The CDR reporting uses several metrics to provide you with a more in-depth look of a specific call.
IVR Time: This is the duration a caller is waiting for an extension, typically hearing music on hold. This excludes time when the caller hears ring back tone when the system is ringing an extension for the call. The IVR may include the initial announcement, or later stages that may include position announcement and music on hold.
Ring Time: This is the duration a caller is waiting for an extension, typically hearing ringback tone. This is the time when when the system is ringing an extension for the call.
Waiting Time: The waiting time is calculated by adding the IVR and the ringing duration. The waiting time is reporting only for calls that were actually connected to an extension, while the ringing and IVR time is reported also for calls that were abandoned.
Talk Time: This duration is the time an extension was connected to a caller. This time includes the time when the call was on hold.
Hold Time: This duration is part of the talking time and measures how long an extension held the call.
Idle Time: This is the duration before a call when the extension was not connected to a call, from the reporting queue or other calls. Duration of more than eight hours are ignored.