Let’s start by identifying call analytics. Call logging systems have been around since the days of the earliest PBX telephone system.
In the past, these solutions were often described as “call accounting” systems, or “call loggers”. As time moved on, their name evolved and changed, to “call reporting software”, or “call analytics”.
From relatively simple beginnings, call analytics has come a long way. Now, it has the ability to help companies analyse their data more accurately than ever (hence the trendy new name).
Call reporting solutions connect to your phone system (also known as a Unified Communications platform or IP-PBX), and are software-based. They can securely collect and store the data records of all calls made and received.
The majority of telecom systems and providers are able to output text-based telephone records for each call made and received. The resulting information is known as a “Call data record”, or CDR. Without your CDR, you’d never get a phone bill for the calls you make.
CDR records are issued from your system or provider each time a call finishes (terminates). The format of these records can differ for each brand of phone system, though most follow a similar format.
When you receive a phone bill and it shows an itemisation of your calls, these are CDR records.