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 / Outbound-API)

3

Type

(Transactional)

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 addressbook

9

Status

Please see the 'Status Legend' table

10

StartTime

Time at which the call started

11

EndTime

Time at which the call ended

12

BillableDuration

Duration of the call in seconds where call cost is applicable.

For Eg: an automated IVR flow with no connect applet will have '0' BillableDuration

Also, for outbound calls the billable duration will be a sum of the billable duration of both the legs of the call.

13

Price

in rupees

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

 

 

Status Legend

 

Direction

Possible 'Status' values 

 Meaning

Inbound

completed

Was connected to an agent

Inbound

call-attempt

The call was cut 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 ex, 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

completed

"All is well"

Outbound

no-answer

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

Outbound

busy

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

Outbound

failed

Either leg of the call failed due to connectivity issues 



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