The daily analytics email summarises the previous day's inbound call activity on your Exotel account.
For starters, it provides an overall summary of statistics such as this.
- This says you received a total of 267 inbound calls which includes calls that you attended, missed calls as well as voicemails.
- Also, out of all the missed calls you got, your team has not called back 46 numbers
- And your coworkers spent a total of 143.5 minutes on inbound calls yesterday
Now, are you wondering how have you saved 10500 INR? This figure comes on the basis of what you have saved in your per-call value. Here, it is 500 INR.
Missed calls section
This section informs you that you have 86 missed calls**. Your team has returned 52 of the 86 missed calls (including call attempts and voicemails) and has not called back 34 callers.
If you want to call a few of them, a sample of such callers is provided. By clicking on the green phone icon, you will be taken to that specific phone call on your Exotel dashboard.
Here's how we calculate the callbacks to be done:
We take all the missed calls for a particular day and remove the numbers to which there has been an outbound call (from your Exotel number) on that day. This gives us the missed calls to which there has not been any callback done.
This section gives you an overview of how many calls/minutes your colleagues spent on inbound calls. You can look out for insights like who spends the most time on calls, who attends the most calls every day, and who is being overworked.
Hourly Call distribution
This graph gives you an idea of the number of calls you get on an hourly basis.
For example, in this graph, we can see that the hours of 12 p.m. to 2 p.m. have the highest call volume, with the majority of calls being missed. Based on this feedback, you could increase staffing during peak hours by adding more users to the group that receives calls.
* - All these stats include calls to all your virtual numbers
** - These include calls 1) which landed on your coworkers' phones and were not picked up as well as 2) calls where the caller disconnected the call even before your coworkers' phone rang (for example - the caller cut the call during your greeting prompt)
If you have any questions or concerns, please connect with us using the chat widget on your Exotel Dashboard or Whatsapp us on 08088919888