into you can use Analyse recorded call data in the way that works for you. Use dimensions, measures, filters and calculations to compare activity, investigate individual calls and understand performance, usage and cost. answers Turn call data

Build the analysis around your question

Tiger Prism Analytics gives you control over how call data is selected, organised and calculated.

Dimensions describe the data you want to analyse, such as call direction, outcome, group, device, location or media type.

Measures quantify it through values including leg count, talk time, ring time, response time, queue time, cost and bill.

Combine them with precise filters, grouping and aggregation to turn large volumes of call records into a focused, useful result.

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Analyse call activity across your organisation

Start with the question you need to answer, then build the query around it.

Choose Dimensions to categorise the data by attributes such as direction, outcome, group, device, location, digits or media type.

Add Measures to count call legs or calculate talk time, ring time, response time, queue time, cost and bill values.

Filter the results to remove irrelevant records, group them to reveal patterns and apply calculations such as count, sum, average, minimum and maximum. You can analyse high-level trends or return individual records when a specific call needs closer investigation.

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Explore communications data

Access dashboards, analytics, reports and saved widgets, then import, export and share insights across your organisation.

Analyse What matters most

Select the metrics and dimensions that matter to your organisation, from activity and quality to performance and cost.

Focus on the right data

Filter results by date range, department, user, service or location to answer specific business questions.

Build tailored reports

Create custom views using hundreds of available fields and measures without specialist reporting expertise.

Turn Insight into action

Identify trends, uncover anomalies and generate reports that support better business decisions.

Get clearer answers from your call data

Use the attributes already captured in your CDR data to investigate the questions that matter to your teams.

Which groups receive the most unanswered calls?


Where are response or queue times longest?


How does call handling differ by group or location?


Which devices and media types are being used?

Where are calls being transferred?


How often do calls reach voicemail or leave a message?


Which call patterns are driving cost?


What termination reasons appear most frequently?

Start with the pattern. Get to the record.

Use aggregated analysis to understand what is happening across a period, group, location or call type. Dimensions determine how the results are grouped, while Measures show how many, how long or how much.

When a summary reveals an exception, refine the query to return the relevant discrete records. Call Legs provides one row for each leg and the widest range of available fields, making it useful for examining transfers, diverts and more complex call paths. Calls provides a whole-call view with a smaller field set.

For discrete results, Record Detail can show the linked legs behind the selected call, helping you move from an overall pattern to the activity that contributed to it.

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Build the answer in three steps

Select the data, calculate what matters and keep the result for further investigation or reporting.

Define the view

Choose the records and attributes relevant to your question.

Select Dimensions and Measures Choose a specific or relative date range Select the required organisational or network tree Apply filters using the appropriate field conditions Combine filters using AND, OR and parentheses

Group and calculate

Turn detailed records into meaningful comparisons.

Group records by one or more Dimensions Count call legs or other Measure values Calculate sum, average, minimum or maximum Compare categories using Retrieve as Columns Apply Group Filters to calculated results

Inspect and reuse

Take the result beyond the initial query.

Return discrete records for detailed investigation Review linked call legs through Record Detail Export the result to CSV or Excel Save the analysis as a widget Export or copy a widget definition for reuse

Answer the questions behind call performance

Get the answers behind your call data

Build each view from the Dimensions and Measures relevant to the question, rather than relying on a fixed report.
Which groups are missing the most calls?
Group records by call outcome and group, then count the relevant call legs to compare answered and unanswered activity.
Where are callers waiting longest?
Compare average or maximum response and queue time across groups, locations or selected time periods.
What is driving call cost?
Sum base or local cost and bill values by direction, group, charged party, digits or location.
How does usage differ across the organisation?
Compare call counts and talk time by group, location, device category, device type or media type.
What happened to transferred or unanswered calls?
Filter by call outcome, transfer digits, termination information, voicemail flags or message-left status, then inspect the relevant records.
Are response levels consistent?
Use response-time bands, averages and maximum values to compare how call handling varies between groups or periods.

Get more from every call record

Use flexible dimensions, measures, filters and aggregates to understand call activity, investigate performance and turn recorded CDR data into answers your teams can use.

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