Your call and SMS reports can be found under  Admin-> Reports. You can download reports daily, monthly (billing cycle) or even for *custom dates. If you have multiple numbers, you can also download reports for a specific virtual number. *Please note when we say custom, it is 6 months prior data from the current date only. We do not store any data older than 6 months at our end.



The reports can be downloaded in the CSV format and the various fields within the reports are listed below:

Position

Field

Description (possible values)

1

Id

Unique ID of the call

2

Direction

(Inbound /  Outbound-dial / Outbound-API)

3

Type

If this is a Transactional or Promotional call. Exotel now only supports Transactional calls, so all calls will be having same type.

4

ExotelNumber

Inbound call- Your Exotel number on which the call landed

Outbound call – The number chosen in the 'From' field of the call widget

5

From

Inbound call – The caller's number

Outbound call – Your agent's number

6

FromName

Inbound call – The caller's name if present in your address book, else blank

Outbound call – Your agent's name

7

To

Inbound call – 

1) The Agent's number if the call is connected to an agent

2) Your Exotel number if no agent talked to the caller

Outbound call – The dialed number

8

ToName

Inbound call – 

1) The Agent's Name

2) Outbound call – The name of the person who was called if present in your address book

9

Status

It represents the overall status of the call. Please see the 'Status Legend' table

10

StartTime

Time at which the call started

11

EndTime

Time at which the call ended

12

Duration

This represents the overall duration of the call in seconds.

13

Price

Price for the call as per your billing currency

14

RecordingUrl

The call's recording URL - if applicable

15

PriceDetails

Pricing of the call with the call duration and amount for each leg of the call.

Inbound calls will have one leg pricing details and outbound calls will have pricing for both the legs of the call.

16

GroupName

This field shows the group which received an incoming call (if applicable). This field is populated only for calls that reach a Connect applet where a group is configured.

17

FromCircle

It represents the region of the ‘From’ number. Please see the ‘FromCircle / ToCircle Legend’ below. Do note, the metadata accuracy may vary due to the porting of mobile numbers.

18

ToCircle

It represents the region of the ‘To’ number. Please see the ‘FromCircle / ToCircle Legend’ below. Do note, the metadata accuracy may vary due to the porting of mobile numbers.

19

Leg1Status NEW

Status of the first leg (From number) of the call. Can be one of

  • completed - The call was answered and has ended normally

  • busy - The caller received a busy signal

  • failed - The call could not be completed as dialed, most likely because the phone number was non-existent

  • no-answer - The call ended without being answered

  • canceled - The call was canceled while queued or ringing


For details on various scenarios for call status with respect to incoming/outgoing calls, refer
here

20

Leg2Status NEW 

Status of the second leg (To number) of the call. Can be one of

  • completed - The call was answered and has ended normally

  • busy - The caller received a busy signal

  • no-answer - The call ended without being answered

  • failed - The call could not be completed as dialed, most likely because the phone number was non-existent

  • canceled - The call was canceled while queued or ringing

  • N/A - The call did not have a second leg


For details on various scenarios for call status with respect to incoming/outgoing calls, refer
here

21

ConversationDuration NEW

The duration in seconds for the time From and To phone numbers was on call in seconds speaking to each other. This will be set to 0 if no conversation occurred.

NOTE: If there is more than one conversation such as ‘Transfer’ this information would be for the last conversation.

22

AppID NEW

It represents the ID of the app (flow) used for the call. This will be set to blank if the app (flow) is not used. 

23

AppName NEW

It represents the name of the app (flow) used for the call. This will be set to blank if the app (flow) is not used. 

24

Digits NEW

It represents the digits (key pressed) by the caller on the call. Each IVR/Gather applet’s key would be separated by | symbol. If no key was pressed in IVR it will not appear in the sequence.

For example:
1|2|3 (If the user pressed 1 in 1st IVR, 2 in 2nd IVR and 3 in 3rd IVR)


You can use the
split text to columns option in Excel if required.

 

Status Legend

Direction

Possible 'Status' values 

 Meaning

Inbound

completed

Was connected to an agent

Inbound

call-attempt

The call was disconnect before Connect applet (OR) there was no connect applet in the flow

Inbound

missed-call

All agents were unable to pick the call (OR) the caller terminated the call while ringing the agents

Inbound

voicemail

The caller left a voicemail

NOTE: This overrides the above statuses. For example, if none of the agents were able

to pick the call, and then the caller left a voicemail, the Status will be voicemail and not missed-call

Outbound-Dial/Outbound-API

completed

"All is well"

Outbound-Dial/Outbound-API

no-answer

The dialed number (either the first number or the second) did not pick up the call

Outbound-Dial/Outbound-API

busy

The dialed number (either the first number or the second) was busy (ie, cut the call)

Outbound-Dial/Outbound-API

failed

Either leg of the call failed due to connectivity issues 


FromCircle, ToCircle Legend

Circle Name

Value

AP

Andhra Pradesh Telecom Circle

AS

Assam Telecom Circle

BR

Bihar & Jharkhand Telecom Circle

CH

Chennai Metro Telecom Circle (includes Chennai, MEPZ & Mahabalipuram)

DL

Delhi Metro Telecom Circle (includes NCR, Faridabad, Ghaziabad, Gurgaon & Noida)

GJ

Gujarat Telecom Circle (includes Daman & Diu, Dadra & Nagar Haveli)

HP

Himachal Pradesh Telecom Circle

HR

Haryana Telecom Circle (excludes Faridabad, Gurgaon & Panchkula)

JK

Jammu & Kashmir Telecom Circle

KL

Kerala Telecom Circle (includes Lakshadeep)

KA

Karnataka Telecom Circle

KO

Kolkata Metro Telecom Circle (includes parts of Haora, Hooghly, North & South 24 Parganas and Nadia Districts)

MH

Maharashtra Telecom Circle (includes Goa but excludes Mumbai, Navi Mumbai & Kalyan)

MP

Madhya Pradesh & Chhattisgarh Telecom Circle

MU

Mumbai Metro Telecom Circle (includes Navi Mumbai & Kalyan)

NE

North East India Telecom Circle (includes Arunachal Pradesh, Meghalaya, Mizoram, Nagaland, Manipur & Tripura)

OR

Orissa Telecom Circle

PB

Punjab Telecom Circle (includes Chandigarh & Panchkula)

RJ

Rajasthan Telecom Circle

TN

Tamil Nadu Telecom Circle (excludes CH Chennai, MEPZ, Mahabalipuram & Minjur and includes Pondicherry except Yanam & Mahe)

UE

Uttar Pradesh (East) Telecom Circle

UW

Uttar Pradesh (West) & Uttarakhand Telecom Circle (excludes Ghaziabad & Noida)

WB

West Bengal Telecom Circle (includes Andaman & Nicobar,Sikkim excludes Calcutta Telecom District)

AN

Andaman & Nicobar

BY

Mumbai Metro Telecom Circle (includes Navi Mumbai & Kalyan)

HA

Haryana Telecom Circle (excludes Faridabad, Gurgaon & Panchkula)

ND

Delhi Metro Telecom Circle (includes NCR, Faridabad, Ghaziabad, Gurgaon & Noida)

UPE

Uttar Pradesh (East) Telecom Circle

UPW

Uttar Pradesh (West) & Uttarakhand Telecom Circle (excludes Ghaziabad & Noida)



Users/Group Report: 


You can download reports daily, monthly (billing cycle) or even for custom dates based on the Groups and the Users you have in your Dashboard.



The report contains data such as AverageHandlingTimeInMinutes, Agents device activity (amount of time the device was on) along with details of the number of calls for that agent. E.g: Missed calls, No answer, Incoming calls, etc.