Hi all,
Since our recent upgrade the CDR Log file seems to have changed from 1 record per call 'stage' ie queue -> user -> user -> user
to just 1 CDR record for the entire duration of the call from the outside perspective
Unfortunately this means our internal tooling is now picking up calls as the duration being the call duration rather than the 'talk time' duration, ie the duration now includes the queue time
Is there any way i can retrieve the specific call step durations? or a change i can make to log the CDR entries in the old format?
Previously we would detect only calls to agent extensions and then use this to internally track time on phone via the CDR logs for each call
Now that 'duration' time includes customer queue time, which means people could pickup a call for 1 minute, and it record as say a 10 minute call
Do you have any advice for a more appropriate method for how we might achieve this same end result, but presumably using something instead of the CDR Log? (or a combination of the two)
Since our recent upgrade the CDR Log file seems to have changed from 1 record per call 'stage' ie queue -> user -> user -> user
to just 1 CDR record for the entire duration of the call from the outside perspective
Unfortunately this means our internal tooling is now picking up calls as the duration being the call duration rather than the 'talk time' duration, ie the duration now includes the queue time
Is there any way i can retrieve the specific call step durations? or a change i can make to log the CDR entries in the old format?
Previously we would detect only calls to agent extensions and then use this to internally track time on phone via the CDR logs for each call
Now that 'duration' time includes customer queue time, which means people could pickup a call for 1 minute, and it record as say a 10 minute call
Do you have any advice for a more appropriate method for how we might achieve this same end result, but presumably using something instead of the CDR Log? (or a combination of the two)
