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 this report would give you an overview of any group or a particular coworker position field description (possible values) 1 agentname the agent’s name as per ‘co workers and groups’ 2 agentemail the agent's email as per 'co workers and groups' 2 groupname the group name that an agent belongs to, as per ‘co workers and groups’ 3 incomingcalls number of completed (incoming) calls attended 4 missedcalls this is the sum of ‘noanswer’, ‘busy’ & ‘failed’ calls that get routed to an agent 5 noanswer the agent didn’t pick up the call 6 busy the agent’s number was busy or unreachable when we tried routing the call to them 7 failed either the agent’s number was temporarily out of order or exotel’s operator failed to have the call successfully route to said agent 8 outgoingcalls number of completed (outgoing) calls triggered 9 totalcalldurationinminutes sum of the duration of both incoming and outgoing completed calls (in minutes) 10 averagehandlingtimeinminutes average time spent per completed call (in minutes) 11 deviceonpercent duration of time where the agent/user was switched on over exotel dashboard (in percentage) 12 deviceonhumanreadable duration of time where the agent/user was switched on over exotel dashboard (in years, months, days, hours, minutes & seconds) the data sources & underlying logic used in the user/group report for metrics calculation are different from the live call dashboard report please refer to the user/group report for longer dated range data for today and yesterday’s data please refer to the live call dashboard report watch a short video