Abandoned and Answered Calls

[alexander-mcmillan]

Hi all am a complete newbie and have been given a number of files by day for callreportdetailed report.

The company want to know which calls have been abandoned and which have been answered. I know that I have to use Correlation Id as the Call leg identifier, but as I am not sure what relates to what then how do I interpret what an abandoned call is and what an answered call is.

 Your help would be much appreciated and be prepared for any questions when you answer as I say am a newbie and was just given the data as if I knew what it meant

Alex

[cdrguru]

Hi Alex,

Welcome to the forum! Let's break down how you can interpret your Webex Calling CDR data to identify abandoned and answered calls.

Key Fields in CDRs:

1. Correlation ID: This is the unique identifier for each call session. Use this to group call legs that belong to the same call.
2. Call Outcome: Indicates whether the call was successfully set up or not.
3. Call Outcome Reason: Provides additional context, such as "NoAnswer," which indicates the call was not answered.
4. Answered: Indicates if the call was answered (True or False).

Steps to Identify Abandoned and Answered Calls:

1. Group by Correlation ID: Group your call records by Correlation ID to ensure you're looking at the complete call session.
2. Check Call Outcome and Call Outcome Reason:
   • Answered Calls: Look for records where the Call Outcome is "Success" and the Answered field is True.
   • Abandoned Calls: Look for records where the Call Outcome Reason is "NoAnswer" or similar indicators and the Answered field is False.

Example Process:

1. Load Data: Import your CDR data into a spreadsheet or a tool like Power BI.
2. Group Records: Use the Correlation ID to group call legs.
3. Filter by Outcome:
   • Create a filter to show only rows where Call Outcome is "Success" and Answered is True for answered calls.
   • Create a filter to show only rows where Call Outcome Reason is "NoAnswer" and Answered is False for abandoned calls.

Practical Example in Excel:

1. Load your CDR data into Excel.
2. Create a Pivot Table:
   • Place Correlation ID in the Rows field.
   • Place Call Outcome, Call Outcome Reason, and Answered in the Values field.
   • Filter the Pivot Table to show Call Outcome as "Success" and Answered as True for answered calls.
   • Filter the Pivot Table to show Call Outcome Reason as "NoAnswer" and Answered as False for abandoned calls.

This way, you can easily see which calls were answered and which were abandoned.

Additional Resources:

For more detailed information on the fields and how to use them, check out these links:

• Understand Detailed Call History Report
• Webex Calling Field Descriptions

Feel free to ask any more questions you might have!

Thanks!
CDRGuru at Metropolis

[dtibbe · Accepted solution]

See also https://www.cisco.com/c/en/us/support/docs/unified-communications/webex-calling/220377-understand-detailed-call-history-report.html and https://help.webex.com/nmug598/ for a field description

Basically as you said: each unique correlation id represents a single call, so you may have a look at each group.

There is a field Call Outcome Reason = NoAnswer which may be helpful.