Reports
Live Call Dashboard
The Live Call Dashboard is currently supported for accounts with fewer than 50 agents and less than 10K monthly call volumes. It will continue to function as-is for customers who already have it enabled.
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 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 indicate the total call volume for the specified time period.
Call Inbox
Call inbox is a dashboard where Every call whether outbound or inbound is displayed in the inbox (Analogous to E-mail). You can get vital call information like the date, time, duration, type, reference ID associated with each call.
Call Reports
Your Call and SMS reports can be found under Admin-> Reports. Reports are available for download daily, monthly (on a billing cycle), or even for custom dates.
SMS Analytics
The SMS Analytics dashboard gives you a high-level overview of your SMS stats. All SMS Transactional High, Transactional, Transactional Opt-in, and Promotional Date Filter by Start date and End date These filters apply to all graphs shown on this page Total SMS are split into 3 categories.
SMS Reports
You can find your SMS reports in the 'Reports' tab under Admin There are 4 types of Reports that are available in the report type dropdown. SMS Detailed Report SMS Summary Report DLT Error Report ( Applicable for Indian accounts only) URL Shortening Report Reports are provided the facility to filter report queries on the basis of SMS type and SMS status.
User/Group Report
Along with the Call/SMS report, We have included the feature of getting call details for any particular user or group. And this is how you can fetch the following details After you access the Report section under the Admin panel on the left-hand sidebar of the Exotel dashboard, when you check the option of User/Groups in the report as highlighted in the image below and select the corresponding duration for which you want the report and get the desired result.
Agent On/Off Logs
In this article, you’ll learn how to use the Analytics feature in the Exotel Dashboard to track agent on/off time logs. Click on the Analytics option from your Exotel Dashboard.
Coworker Activity Logs
The co-worker activity log, like the name suggests, helps you keep track of what your co-workers are up to. It helps you stay on top of information like when a specific co-worker logged in to your Exotel account, when and who made changes in a custom call flow or made changes in the coworkers and groups section etc.
Live Stats: Co-workers and Groups
This feature is available only on demand to select customers and might be chargeable. Please contact your account manager or please connect with us using the chat widget on your Exotel Dashboard or Whatsapp us on 08088919888.
How can I segregate reports per Agent/Group?
In order to get group/agent wise reports - Please login into your Exotel account On the left panel, under the ADMIN section, you will notice Reports tab Please click on the " Reports" tab Generate the report by choosing the options either “Call/SMS” depending upon your requirement The report is generated as a CSV file Open the CSV file In headers you will fill find the below options You can now Select the data by performing “Ctrl+A” and choose insert on top of the CSV / Excel sheet, Select Pivot table and click “ok” You will now be redirected to the pivot table page “new sheet” and the above headers are populated in the pivot table fields, depending upon the necessity you can design & view the report Ex In this case, you would like to view reports for sales & Customer Support option – (The groups you have created in co-workers & groups) Return to the CSV/Excel, in the pivot table sheet, please select “Group name” from the Pivot table fields and drag-drop that in “Rows” & “Columns” You will now the report in the below style The above report indicates that Sales has received 703 calls and Support has received 5138 calls Similarly if you would like to further refine the report on agent-based, please select “ToName” from the Pivot table fields and drag-drop that in “ filters ”.
How can I access my old reports?
You can access your old reports by going to the "Reports" tab on the right panel. You can then set the dates you want the report for and even filter it for a particular ExoPhone.
Excel Macros and Exotel Reports
If you regularly analyze Exotel call reports in Excel, you can automate extraction of Leg1 and Leg2 durations using a VBA macro. Below are prerequisites, a short explanation of the data, step-by-step instructions to import and run the macro, and the macro source code.