Improving results from Call Detail Records

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rubberducky

rubberducky

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Aug 30, 2017
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We're doing some custom work on the CDRs and I'm interested to see how others have tackled this:
If a ring group has 10 extensions in it and a call comes in, you have 9 missed calls and one answered.
If a call center queue has 10 extensions and a call comes in, every time the call is offered but not answered you have 10 missed calls. This leads to an abysmal ASR rate.

What should I look at so that when a call comes in and is answered, it shows as its answered rather than 1 call was answered and 9 missed?
 
I encountered the same issue and had to make substantial modifications to the CDR report and its display format. I successfully adjusted the page to present one line per call, with details of the attempted agents included in the expanded view. Achieving this outcome required considerable effort, but it is certainly feasible.
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There have been a lot of improvements to Call Detail Records in FusionPBX 5.2 and 5.3. There will be more in the future 5.4 release.
 
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