Specifications

Call Detail Record Reports
C – 12 ShoreTel, Inc.
CDR Reports
The ShoreTel system comes bundled with 12 CDR reports generated using data from
the active CDR database on the ShoreWare server. CDR reports present information
about users, trunks, WAN links, workgroup queues, account codes, and workgroup
agents. Reports are grouped into two categories: summary and detail.
Summary reports provide a high-level view of activity that occurred in a particular area,
while detail reports provide a detailed view of activity beyond that of the summary
report. Typically, you use the summary report to identify any discrepancies or
problems, and the detail report to uncover more specific information. The workgroup
queue report only has a summary report.
User Activity Summary Summarizes all calls for each user.
User Activity Detail Lists every call for each user.
Trunk Activity Summary Summarizes all calls for each trunk.
Trunk Activity Detail Lists every call for each trunk.
Workgroup Agent Summary Summarizes all inbound workgroup calls for each
agent.
Workgroup Agent Detail Lists every inbound workgroup call for each agent
and optionally, outbound calls. Non-workgroup calls
for the agent are also reported.
Workgroup Queue Summary Summarizes queue activity for every workgroup,
including calls that went directly to agents.
Workgroup Service Level
Summary
Summarizes data on call processing by the workgroup
server.
Media Stream Summary Summarizes media stream traffic and call quality for
calls made over the WAN in multi-site deployments.
Media Stream Detail Lists media stream made over the WAN in multi-site
deployments.
Account Code Summary Summarizes call information for each account; counts
of calls each day, along with their total and average
duration. There are also totals for the reporting
period.
Account Code Detail Provides a detailed list of calls that occurred for each
account. For each call the date/time of the call,
number dialed, the extension making the call and the
duration of the call is included. For each account, a
summary is provided of the number of calls, along
with their total and average duration.