Along with the Call/SMS report, We have included the feature of getting call details for any particular user or group. And this is how you can fetch the following details :
After you access to the Report section under the Admin panel on the left-hand sidebar of Exotel dashboard. When you check the option of User/Groups in the report as highlighted in the image below and select the corresponding duration for which you want the report and get the desired result.
This report would give you an overview on any group or a particular coworker.
Description (possible values)
The Agent’s name as per ‘Co-workers and Groups’
The Group name that an agent belongs to, as per ‘Co-workers and Groups’
Number of completed (incoming) calls attended
This is the sum of ‘NoAnswer’, ‘Busy’ & ‘Failed’ calls that get routed to an agent
The agent didn’t pick up the call
Agent’s number was busy or unreachable, when we tried routing the call to them
Either the agent’s number was temporary out of order or Exotel’s operator failed to have the call successfully route to said agent
Number of completed (outgoing) calls triggered
Sum of duration of both incoming and outgoing completed calls (in minutes)
Average time spent per completed call (in minutes)
Duration of time where the agent / user was switched-on over Exotel dashboard (in percentage)
Duration of time where the agent / user was switched-on over Exotel dashboard (in Years, Months, Days, Hours, Minutes & Seconds)