Every inbound or outbound call generates a CDR record inside Toky. Every CDR row has detailed information about the call, including calls received in phone numbers or through live calls. You can use this data for call center reporting and analysis.
ID of the CDR.
Unique identifier of the CDR.
Inbound number, agent id or web caller id.
Outbound number called, for outbound calls.
For inbound call:
For outbound call:
Phone number for inbound calls
Date and time for the creation of the call record GMT 0.
Start time of the call GMT 0.
End time of the call GMT 0.
Duration of the call in seconds.
For inbound: the agent that received the call.
Agent who receives the call.
If the call is inbound or outbound.
If the call is web only. E.g.: A call from agent A to agent B. No pstn call involved.
For inbound calls, if the caller pressed an option on the IVR menu, this field will have the digit of the option pressed.
Date and time related fields
Fields related with date and time like init_dt, start_time and end_time have GMT timezone. You must convert this information to your desired timezone. For converting any date and time value to a desired timezone you can read this article