Key Concepts
Understanding CDR, operators, queues, and metrics in Astervis
This page explains the core concepts you'll encounter when using Astervis.
Call Detail Records (CDR)
Every call through your PBX generates a CDR entry — the raw data that powers all analytics.
| Field | Description |
|---|---|
| Source | Caller's phone number |
| Destination | Number that was dialed |
| Duration | Total call length (seconds) |
| Billable seconds | Talk time, excluding ringing |
| Disposition | Result: ANSWERED, NO ANSWER, BUSY, FAILED |
| Recording | Path to call recording file |
| DID | Direct Inward Dial number |
Astervis syncs CDR from your MySQL database in real-time — changes are captured instantly without impacting PBX performance.
Operators and Positions
Operators are your call center agents. Each operator has:
- Login credentials
- Assigned Position (job role)
- Work schedule
- Performance metrics
- Optional CRM linkage (Bitrix24 user ID)
Positions group operators for reporting. Examples:
- Incoming Sales
- Outgoing Sales
- Technical Support
- Supervisor
Filter any report by position to compare team performance.
Queues and DIDs
Queues are virtual waiting rooms for incoming calls. Astervis tracks:
- Wait time before answer
- Abandonment rate
- Queue depth (callers waiting)
- Agent assignments
DIDs (Direct Inward Dial) are your phone numbers. If you have separate numbers for sales vs. support, analytics can be broken down by DID.
Real-Time vs Historical
What's happening now:
- Active calls with duration
- Queue depth and wait times
- Agent status (available, on call, paused)
- Today's running totals
Updates every few seconds. Essential for live supervision.
Work Time Management
Beyond calls, Astervis tracks operator schedules:
- Clock in/out — shift start and end
- Breaks — pause tracking with reasons
- Late arrivals — automatic detection
- Attendance reports — daily, weekly, monthly
Metrics Overview
Key metrics available in dashboards:
| Metric | Description |
|---|---|
| Incoming calls | Total inbound call count |
| Outgoing calls | Total outbound call count |
| Missed calls | Unanswered incoming calls |
| Average talk time | Mean call duration |
| Average wait time | Mean time in queue |
| SLA % | Calls answered within threshold |
| Abandonment rate | Callers who hung up waiting |
Next: Architecture — how Astervis works under the hood