Call centers need advanced data analytics solutions to improve customer satisfaction and ensure operational efficiency. Data sources such as CDR (Call Detail Record) and CMR (Call Management Record) provide critical information to measure and optimize call performance. In this blog post, we will examine how to analyze CDR and CMR data, how to leverage this data, and how the UC-Gadgets platform can improve your call center performance.

What is CDR and Why is it Important?

CDR (Call Detail Record) is a dataset that provides detailed information about a call. These records include information such as call start and end time, call duration, call direction (incoming/outgoing), caller and called number. Using CDR data, call center performance can be measured, customer service processes can be analyzed, and potential problems can be identified.

Some advantages of CDR data:

  • Improve service quality by detecting unanswered or failed calls
  • Identify peak hours by analyzing call volume
  • Evaluating the performance of customer representatives by average call duration

How to Improve Call Quality with CMR

CMR (Call Management Record) contains technical data generated during calls. Metrics such as jitter, packet loss, latency, and call quality scores are factors that directly affect customer experience. Thanks to CMR data, technical problems experienced in VoIP (Voice over IP) calls can be detected and solutions can be developed.

Benefits of CMR data:

  • Measuring customer satisfaction with sound quality scores
  • Monitoring jitter and latency to improve network performance
  • Providing better call experience by analyzing packet loss rates

Call Center Reporting with UC-Gadgets

UC-Gadgets is a powerful platform that allows you to instantly track call center data and perform detailed analysis. It automatically collects CDR and CMR data, visualizes your call traffic and creates meaningful reports.

With UC-Gadgets you can:
✅ Generate real-time call performance reports
✅ Improve customer service processes by analyzing CDR and CMR data
✅ Increase the quality of VoIP calls by instantly detecting technical glitches

📌 Optimize your call center performance and maximize customer experience with CDR and CMR analysis!