a long time, and still didn't solve the problem.
• Troubleshooting Method:
  1. Query: Find that "Customer Incoming Call Record" via customer number or time.
  2. View Master CDR: Quickly get key conclusions.
     • Answer Status: Agent Answered → An agent handled it in the end.
     • Total Duration: 125 seconds → Total time from dial to hang-up.
     • First Timely Answer: No → The first agent who answered did not answer within the specified time.
     • Satisfaction: Dissatisfied → Service result was poor.
  3. Expand Subordinate CDR: Locate the problematic环节.
     • Navigation Info: See the customer pressed "1 → 3 → #" in the IVR and finally entered the "Complaint Queue." (Judge IVR design complexity)
     • Queue Record: See the customer waited 45 seconds in the "Complaint Queue," during which the system attempted to assign 3 agents unsuccessfully. (Locate queue bottleneck)
     • Agent Answer Record: See it was finally answered by agent "Li Si," talk time was 40 seconds. (Judge if handling was rushed)

7.2 Agent Answer Record: Precisely Measure Individual Performance and Service Behavior

Design Meaning: Focuses on the individual agent, clearly recording every call segment they participate in (whether as caller, transferred to, or passive listener).

How to Solve Your Problem:

• Problem: Agent A has high answer volume, but also many customer complaints, reason unclear.
• Troubleshooting Method:
  1. Filter: Filter for Agent A in "Agent Answer Record."
  2. Analyze Fields:
     • Call Handling Type: Transfer to Agent predominates → Mainly handles new calls assigned from queue.
     • Call Handling Type: Forward also has many → Often takes difficult calls from other agents.
     • Timely Answer: No ratio is relatively high → May have response delay issue.
     • Hang-up Party: Customer Hang-up and within 10 seconds after answer → May have communication opening issue.
  3. Associate Master CDR: Click a single record to view the corresponding "Customer Incoming Call Record," analyze specific conversation content and customer tags to find common reasons for complaints (e.g., not proficient in handling certain business types).

7.3 Clear Field Definitions: Eliminate Ambiguity, Unify Assessment Standards

We have redefined and made explicit key business fields, ensuring your team and system have a consistent understanding:

7.4 Call Details Page: One-Stop Root Cause Analysis Dashboard

Design Meaning: This is not simple information堆砌, but an investigation panel organized by timeline and logical relationships.

How to Troubleshoot a Complaint of "Suspected Excessively Long Queue Wait":

1. Enter the "Details Page" for that call.
2. View the "Navigation Information" timeline: Confirm the specific time point (T1) the customer entered the queue.
3. View the "Selected Queue/Agent Records":
   • See the system attempted to call "Agent Zhang San" at T1, result "Ringing Not Answered."
   • See the system attempted to call "Agent Li Si" at T2 (30 seconds later), result "Customer Quick Hang-up" (customer may have lost patience after long wait).
   • See the system attempted to call "Agent Wang Wu" at T3, finally answered.
4. Conclusion: The queue problem was mainly due to the preceding agent (Zhang San) not answering promptly, causing customer wait timeout. Responsibility lies not with system or queue configuration, but with agent response.

7.4.1 Details Page Composition

The Call Details Page integrates all data for a single call, clearly structured for deep analysis:

• Call Information: Displays basic information like Call Type, Answer Status, Customer Information, Caller ID Number, Time, Duration, Satisfaction, Tags, Call ID, etc.
• Custom Information: Displays customer-defined custom fields.
• Call Agent/Customer Records: Displays each call attempt's agent, duration, call handling type, and result on a timeline.
• IVR Record: If exists, displays the complete navigation path.
• Agent Answer/Transfer Records: Displays details of all agent-initiated actions (Consult, Forward, Three-way, etc.), expandable to view call target and status.
• Intelligent Assistant: If enabled, provides entry to view assistant analysis results.
• Recording: Provides a complete recording player supporting play, fast forward, speed control, download, transcript.

VIII. Integration Guide: How to Utilize CDR Data

8.1 Data Export and Secondary Analysis

• Full Export: Supports exporting full CDR data matching filter criteria (limit 1 million records), fields customizable, includes customer profiles and business records.
• Bulk Recording Download: Asynchronous packaging via "Download Center," supports分包 download of超大数量 recordings (5000 records per package).
• Integration with BI Systems: Provides CSV data with stable structure and clear field meanings for定期抽取, used to build multi-dimensional reports or dashboards.

8.2 Key Event Push (Webhook)

(Note: This is a suggested extended capability) Can subscribe to specific events (e.g., call end, satisfaction submission), the system will push messages containing call_id and related summary information. Can callback open APIs based on call_id to obtain complete structured CDR details, used to trigger subsequent automation workflows (e.g., low-score callback, work order escalation).

8.3 Permission Isolation Ensures Data Security

• Role-Based Access:
  • Agents can only view "My Records."
  • Supervisors can view "Belonging Queue Records."
  • Administrators have full permissions.
• Menu-Level Control: Can independently authorize view, export, batch download permissions for modules like "Inbound Records," "Outbound Records," "WebCall," "Internal Calls."
• Smooth Transition of Historical Permissions: After feature launch, original "Call Records" permissions will be automatically mapped and checked for the corresponding newly split four modules.
• Data Masking: Strictly adheres to number masking rules set in enterprise-level configuration, effective throughout query, display, and export processes.

IX. Troubleshooting and Diagnostic Guide

9.1 Common Issue Troubleshooting Process

9.1.1 Issue: "Customer complains no one answered the phone"

graph TD
    A[Start Troubleshooting] --> B{Query Customer Incoming Call Record}
    B --> C[Find Corresponding Call]
    C --> D{Check Answer Status}
    
    D -->|System Not Answered| E[Check Abandonment Record]
    D -->|System Answered| F[Check IVR/Queue Record]
    D -->|Agent Not Answered| G[Check Agent Answer Record]
    
    E --> E1[Check Failure Reason]
    E1 --> E2[Account Exception/Concurrency Limit Exceeded, etc.]
    E2 --> E3[Contact Operations]
    
    F --> F1[Check if Entered Queue]
    F1 -->|No| F2[IVR Flow Issue]
    F1 -->|Yes| F3[Check Queue Wait]
    F3 --> F4[Queue Timeout/Overflow]
    F4 --> F5[Optimize Queue Config]
    
    G --> G1[Check Which Agents Were Assigned]
    G1 --> G2[Check Agent Status]
    G2 -->|Offline/Busy| G3[Agent Scheduling Issue]
    G2 -->|Online| G4[Check Ringing Status]
    G4 -->|Did Not Ring| G5[CTI Routing Issue]
    G4 -->|Rang Not Answered| G6[Agent Response Issue]
    
    G6 --> G7[Training or Set Reminder]

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Document Note: This document comprehensively reconstructs the call center CDR system, splitting call records by business scenario into Inbound Records (including Customer Incoming Call Record, Agent Answer Record, Call Abandonment Record), Outbound Records, WebCall Records, and Internal Call Records. Each record type is详细 designed from five dimensions: business objective, query conditions, master CDR fields, subordinate CDR details, and data export. By providing four key perspectives (Customer Journey, Agent Performance, System Health, Proactive Outreach) to restore the complete call truth, along with clear troubleshooting guides and integration solutions, it provides a solid data foundation for the精细化 operation of call centers.