How to retrieve CDRs

Overview

Use the Call Detail Records (CDR) API to query your interaction detail records from your account. Apply various request parameters as filters to limit the number of records in the response.

Important: You may only query CDRs for which access has been granted to you by your account privileges. Refer to Security Access Groups.

How to retrieve values for certain filters

To obtain values for certain CDR request filters, such as queue_ids, agent_ids, and so on, you can use the following APIs to get IDs and other details for these contact center objects:

• List CDRs
• List users
• List deleted users
• List teams
• List queues
• List wrap-up codes

Refer to the Parameter Reference table, below, for more information.

Request example

The following is an example of a request that returns all interaction records for outbound calls from December 12, 2023 onwards. The response should include the first 1000 or fewer records on a single page:

{
  "method": "GET",
  "url": "https://cluster1.voiso.com/api/v2/cdr",
  "headers": {
    "Accept": "application/json"
  },
  "params": {
    "key": "a387aaf1f101fc...fe284aaf61",
    "page": "1",
    "per_page": "1000",
    "type": "outbound",
    "start_date": "2023-12-01"
  }
}

Querying more than 10,000 records

The CDR API returns up to 10,000 results per request. To obtain more than 10,000 results, you must make multiple requests, adding the search_token parameter to subsequent requests.

If your first request returns 10,000 records, but additional records match the search criteria, the response includes the search_token parameter and value. For example:

Response

{
    "records": [ …array of records… ],
    "total":176,
    "page":1,
    "search_token": "WzE2NjkwMTcyNDkwMTUsImNkcl9pdGVtI2MzNTY2ZTFiL"
}

To continue searching the records from where you left off, enter your request again, adding the search_token parameter. For example:

{
  "method": "GET",
  "url": "https://cluster1.voiso.com/api/v2/cdr",
  "params": {
    "key": "a387aaf1f101fc...fe284aaf61",
    "page": "1",
    "per_page": "1000",
    "type": "outbound",
    "start_date": "2023-12-01",
    "search_token": "WzE2NjkwMTcyNDkwMTUsImNkcl9pdGVtI2MzNTY2ZTFiL"
  }
}

Repeat the search process, replacing the search_token value with the new value in the response until the response is "search_token": null. For example:

{
    "records": [],
    "total": 310,
    "search_token": null
}

Parameter reference

The CDR API supports the following parameters.

With these parameters, you can make a GET request:

{
  "method": "GET",
  "url": "https://cluster1.voiso.com.voiso.com/api/v2/cdr",
  "params": {
    "key": "a387aaf1f101fc...fe284aaf61",
    "search_token": "dkeouof13kjhk4HHH59",
    "page": "1",
    "per_page": "20",
    "start_date": "2020-04-01",
    "end_date": "2020-05-01",
    "cli": "197",
    "number": "187",
    "wildcard_cli": "971231",
    "wildcard_number": "7751",
    "queue_ids": "199, 201",
    "agent_ids": "1,2,3",
    "team_ids": "3,4",
    "wrapup_codes": "0001, 1002",
    "campaign_ids": "15, 13, 22",
    "duration_from": "1",
    "duration_to": "10",
    "dialing_time_from": "1",
    "dialing_time_to": "10",
    "talk_time_from": "1",
    "talk_time_to": "10",
    "hold_time_from": "1",
    "hold_time_to": "10",
    "ivr_time_from": "1",
    "ivr_time_to": "10",
    "queue_time_from": "1",
    "queue_time_to": "10",
    "deleted_agent_ids": "15, 16, 17",
    "lead_source": "Google ADS",
    "start_datetime": "2022-08-19T02:56:02",
    "end_datetime": "2022-08-19T02:56:02",
    "uuid": "a6c74840-574b-4e6e-baad-6b69bc38ccfc",
    "related_call_uuid": "8d1371d2-e166-4677-b158-b1782ddd412d",
    "destination_name": "Germany - Other"
  }
}

Response

The following table describes the elements of the response.

Records

The parameters returned for each record are determined by the interaction type, including voice, SMS, and digital interactions (refer to the Notes column).

SLA

For digital (chat-based) interactions, the following service level agreement array parameters are included in the sla parameter:

Sample response:

{
    "records": [
        {
            "agent": "Mike A",
            "from": "15557571011",
            "disposition": "answered",
            "duration": "00:01:19",
            "queue": null,
            "to": "31208112500",
            "timestamp": "2024-07-31T12:43:09.000-03:00",
            "uuid": "5d73e973-4103-48ac-84ad-4861155f86db",
            "wrapup_code": "0101",
            "type": "outbound",
            "agent_id": 56215,
            "cpc": 0.3972
        },
        // ... more records ...
        {
            "agent": "Chandra Agarwal",
            "from": "155535189249",
            "disposition": "answered",
            "duration": "00:00:30",
            "queue": null,
            "to": "155555554236",
            "timestamp": "2024-07-31T11:14:30.000-03:00",
            "uuid": "c61c6ebb-d216-4caa-927a-461c8c8cc705",
            "wrapup_code": "1007",
            "type": "click_to_call",
            "agent_id": 52715,
            "cpc": 0.0032
        },
        // ... more records ...
         {
            "agent": null,
            "from": "Guest",
            "disposition": "archived",
            "duration": "00:00:00",
            "to": "Olek's test",
            "timestamp": "2024-07-24T06:15:40.407-03:00",
            "uuid": "7a221595-6dcd-483a-b37f-65e12317756d",
            "wrapup_code": null,
            "type": "chat",
            "agent_id": null,
            "cpc": 0.0,
            "sla": {
                "time_to_first_response": "00:01:45",
                "time_to_resolution": "48:16:27",
                "time_to_reply": "00:00:23"
            },
            "queue": null
        }
    ],
    "total": 2632,
    "page": 1,
    "search_token": "WzE2ODU1Mzg3MTg5ODUsIySjcl9pdGVtIzkzMjUyOGEyLTdhYYZtNGY3Zi04OWIwLWFhY2M4ZDc2OTk5YiJd"
}