Visual Call Flow & Advanced CDR
Every call in SimpleCallCenter gets a rich, visual Call Detail Record. Open any call and see a visual timeline of every step, plus recording, transcript, and AI review all in one screen.
Rich Call Detail Records
From the desktop app you can open any call and see complete call information
Rich Call Detail Records
Every call in SimpleCallCenter gets a rich, visual Call Detail Record, not just a raw line in a report. See caller number, destination, call center, language, agent, duration, time entered system, cost, and more.
Visual Call Flow Timeline
A step-by-step vertical timeline that shows exactly what happened: messages played, queues entered, agents tried, ring times, answer, transfer, and hangup.
Every Decision Point
See every attempt and decision point: which agents were tried, how long they rang, who rejected, who answered, which messages the caller heard, and how the call ended.
Full Visual Call Flow Timeline
A step-by-step vertical timeline that shows exactly what happened during the call
Call Entry
See when the call entered the call center and the initial routing decision.
Messages Played
Track every message the caller heard: welcome messages, recording announcements, and IVR prompts.
Queue Activity
See when the caller entered queues, how long they waited, and queue routing decisions.
Agent Attempts
View every agent attempt: which agents were tried, how long they rang, who rejected, who answered, and connection details.
Call Connection
See connection details: which agent answered, ringing duration, talking time, and call duration.
Call Completion
Track how the call ended: caller hangup, transfer, voicemail, or other completion method.
Integrated Call View
The call view ties together all call information in one place
Call Flow Tab
The visual timeline showing every step of the call journey from entry to completion, with timestamps and details for each event.
AI Reviews
Quality flags, scores, and comments for that call, providing AI-powered insights into call quality and service delivery.
Recording & Transcript
Audio playback, full transcript, and AI summary all in one place, making it easy to review the entire conversation.
Answer Important Questions
Instead of digging through SIP logs or guessing from raw CDR exports, get a human-readable call story
Why Did They Wait?
Answer questions like "Why did this customer wait so long?" by seeing the exact timeline of queue waits and agent attempts.
Queue Verification
Verify "Did they really reach the right queue?" by checking the visual flow of queue entries and routing decisions.
Agent Handling
See "Who actually handled this call, and how many agents were tried before that?" with complete agent attempt history.
Message Confirmation
Confirm "Did they hear the recording disclaimer / welcome message?" by viewing the exact messages played during the call.
Human-Readable Call Stories
Instead of digging through SIP logs or guessing from raw CDR exports, supervisors and admins get a human-readable call story for every conversation. You can see every attempt and decision point: which agents were tried, how long they rang, who rejected, who answered, which messages the caller heard, and how the call ended.
The visual timeline shows exactly what happened: call entered the call center, welcome message played, "Calls are recorded" announcement played, entered queue, waited in queue, tried agents with ring times, connected to agent, and call completion — all in one clear, visual format.