Understand call data across reports
Analytics for 8x8 Work provides multiple ways to view your communication data. Depending on whether you are troubleshooting a technical issue or auditing high-level business trends, the same call can appear differently across reports. The reports follow a hierarchy moving from the most granular technical detail to the broadest organizational summary.
Report hierarchy
The following reports offer varying levels of data granularity, from the finest detail to the broadest overview:
- The Call Quality report provides a technical health view.
- The CDR
Call Detail Record includes call details such as point of origin,end point, call direction, call duration, and more. Call Legs report provides an interaction view. To learn more, see Run the Call Detail Records reports. - The CDR Call Records report provides a conversation view. To learn more, see Run the Call Detail Records reports.
- The Company Summary report provides a high-level overview. To learn more, see Run the Company Summary report.
Report description
Call Quality report
The Call Quality report focuses on the media stream, providing detailed insights into the actual audio transmitted across the network.
- What you see: One row per audio stream for each connected call.
- Key detail: Only answered calls appear here. Missed and abandoned calls do not generate an audio stream and are not included.
- Unique capability: This is the only report that provides technical metrics, such as Mean Opinion Score (MOSMean Opinion Score provides a numerical measure of the quality of human speech at the destination end of the circuit.), jitter, packet loss, and network paths.
To learn more, see Get Call Quality Details.
CDR Call Legs report
The CDR Call Legs report tracks each leg or segment of a call.
- What you see: One row for every step the call takes. A simple call produces one leg. A call that is transferred or forwarded produces multiple legs.
- Key detail: This report includes unanswered legs and provides a complete map of the entire journey a call takes through your system.
To learn more, see Run Call Detail Record reports: Call Legs report
CDR Call Records report
The CDR Call Records report is the primary source of truth for business interactions. It rolls up all call legs into a single conversation record.
- What you see: One row per total conversation.
- Key detail: All dispositions are included: answered, missed, and abandoned. Use this report to track caller and callee IDs, total talk time, and call direction.
To learn more, see Run Call Detail Record reports
Company Summary report
The Company Summary report offers a high-level overview, grouping data into categories for quick review.
- What you see: Aggregated totals based on direction and disposition, for example, total inbound answered.
- Key detail: This report uses a cached snapshot to support fast loading times. Totals may occasionally lag a few minutes behind the live CDR reports.
To learn more, see Run the Company Summary report
How the data ties together
When reconciling numbers across reports, keep the following in mind:
- Conversations vs. steps: A single CDR Call Record (the full conversation) can consist of one or more CDR Call Legs (the individual steps, such as transfers).
- Calls vs. streams: Every answered call leg that contains audio generates a corresponding call quality row. Internal calls between two 8x8 users typically generate two call quality rows: one for each end of the connection.
- Snapshot accuracy: The Company Summary totals for inbound and extension-to-extension calls match your CDR Call Records exactly. If you see a discrepancy in outbound totals, this is usually due to the cached nature of the company summary. The CDR call records report is the authoritative source for exact figures.
Choose the right report
|
Use this report |
If you want to... |
|---|---|
|
CDR Call Records |
Audit total call volumes, missed calls, or caller and callee details |
| Call Quality | Analyse technical audio issues such as jitter, MOS, or codec |
| CDR Call Legs | Map complex call paths and transfers |
|
Company Summary |
View high-level trends and performance totals at a glance |
