Use CasesTelecom & Call Centres
Telecom & Call Centres

CDR uploaded. Logic run. Packets exported. In under 10 minutes.

MISBuddy was built for call centre MIS. This is the native use case — classifying call records, building disposition logic, tracking agent performance, and creating retry queues, all from the CDR files you already export every day.

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10 min
Packet files ready (was 2 hrs)
P1–P5
Disposition Priority Queues
9
Supported Call Operators
100%
DNC Audit Trail
The Problem

The CDR workflow MIS teams dread every morning

Every call centre generates a CDR (Call Detail Record) file daily. These files have 30–80 columns, thousands of rows, and no built-in classification. MIS teams spend hours:

  • Filtering by call status, duration, and disposition
  • Creating "CREAM" (high-value connected) vs "DEAD" (unreachable) buckets manually
  • Building retry lists by pasting rows from one sheet to another
  • Sending packet-specific files to different teams (follow-up, field, legal)
MISBuddy automates the entire classification-and-distribution workflow: Upload the CDR → Run disposition logic → Export per-packet files to the right teams.
Daily Operations

What the morning looks like with MISBuddy

07:30 Dialler exports yesterday's CDR → Uploaded to MISBuddy 07:35 Disposition run triggered automatically (or by MIS team) 07:40 Packets ready: P1_CREAM → Senior agents for today's calling P2_FOLLOW_UP → Standard agents P4_RETRY → Auto-dialler retry queue P5_DEAD → Archived, removed from active list 08:00 Team leaders receive packet-specific Excel exports by email (triggered via webhook → email workflow)
Core Workflows

Three configurations, end-to-end coverage

1
Outbound CDR Classification
Configuration: Call Records

This configuration mirrors a standard CDR export. Define it once, and every daily CDR upload is classified automatically.

call_id string agent_id string mobile_number unique_id alt_mobile string call_date date call_type choice call_status choice talk_duration_sec integer ever_connected choice total_calls_made integer best_disposition choice priority_segment choice language choice zone choice dnc_flag choice
Disposition Logic: Standard Outbound Classification
P1
P1_CREAM
Connected + Interested OR ever_connected = Yes AND talk_duration > 120s AND best_disposition in [Interested, Follow Up]
P2
P2_FOLLOW_UP
call_status = Connected AND best_disposition in [Follow Up, Call Back]
P3
P3_CALLBACK
Connected but asked for callback on specific date
P4
P4_RETRY
Not connected AND total_calls_made < 3 AND call_status ≠ Wrong Number AND dnc_flag = No
P5
P5_DEAD
dnc_flag = Yes OR call_status = Wrong Number OR (Switched Off AND total_calls_made > 2)
2
Agent Performance Tiering
Configuration: Agent Daily Report
agent_id string report_date date total_calls integer connected_calls integer talk_time_minutes integer p1_count integer conversions integer conversion_rate float login_time_minutes integer idle_time_minutes integer utilisation_pct float
Disposition Logic: Agent Performance Tier
P1
TOP_PERFORMER
conversion_rate > 15% AND utilisation_pct > 75%
P2
HIGH_POTENTIAL
p1_count > 20 AND conversion_rate < 10%
P3
SOLID
conversion_rate > 8% AND utilisation_pct > 60%
P4
IDLE_RISK
idle_time_minutes > 120
P5
BELOW_THRESHOLD
utilisation_pct < 50% OR connected_calls < 30
3
Inbound Queue Management
Configuration: Inbound Queue
call_id string queue_name string call_date date wait_time_sec integer handle_time_sec integer call_outcome choice escalation_reason choice csat_score integer first_call_resolution choice
Disposition Logic: Inbound Priority
P1
ESCALATION
call_outcome = Escalated
P2
ABANDON_CALLBACK
call_outcome = Abandoned AND call_back_requested = Yes
P3
LONG_WAIT
wait_time_sec > 300 AND call_outcome = Abandoned
P4
LOW_CSAT
csat_score < 3 AND first_call_resolution = No
P5
RESOLVED
call_outcome = Resolved AND first_call_resolution = Yes
Sample AI Prompt for Rule Building
Classify as P1_CREAM if the customer was ever connected and had a talk time
over 2 minutes and the best disposition is Interested or Follow Up.
Mark as P2_FOLLOW_UP if connected with a Call Back or Follow Up disposition.
Numbers that were never connected and tried less than 3 times go to P4_RETRY.
Any number that is Wrong Number, DNC, or Switched Off more than twice goes to P5_DEAD.
Business Outcomes

What changes for your team

MIS Team
Produces daily packet files in 10 minutes instead of 2 hours. Zero manual filtering.
Team Leaders
Receive pre-sorted calling lists — P1_CREAM to senior agents, P4_RETRY to the dialler, P5_DEAD archived automatically.
Dialler / Predictive Calling
Loads clean retry queues directly from the exported P4 file. No manual upload or filtering needed.
Campaign Manager
Tracks P1 conversion rates across data sources and segments. Identifies which lists convert and which don't.
Compliance
Maintains auditable record of DNC handling — every number that hit P5_DEAD for DNC reason is logged with timestamp.

Ready to automate your morning CDR classification?

Send us your CDR column layout. We'll set up the configuration and run a live demo classification on your data.

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