Reports are available for download daily, monthly (on a billing cycle), or even for *custom dates. Additionally, you can get reports for a particular virtual number if you have many numbers. * Please note that we only refer to custom data that is 6 months old from the current date. Data older than six months is not kept on 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 Transnational or Promotional call. Exotel now only supports Transnational calls, so all calls will be having the same type. |
4 | ExotelNumber | It is the ExoPhone Number through which the call is routed or the ExoPhone Number that is used to make the call |
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 dialled number |
8 | ToName | Inbound call – The Agent's Name 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, that the metadata accuracy may vary due to the porting of mobile numbers. |
18 | To Circle | It represents the region of the ‘To’ number. Please see the ‘FromCircle / ToCircle Legend’ below. Do note, that 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
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20 | Leg2Status NEW | Status of the second leg (To number) of the call. Can be one of
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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. |
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.
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| 25 | DisconnectedBy NEW | It shows 'who disconnected the call'.
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Status Legend
Direction | Possible 'Status' values | Meaning |
Inbound | completed | Was connected to an agent |
Inbound | call-attempt | The call was disconnected before Connect applet (OR) there was no connect applet in the flow |
Inbound | missed-call | All agents were unable to pick up 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 was able to pick up 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 dialled number (either the first number or the second) did not pick up the call |
Outbound-Dial/Outbound-API | busy | The dialled 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 for 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.
If you have any questions or concerns, please connect with us using the chat widget on your Exotel Dashboard or Whatsapp us on 08088919888