What analytics are performed on call data records (CDRs)? 500 word

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Call Data Records (CDRs) are detailed logs generated by telecommunication systems that capture metadata about phone calls, such as the caller and receiver numbers, call start time, duration, call type, and more. Analyzing CDRs is essential for telemarketing, customer service optimization, fraud detection, network management, and business intelligence. Below is an overview of the key analytics performed on CDRs and their significance:

1. Call Volume and Traffic Analysis
Call Frequency: Measuring the total number of calls over specific periods (hourly, daily, weekly) helps understand customer engagement and resource utilization.

Peak Usage Times: Identifying peak calling hours or days allows companies to optimize staffing, network capacity, and marketing campaign timing.

Inbound vs. Outbound Calls: Analyzing the ratio of buy telemarketing data inbound to outbound calls assists in assessing campaign performance and customer service demand.

2. Call Duration Analysis
Average Call Duration: This metric provides insights into the nature of interactions—short calls might indicate quick queries or dissatisfaction, while longer calls could signal detailed consultations or support.

Distribution of Call Lengths: Understanding how call durations vary can help tailor agent training, script adjustments, and process improvements.

Dropped or Abandoned Calls: Analyzing calls that disconnect early or before reaching an agent highlights technical or customer experience issues.

3. Customer Behavior and Segmentation
Call Patterns: Tracking the frequency and timing of calls from specific phone numbers helps identify high-value customers, frequent callers, or inactive users.

Call Origin and Destination: Geographic data from caller and receiver numbers enables segmentation by region and identification of target markets.

Repeat Callers: Identifying customers who call repeatedly can indicate unresolved issues or high engagement, guiding follow-up strategies.

4. Agent Performance Metrics
Calls Handled per Agent: Measuring how many calls each agent manages helps evaluate workload distribution and productivity.

Average Handling Time (AHT): This key performance indicator assesses the efficiency of agents in resolving customer needs.

First Call Resolution (FCR): CDRs combined with outcome data help determine how often customer issues are resolved during the first call.

5. Call Quality and Network Performance
Call Setup Success Rate: Percentage of calls successfully connected versus dropped during the call setup phase.

Call Drop Rate: Tracking dropped calls identifies network issues or system failures.

Latency and Jitter: Metrics derived from CDRs and network logs assess call quality, crucial for VoIP and mobile networks.

6. Fraud Detection and Security
Unusual Call Patterns: Sudden spikes in call volume from specific numbers or unusual call durations may indicate fraudulent activity.

International Call Monitoring: High volumes of unexpected international calls can signal scams or unauthorized use.