What is Call Detail Report (CDR)?
A call detail report is a comprehensive report on every contact managed by a platform. Call detail reports provide details such as Recording File Name, Account Number, Call Start Time, Phone Dialed, Session ID, Call Result, Agent Result, Campaign Filename, Client ID, Agent Name, and Duration in seconds for every account dialed during a selected date range. Report filters can be applied to include or exclude certain service types, automated system vs. agent-assigned outcomes, and other criteria automatically.
How NICE is Redefining Customer Experience
NICE offers the industry’s only unified AI platform for customer service automation. CXone Mpower revolutionizes how organizations automate customer service from start to finish—with channels, data, end-to-end workflows, and enterprise knowledge converging to improve customer experience at scale. With domain specific AI trained on the industry’s largest CX dataset, an open framework with endless integration possibilities, and a complete suite of advanced AI applications, CXone Mpower is one platform built for organizations of all sizes to deliver seamless customer service experiences, boost operational efficiency, and drive better outcomes.Back to Glossary
