Call Analytics

the call analytics dashboard gives you a high level overview of your sms stats access detailed call analytics in your sidemenu under call analytics tab 1 call stats filters these filters apply to all graphs shown on this page direction inbound, outbound api, and outbound dial date filter by start date and end date total calls total calls indicate the total call volume for the specified time period a call typically consists of 2 legs the statuses of these legs define the successful completion of a call call status (leg 1) the following is the list of all the leg 1 call statuses completed the call was answered and ended normally 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 busy the caller received a busy signal dial call status (leg 2) canceled the call was canceled while queued or ringing na the call to that leg was not attempted completed the call was answered and has ended normally 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 busy the caller received a busy signal call direction inbound incoming call outbound dial outbound calls from exotel dashboard outbound api all other outbound calls (api, campaign, etc ) call pickup rate this is the call completion rate of the leg 2 calls avg duration (sec) the average duration of the calls where the leg 2 status is completed daily call trends this visualization indicates the daily change in the overall call volume, answer rate & missed calls rate over the defined time range a separate visualization depicts the inbound calls daily volume trends along with their completion percentages & outbound call's daily volume trends along with their various statuses tab 2 leg level analysis filters these filters apply to all graphs shown on this page direction inbound, outbound api, and outbound dial date filter by start date and end date from region list of all states in india where the leg originated to region list of all states in india where the leg landed origin inbound, outbound api, and outbound dial status busy, completed, failed and no answer total legs total leg volume indicates the sum of all the call legs for the specified time frame this number will always be greater than or equal to the call volume the terminology used in the dashboard is defined as follows completed legs call legs where the dial call status is completed this also implies the call duration will be greater than 0 completed inbound legs (vol & %age) the legs where the direction = inbound the percentage is calculated against the total volume completed outbound legs (vol & %age) the legs where the direction = outbound the percentage is calculated against the total volume the row below these numbers indicates the variance in the above metrics, from the previous day origin inbound incoming call outbound dial outbound calls from exotel dashboard outbound api all other outbound calls (api, campaign, etc ) dial call status completed the call was answered and has ended normally 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 busy the caller received a busy signal daily volume vs status trends this visualization indicates the change in the overall call volume and their statuses over the defined time range the graph captures a daily range, as well as a monthly average the dashboard contains two separate visualizations for the inbound and outbound calls daily legs status vs call origin trend this visualization provides the details of the call origin for each day for the defined time frame on a dial call status level data download the data can be downloaded from the quicksight dashboard in the following formats csv excel pdf watch a short video