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How can I use CDR to see which Call Queue a specific call reached
8x8 Support

How can I use CDR to see which Call Queue a specific call reached

Applies To

  • Virtual Office Analytics

Procedure

  1. Sign in to VOA
  2. Navigate to the Call Detail Records report
  3. Use the Date Picker to narrow the time to make it easier to find the desired call
    1. Call Records modeCDR_CallRecordsCQCall.png
      In Call Records mode, direct calls to a Call Queue should have 'CallQueue' in the Callee column. The Callee Name column will contain the name of the Call Queue. In this example, the name of the Call Queue is 'Call Queue MouseTrack'.
      If the call was not made directly to the Call Queue, you may need to use one of the Call Legs modes to identify which Call Queue was reached
       
    2. Call Legs (Simpified) modeCDR_CallLegsSimplifiedCQCall.png
      In Call Legs (Simplified) mode, you can see the call split into the different connected call legs. 
      In the example, the first leg of the call was connected to the Call Queue with the name 'Call Queue MouseTrack' at extension '40851'.
      The second leg of the call was connected to extension '4085'
       
    3. Call Legs modeCDR_CallLegsCQCall.png
      In Call Legs mode, you can see the call legs for the main call, and also any child call legs that were generated for the call.
      You can see the same information as in Call Legs (Simplified) mode, plus the child call legs for when the CallQueue offered the call to an extension and the call was not answered.
       

Additional Information

You can enable additional columns by clicking on Column icon (three vertical bars) in the upper right. 
Enabling the 'Parent Call ID' column in Call Legs mode will make it easier to identify child call legs.