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.
A 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 :
