# Call Details

Navigate to Analytics & Reports | Call Details

This report displays detailed information about a call. This includes IVR, queue, and agent details and recordings.

Enter a scenario Id of a call in the search box and then press the enter key. Detailed call information will appear below.

For report options (e.g., edit columns), See [Report Options](https://cc.docs.landis.cloud/appendix/report-options)

{% hint style="info" %}
A call scenario Id can be found in IVR Details, Queue Details, or Agent Details reports by enabling the scenario Id column in the column chooser.
{% endhint %}

{% hint style="info" %}
A direct link can be created to display a specific call and tab. Use the following format: <https://cc.landis.cloud/app/main/call/> + Call scenario ID + # + Tab name

Tab options are calldetails, recordings, or ivrdetails

See example URL below:
\
<https://cc.landis.cloud/app/main/call/56912e36-d9b3-4d08-b7e9-703f817038cb#recordings>
{% endhint %}

### Call Details

| Property         | Description                                       |
| ---------------- | ------------------------------------------------- |
| Start            | Start date/time of call.                          |
| End              | End date/time of call.                            |
| Length           | Total call length                                 |
| Caller           | Name of caller                                    |
| Caller Number    | Number of caller                                  |
| Caller UPN       | Caller user principle name                        |
| Scenario Id      | Call Scenario Id                                  |
| Call Entry Point | What queue or IVR first interacted with the call. |

{% tabs %}
{% tab title="Call Handlers" %}
Call handers are the objects that have interacted with the call. This report is best viewed sorted by start time ascending.

| Column                   | Description                                                                        |
| ------------------------ | ---------------------------------------------------------------------------------- |
| Direction                | Direction of Call (Inbound/Outbound)                                               |
| ParticipantAdId          | Entra ID object ID of call participant                                             |
| Participant Name         | Name of call participant                                                           |
| Participant UPN          | User principal name of call participant                                            |
| Start                    | Start date/time of call                                                            |
| End                      | End date/time of call                                                              |
| Length                   | Total call length                                                                  |
| Call Handler Type        | The object (Participant, IVR, or Queue) that has interacted with the call.         |
| Sentiment Enabled        | Displays if Sentiment was enabled.                                                 |
| Connected                | Displays if the call was connected to an agent.                                    |
| Holding                  | Amount of time the caller has waited in the queue before connecting with the agent |
| Ringing                  | Amount of time the call was ringing the agent.                                     |
| Recording File Reference | Recording folder and file name in Azure blob storage.                              |
| Recording Mode           | Call setting policy recording mode that was configured for the OU object.          |
| Leave Reason             | Why the call left the object                                                       |
| End Reason               | Why the call was disconnected from the object                                      |
| OU Path                  | Displays the organization unit where the call detail record is stored.             |
| {% endtab %}             |                                                                                    |

{% tab title="Recordings" %}
Recordings displays all recordings that are associated with the call.

Selecting a recording from the list will allows the recording to be played and displays the sentiment and transcription.

The transcription can be copied or downloaded by selecting the Copy Transcription or Download Transcription button.

| Column         | Description                                  |
| -------------- | -------------------------------------------- |
| Name           | Recorded user name                           |
| Start          | Start date/time of recording                 |
| Length         | Length of recording                          |
| Recording Mode | Recording mode that was applied to the call. |
|                |                                              |
| {% endtab %}   |                                              |

{% tab title="IVR Details" %}
IVR details displays IVR variables that have been initialized during the call.

| Column          | Description                                   |
| --------------- | --------------------------------------------- |
| IVR Name        | Name of the IVR that initialized the variable |
| Time            | Time the variable was initialized             |
| Block Name      | IVR Block that initialized the variable       |
| Parameter Name  | IVR variable name                             |
| Parameter Value | IVR variable contents                         |
| Block Type      | IVR Block Type that initialized the variable  |
| {% endtab %}    |                                               |
| {% endtabs %}   |                                               |