Call Transaction Record

Also known as a CTR. A record of the entire history of each telephone call as it progresses through the contact center. The records contain both standard and application-specific information. The standard information includes time stamps, Automatic Number Identification (ANI), Dialed Number Identification Service (DNIS), and Agent Directory Numbers (DNs). The application-specific information is transparent to the Call Management System (CMS), which can be used to send the customer records that are associated with a telephone call to another agent, so that he or she can perform another procedure in the servicing process. The term Call Detail Recording refers to the same type of call reporting.

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