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.
The reports can be downloaded in the CSV format and the various fields within the reports are listed below:
|Position||Field||Desciption (possible values)|
|1||Id||Unique ID of the call|
|2||Direction||(Inbound / Outbound / Outbound-Api)|
|4||ExotelNumber||Inbound call- Your Exotel number on which the call landed |
Outbound call – The number chosen in the 'From' filed 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 addressbook, 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.
Here's an illustrated Sample scenario.
|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.|
|Direction||Possible 'Status' values||Meaning|
|Inbound||completed||Was connected to an agent|
|Inbound||call-attempt||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 izz 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|