Call Reports

access reports your call and sms reports can be found under admin > reports download reports 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 completed the call was answered and has ended normally busy the caller received a busy signal failed the call could not be completed as dialled, most likely because the phone number was non existent no answer the call ended without being answered cancelled the call was cancelled while queued or ringing for details on various scenarios for call status with respect to incoming/outgoing calls, refer here 20 leg2status new status of the second leg (to number) of the call can be one of completed the call was answered and has ended normally busy the caller received a busy signal no answer the call ended without being answered failed the call could not be completed as dialled, most likely because the phone number was non existent cancelled the call was cancelled while queued or ringing n/a the call did not have a second leg for details on various scenarios for call status with respect to incoming/outgoing calls, refer here 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 note if there is more than one conversation such as ‘transfer’ this information would be for the last conversation 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 for example 1|2|3 (if the user pressed 1 in 1st ivr, 2 in 2nd ivr, and 3 in 3rd ivr) you can use the split text to columns option in excel if required 25 disconnectedby new it shows 'who disconnected the call' caller if the caller disconnected the call callee if the callee disconnected the call operator if the call gets disconnected by the operator 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 \ > see more information in user/group report docid 0 og7vl8gvc1hio8y2qmp