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:
Description (possible values)
Unique ID of the call
(Inbound / Outbound / Outbound-API)
Inbound call- Your Exotel number on which the call landed
Outbound call – The number chosen in the 'From' field of the call widget
Inbound call – The caller's number
Outbound call – Your agent's number
Inbound call – The caller's name if present in your address book, else blank
Outbound call – Your agent's name
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
Inbound call –
1) The Agent's Name
2) Outbound call – The name of the person who was called if present in your addressbook
Please see the 'Status Legend' table
Time at which the call started
Time at which the call ended
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.
The call's recording URL - if applicable
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.
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.
Possible 'Status' values
Was connected to an agent
The call was cut before connect applet (OR) there was no connect applet in the flow
All agents were unable to pick the call (OR) the caller terminated the call while ringing the agents
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
"All is well"
The dialed number (either the first number or the second) did not pick up the call
The dialed number (either the first number or the second) was busy (ie, cut the call)
Either leg of the call failed due to connectivity issues
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.