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.




Position

Field

Description (possible values)

1

AgentName

The Agent’s name as per ‘Co-workers and Groups’

2

GroupName

The Group name that an agent belongs to, as per ‘Co-workers and Groups’

3

IncomingCalls

Number of completed (incoming) calls attended

4

MissedCalls

This is the sum of ‘NoAnswer’, ‘Busy’ & ‘Failed’ calls that get routed to an agent

5

NoAnswer

The agent didn’t pick up the call

6

Busy

Agent’s number was busy or unreachable, when we tried routing the call to them

7

Failed

Either the agent’s number was temporary out of order or Exotel’s operator failed to have the call successfully route to said agent

8

OutgoingCalls

Number of completed (outgoing) calls triggered

9

TotalCallDurationInMinutes

Sum of duration of both incoming and outgoing completed calls (in minutes)

10

AverageHandlingTimeInMinutes

Average time spent per completed call (in minutes)

11

DeviceOnPercent

Duration of time where the agent / user was switched-on over Exotel dashboard (in percentage)

12

DeviceOnHumanReadable

Duration of time where the agent / user was switched-on over Exotel dashboard (in Years, Months, Days, Hours, Minutes & Seconds)