CALL DETAIL RECORDING
Data on each call, captured and stored by the ACD. Can include trunk used, time in queue, call duration, agent who handled the decision, number dialed (for outgoing), and other information. Data on each call, acquired and stored by the automated call distributor (ACD). Includes trunk used, time in queue, call duration, Brand Specialist who handled the decision, number dialed (outgoing) and other information.