Every ICTDialer report sits under the Reports menu. CDR gives you individual call records, Overview summarizes campaign volume and cost, Live Statistics shows agent state in real time, Agent Statistics covers productivity, the Disposition report shows outcomes, and Call Recording holds the audio.
Download the reporting guide (PDF)
1. Call detail record (CDR) report
The CDR report is the detailed record of calls ICTDialer has processed. Use it to review activity, verify outcomes, watch duration and cost, and dig into campaign performance.
Navigation path: Reports > CDR
- Open the ICTDialer navigation menu and select Reports.
- Select CDR to open the list.
- Review the call details: start and end time, username, campaign, phone number, contact name, destination, provider, duration, rate, cost, status and response.
- Use the search filters to narrow by campaign, agent, date range, call type or other available criteria.
- Select Export to download the filtered data as a CSV file.
Note: The CDR view is aimed mainly at completed or successful call records. Use the filters and the related reports when you are looking into other outcomes.
2. Campaign overview report
Overview compresses campaign activity into a compact summary, so you can compare volume and cost without reading individual call records.
Navigation path: Reports > Overview
- Open the navigation menu and select Reports.
- Select Overview.
- Review date and time, campaign name, total calls, amount, net amount and total cost.
- Use the action and search controls to focus on the period you care about.
3. Live statistics
Live Statistics is the real-time view of agent availability and active calls. Supervisors use it to keep an eye on the floor while campaigns are running.
Navigation path: Reports > Live Statistics
- Open the navigation menu and select Reports.
- Select Live Statistics.
- Review the summary cards for total agents, online agents, agents on break, agents in calls and free agents.
- Review each agent row: campaign, extension, current status, call duration, login time and total login age.
- Where necessary and authorized, use the operation control to force an agent to log out.
Operational caution: Force logout is for sessions that are inactive, stuck, or that a supervisor genuinely needs to end. It is not a routine tool.
4. Agent statistics
Agent Statistics consolidates each agent’s activity and performance. It supports productivity monitoring, attendance review and side-by-side comparison of call handling.
Navigation path: Reports > Agent Statistics
- Open Reports and select Agent Statistics.
- Filter by agent, date or the other available criteria.
- Review login and logout times, total logged-in time, handled calls, average handling time, talk time, ring time, reservation time, occupancy, break duration and break reason.
- Export the results when you need an offline copy.
5. Disposition report
The Disposition report summarizes the outcome your agents assigned to each call. It is the quickest read on campaign effectiveness, trends and conversion.
Navigation path: Reports > Disposition Report
- Open the navigation menu and select Reports.
- Select Disposition Report.
- Review the summary metrics and the distribution of dispositions.
- Review individual records: date, call ID, disposition, comments, phone number, contact name, agent name, campaign, duration and recording status.
- Apply filters or export the report for deeper analysis.
The quality of this report depends entirely on your agents. Make sure they have read the agent panel guide and are using dispositions consistently.
6. Call recording report
Call Recording lists recorded calls for quality assurance, coaching, compliance review and reference. Depending on your permissions you can play or download a recording.
Navigation path: Reports > Call Recording
- Open Reports and select Call Recording.
- Find the record by phone number, call date, campaign or other available information.
- Use the playback control to listen.
- Use the download control when you need an offline copy and your policy permits it.
Privacy and compliance: Restrict access to recordings and keep them only as long as applicable law, customer consent and your own data-retention policy allow.
Reporting habits worth keeping
- Apply a date range and campaign filter before you export a large report.
- Read CDR, agent and disposition reports together when you are chasing a performance problem.
- Keep disposition definitions consistent, or your campaign statistics stop meaning anything.
- Limit report and recording access to the people who need it.
What to do next
If the numbers point at a pacing problem, revisit the channel limit and abandonment settings in the campaign setup guide. If they point at list quality, go back to the import guide.
Frequently asked questions
Can I export ICTDialer reports?
Yes. CDR, Agent Statistics and the Disposition report all offer an export control. Filter by date range and campaign first, otherwise large exports get unwieldy.
Which report shows what my agents are doing right now?
Live Statistics, under Reports. It shows total, online, on-break, in-call and free agents, plus each agent’s current status and call duration.
Why do most of my calls show no disposition?
Agents are ending calls without saving an outcome. Fixing it is a training issue, not a settings issue.
Where do I check what a campaign cost?
The Overview report shows total calls, amount, net amount and total cost per campaign period. CDR gives you the rate and cost on each individual call.
Can everyone listen to call recordings?
Only if you let them. Access depends on permissions, and recordings should be restricted to authorized users and retained in line with your data-retention policy.
How do I measure agent occupancy?
Agent Statistics reports occupancy alongside logged-in time, handled calls, average handling time, talk time, ring time and break duration.