Key Metrics for CDR Details

A Call Detail Record (CDR) captures the specifics of every inbound and outbound call on your Cloud Voice phone system, also known as a PBX (Private Branch Exchange). When you open the full details of a single record (Reports and Recordings > CDR > CDR (Advanced) > Details), the information is organized into a set of panels. This page walks through each panel and explains what the fields mean.

Tip

You can open a record’s details in a separate browser tab to keep it handy while you continue working elsewhere in the portal.

Basic call information

This panel gives you a quick, at-a-glance summary of the call and where it ended up.

Item	Description
ID	The unique identifier assigned to the call.
Time	When the call was placed or received.
Communication Type	Whether the call was Internal, Inbound, or Outbound.
Call From	The party that started the call.
Call To	The party that the call was originally placed to.
Last Participant	The party that received the call on its final leg.
Last Status	How the call ultimately ended: ANSWERED, NO ANSWER, BUSY, FAILED, VOICEMAIL, or ABANDONED.
Disconnected by	The party that ended the call: Call Party (Internal Extension), Call Party (External Number), or PBX Others.

Note

When a call passes through more than one leg, the Communication Type, Call From, and Call To fields reflect the first leg, while Last Participant, Last Status, and Disconnected by reflect the last leg.

PBX Others means the call was ended by something other than one of the two call parties. This happens, for example, when an incoming call goes unanswered past the maximum wait time, or when the call is cut off by an emergency call.

Call Notes

This panel brings together every note attached to the call, along with the people who recorded them, so nothing important gets lost. Because notes are tracked per leg, you can drill in and view or edit the notes for any individual call leg.

Item	Description
Call Disposition	The disposition code applied to the call.
Remark	The free-text notes recorded against the call.
Registered Extension	The extension that made the most recent edit to the note.

Recording

This panel consolidates every recording captured across all legs of the call into a single waveform. The waveform lines up call duration against recording duration, making it easy to see when each party was talking and to jump straight to the segment you want to hear.

The panel also gives you hands-on control over the recordings:

• Play back a recording, adjusting the volume and the playback speed.
• Download recordings one segment at a time or as a single combined file.
• Delete recordings without leaving the panel.

Danger

Deleting a recording is permanent: there is no undo, and the audio cannot be recovered. Recordings are frequently retained for training, dispute resolution, or legal and compliance reasons, so confirm you are allowed to remove one before you delete it.

Item	Description
Leg {number}	Shows the participants in that recording, the leg’s start and end times, and the recording length.

Tip

Click a call-leg bar to jump straight to the matching segment in the waveform.

Timeline

This panel lays out the per-leg data for the call. How much detail you see depends on whether the call timeline feature is turned on.

By default, leg data appears in a flat, consolidated layout. With the call timeline feature enabled, Cloud Voice instead records every event across the call’s lifecycle and lists them in the order they happened.

Supported views

View	Description
Standard View (call timeline disabled)	Collects the essential metrics for each leg into a single flat layout for a quick overview of call activity.
Timeline View (call timeline enabled)	Lists every event from the start of the call to the end in chronological order, for a detailed, step-by-step picture.

Supported metrics

Note

When the call timeline feature is enabled, Cloud Voice records timeline data for each call, and you can see a leg’s overall metrics by hovering over it.

Item	Description
Call quality indicator	A colored dot that links to the call quality monitoring report for the leg: green for good quality, orange for moderate, and red for poor. See Call quality monitoring report metrics below.
Call Leg ID	The unique identifier for the leg.
Call Leg Time	When the leg started.
Communication Type	Whether the leg was Internal, Inbound, or Outbound.
Call From	The party that started the call.
Call To	The party that received the call.
Status	The status of the leg: ANSWERED, NO ANSWER, BUSY, FAILED, VOICEMAIL, or ABANDONED.
Call Duration	Total elapsed time from when the leg started to when it ended. Calculated as Ring Duration + Talk Duration + Hold Duration.
Ring Duration	Time between the leg starting and being answered.
Pure Talk Duration	Time between the call being answered and ending, not counting any time on hold.
Hold Duration	Time the call spent on hold.
Source Trunk	The trunk the call came in on.
Destination Trunk	The trunk the call went out on.
DID/DDI	Direct Inward Dialing (also called Direct Dialing In): the specific number the caller dialed to reach your system.
Outbound Caller ID	The number shown on the callee’s phone.
Caller IP Address	The IP address of the caller’s device.
PIN Code	The PIN entered to place the call through a restricted outbound route.
AI Summary	An AI-generated summary of the call. Click the indicator to view, copy, edit, or download it.
AI Receptionist	The outcome of an AI receptionist call: Resolved (the caller’s issue was handled without a transfer), Transferred (the call was passed to another destination), or Unresolved (neither resolved nor transferred).

Note

The Call quality indicator is not available for legs where the call is routed to an IVR (Interactive Voice Response menu), ring group, queue, conference, or extension monitoring.

AI Summary appears only when the call was transcribed by the built-in AI engine, or by an integrated third-party speech-to-text service with a large language model (LLM) enabled for call summaries.

AI Receptionist appears only for AI receptionist calls.

Call quality monitoring report metrics

Opening a leg’s call quality monitoring report shows the following.

Metric	Description
Overall Score	The overall call quality score and rating.
Summary	A summary of the call quality report.

Caller and Callee

Metric	Description
Name	Name and number.
Monitoring Duration	How long call quality was monitored.
Codec	The codec used for the call.
Client	The client or device used for the call: the Cloud Voice App on mobile (iOS/Android), the Cloud Voice App on desktop (Windows/Mac), the Cloud Voice App on the web, or an IP phone (vendor, model, and firmware version).
Round Trip Time (ms)	The round-trip transmission time for audio packets.
Local Address	The local IP address the client used for the call.
Public IP Address	The public IP address the client used for the call.
Network Type	The type of network connection the client used during the call.

Audio from PBX and Audio to PBX

Metric	Description
MOS	The Mean Opinion Score for audio quality: below 3.5 is poor, 3.5 to under 4.0 is moderate, and 4.0 to 5.0 is good.
Packet Loss Rate (%)	The percentage of audio packets that were lost.
Jitter Buffer (ms)	The buffer used to compensate for variation in packet delay.
Latency (ms)	The network transmission delay.

AI Transcription

This panel shows the AI-generated transcript of the conversation so you can read through exactly what was said. It covers:

• Transcripts produced by the AI Call Transcription feature.
• Transcripts and tool-call records produced by the AI Receptionist feature.

You can search the transcript for keywords to find a specific passage, and download it as a .txt or .docx file.

Note

Transcripts generated by the AI Receptionist do not draw down the minutes allotted to the AI Call Transcription feature.

When the call is transcribed by the built-in AI engine, or by a third-party speech-to-text service with an LLM enabled for call summaries, you can also view the AI-generated summary in the Timeline panel.

Call Time Breakdown

This panel shows the total length of the call and how that time was distributed across the call’s lifecycle, so you can spot where time is being spent and where there is room to improve.

Item	Description
Total Duration	The full elapsed time from the start of the call to the end. Calculated as Routing Duration + Handling Duration.
Routing Duration	Time between the call starting and being answered. Calculated as Waiting Duration + Time Spent in IVR/Call Flow.
Handling Duration	Time between the call being answered and ending, including any time on hold. Calculated as Pure Talk Duration + Hold Duration.
Waiting Duration	Time between the call starting and being answered.
Pure Talk Duration	Time between the call being answered and ending, not counting any time on hold.
Hold Duration	The total time the call spent on hold.

Note

For Routing Duration, when a call passes through an IVR or a call flow, the time between entering and leaving that IVR or call flow is included.

For Waiting Duration and Pure Talk Duration, any time spent in an IVR or call flow is excluded.