Tab : Call Stats

Filters

These filters apply to all graphs shown on this page

  • Direction:  Inbound, outbound-api and outbound dial 

  • Date: Filter by Start date and End date

  • VN: List of virtual numbers 

Total Calls

Total Calls  indicate the total call volume for the specified time period. 

A call typically consists of 2 legs. The statues of these legs define the successful completion of a call. 

Call Status (Leg 1)

The following is the list of all the leg 1 call statuses :

  • Completed : The call was answered and has ended normally

  • No answer : The call ended without being answered

  • Failed : The call could not be completed as dialled, most likely because the phone number was non-existent

  • Busy : The caller received a busy signal

Dial Call Status (Leg 2)

  • Canceled : The call was canceled while queued or ringing

  • NA : The call to that leg was not attempted

  • Completed : The call was answered and has ended normally

  • No answer : The call ended without being answered

  • Failed : The call could not be completed as dialled, most likely because the phone number was non-existent
  • Busy : The caller received a busy signal

Call Direction

  • inbound - Incoming call

  • outbound-dial - Outbound calls from Exotel dashboard

  • outbound-api - All other Outbound calls (API, campaign etc.)

Call pickup rate

This is the call completion rate of the leg 2 calls.

Avg Duration (sec) 

The average duration of the calls where the leg 2 status is completed.



Daily Call trends

This visualisation indicates the daily change in the overall call volume, answer rate & missed calls rate over the defined time range.



A separate visualisation depicts the 

  • Inbound calls daily volume trends along with their completion percentages &

  • Outbound calls daily volume trends along with their various statuses.

Day by Day trends of Total, Answered & Missed Calls (%age) by Virtual Numbers

This visualisation provides the details of the above 3 metrics (Total call volume, Answer rate & Missed calls rate) on a VN level for a given day for the defined time period.




Tab 2 : Leg level Analysis

Filters

These filters apply to all graphs shown on this page

  • Direction :  Inbound, outbound-api and outbound dial 

  • Date : Filter by Start date and End date

  • VN : List of virtual numbers

  • From_Operator : List of all available Operators where the leg originated

  • From_Region : List of all States in India where the leg originated

  • To_Operator : List of all available Operators where the leg landed

  • To_Region : List of all States in India where the leg landed

  • Origin : Inbound, outbound-api and outbound dial

  • Status : Busy, Completed, Failed and No answer

  • End User Circle : List of all the Circles when the calls were made.

  • Caller ID : List of all numbers used to make a call

  • VN Operator : List of all available Operators of the VNs

  • VN Circle : List of all the Circles the VNs belong to.

  • Leg Type : PSTN, VoIP

Total Legs

Total leg volume indicates the sum of all the call legs for the specified time frame. This number will always be greater than or equal to the Call volume.


The terminology used in the dashboard is defined as follows:

  • Completed Legs : Call legs where the dial call status is Completed. This also implies the call duration will be greater than 0

  • Completed Inbound Legs (Vol & %age) : The legs where the direction = Inbound.The percentage is calculated against the total volume

  • Completed Outbound Legs (Vol & %age) : The legs where the direction = Outbound.The percentage is calculated against the total volume


The row below these numbers indicates the variance in the above metrics, from the previous day.


Origin

  • inbound - Incoming call

  • outbound-dial - Outbound calls from Exotel dashboard

  • outbound-api - All other Outbound calls (API, campaign etc.)

User Circle

  • Inter : The call originated in one circle and landed in a different circle within India

  • Intra : The call originated and landed in the same circle within India

  • International : The call originated in one country and landed in a different country 

Dial Call Status

  • Completed : The call was answered and has ended normally

  • No answer : The call ended without being answered

  • Failed : The call could not be completed as dialled, most likely because the phone number was non-existent

  • Busy : The caller received a busy signal



Daily Volume Vs Status Trends

This visualisation indicates the change in the overall call volume and their statuses over the defined time range.


The graph captures a daily range, as well as a monthly average.


The dashboard contains two separate visualisations for the Inbound and Outbound calls.


Daily Legs Status Vs. Call Origin Trend

This visualisation provides the details of the call origin for each day for the defined time frame on a dial call status level 



VN Status Vs. Call Origin Trend

This visualisation provides the call leg volume for each day for the defined time frame for every dial call status and origin grouped by the VN and the Caller ID that was used to make/answer the call.


Causix Reasons

This visualisation explains the cause of various failures that happened during the call legs.


A pie chart visualisation of the total legs count is depicted along with the various causix responses for these calls.


visualisation indicating the Causix cause codes and their descriptions and made available in a tabular format aggregated over a month's time.



Operator - Legs Daily Trend

This visualisation indicates the trend lines of the various network providers/ Operators that were used over the specified time frame.


Separate visualisations are build for the distribution of

  • To &

  • From Operators




Region, Operators & Legs

This visualisation indicates in a tabular format the leg volume of the various regions that were involved in these call legs over the specified time frame.


The columns indicate the To regions and the rows the From region

Data Download

The data can be downloaded from the Quicksight dashboard in the following formats:

  • CSV

  • Excel

  • PDF


The following video indicates how the data download works :