Call Analytics
Exotel's call analytics provide real-time and historical insights into your call operations. Track key performance indicators (KPIs), monitor agent productivity, identify trends, and make data-driven decisions to improve customer experience.
Accessing Call Analytics
Via Dashboard
- Log in to the Exotel Dashboard.
- Navigate to Analytics or Reports in the left sidebar.
- Select the date range and filters.
- View charts, tables, and summary metrics.
Via API
Use the Call Details API or Call Logs API to fetch call data programmatically for custom reporting and integration with your BI tools.
Key Metrics and KPIs
Call Volume Metrics
| Metric | Description | Why It Matters |
|---|---|---|
| Total calls | Total number of incoming and outgoing calls | Measures overall call traffic |
| Incoming calls | Calls received on your ExoPhones | Tracks customer demand |
| Outgoing calls | Calls initiated by your team or API | Tracks outreach activity |
| Missed calls | Calls where no agent answered | Identifies lost opportunities |
| Abandoned calls | Calls where the caller hung up before connecting | Indicates long wait times |
| Calls per hour/day | Call volume distribution over time | Helps with staffing decisions |
Call Quality Metrics
| Metric | Description | Target |
|---|---|---|
| Answer rate | Percentage of calls answered by agents | Above 90% |
| Average handle time (AHT) | Average duration of a connected call | Depends on use case |
| Average ring time | Average time before an agent answers | Under 15 seconds |
| First call resolution (FCR) | Percentage of issues resolved in one call | Above 70% |
| Call transfer rate | Percentage of calls transferred to another agent/team | Under 15% |
| Call drop rate | Percentage of calls disconnected unexpectedly | Under 2% |
Agent Performance Metrics
| Metric | Description | What It Reveals |
|---|---|---|
| Calls handled | Number of calls each agent answered | Agent workload |
| Average talk time | Average duration of agent conversations | Efficiency and thoroughness |
| Availability | Percentage of time agent was available for calls | Staffing utilization |
| Missed calls per agent | Calls the agent did not answer | Agent responsiveness |
| After-call work time | Time spent on post-call activities | Process efficiency |
| Queue time per agent | How long callers wait for each agent | Agent speed |
IVR Metrics
| Metric | Description | Insight |
|---|---|---|
| IVR completion rate | Percentage of callers who successfully navigate the IVR | Menu usability |
| Drop-off by option | Where callers hang up in the IVR | Identifies confusing menu options |
| Most selected option | Which IVR keys are pressed most | Department demand |
| IVR-to-agent rate | Percentage of IVR callers who reach an agent | Self-service vs. agent ratio |
| Average IVR time | Time spent in the IVR before connecting | Menu complexity |
Dashboard Views
Real-Time Dashboard
Monitor live call activity:
- Active calls -- Number of calls currently in progress
- Callers in queue -- Number of callers waiting for an agent
- Available agents -- Number of agents ready to take calls
- Average wait time (live) -- Current average wait time in queue
Historical Reports
Analyze past performance:
| Report | Time Range | Key Data |
|---|---|---|
| Daily summary | Single day | Calls, answer rate, AHT, missed calls |
| Weekly trend | 7 days | Volume trends, peak hours, agent load |
| Monthly report | 30 days | KPIs, month-over-month comparison |
| Custom range | Any range | Flexible analysis |
Filters
Narrow your analysis with these filters:
| Filter | Options |
|---|---|
| Date range | Today, yesterday, last 7 days, last 30 days, custom |
| ExoPhone | Filter by specific virtual number |
| Call direction | Incoming, outgoing, or both |
| Call status | Completed, missed, busy, no-answer, failed |
| Agent | Filter by specific agent |
| Call flow | Filter by specific call flow (App) |
Call Logs
The call logs table provides a detailed record of every call:
| Field | Description |
|---|---|
| CallSid | Unique call identifier |
| From | Caller's phone number |
| To | Called number (ExoPhone or customer) |
| Direction | Incoming or Outgoing |
| Status | Completed, missed, busy, no-answer, failed |
| Start time | When the call started |
| Duration | Total call duration in seconds |
| Agent | Agent who handled the call |
| Recording | Link to play or download the recording |
| Flow | The call flow (App) that handled the call |
Exporting Call Logs
- Go to Call Logs in the dashboard.
- Apply your desired filters.
- Click Export (CSV or Excel).
- The file downloads with all matching call records.
Via API
# Fetch call logs for a date range
curl -u '<api_key>:<api_token>' 'https://api.exotel.com/v1/Accounts/<account_sid>/Calls.json?StartTime=2025-01-01&EndTime=2025-01-31&PageSize=50'
See: Call Logs API
Custom Reports and Integrations
Webhooks for Real-Time Data
Configure Status Callbacks to receive call data in real time. Your application can:
- Store call records in your own database
- Feed data into a BI tool (Tableau, Power BI, Metabase)
- Trigger alerts based on KPI thresholds
- Update CRM records automatically
Building Custom Dashboards
- Set up status callbacks to send call data to your server.
- Store the data in a database (PostgreSQL, MySQL, BigQuery).
- Connect your BI tool to the database.
- Build custom dashboards with your specific KPIs and visualizations.
Exotel → Status Callback → Your Server → Database → BI Dashboard
Common Integration Patterns
| Integration | Purpose |
|---|---|
| CRM (Salesforce, Zoho, HubSpot) | Log calls against contacts and leads |
| BI tools (Tableau, Power BI) | Advanced visualization and reporting |
| Slack/Teams | Real-time alerts for missed calls or KPI breaches |
| Google Sheets | Simple reporting for small teams |
| Data warehouse (BigQuery, Redshift) | Long-term storage and analysis |
Interpreting Analytics
High Missed Call Rate
A missed call rate above 10% indicates issues:
| Possible Cause | Solution |
|---|---|
| Not enough agents | Hire more agents or extend hours |
| Long ring timeout | Reduce ring timeout to fail over faster |
| No call queue | Enable Call Queue |
| Peak hour understaffing | Adjust schedules based on call volume patterns |
Low Answer Rate for Outgoing Calls
If outbound answer rates are below 40%:
| Possible Cause | Solution |
|---|---|
| Unknown caller ID | Enable Truecaller Verified Caller ID |
| Calling during off-hours | Schedule calls during 10 AM - 12 PM and 3 PM - 6 PM |
| Wrong numbers in list | Validate numbers before campaigns |
| DND numbers | Filter out DND-registered numbers |
High IVR Drop-Off
If callers hang up during the IVR:
| Possible Cause | Solution |
|---|---|
| Too many menu options | Reduce to 4-5 options per level |
| Confusing language | Simplify and test the IVR prompt |
| No operator option | Add "Press 0 for an operator" |
| Long greeting before IVR | Shorten the greeting |
tip
Review your IVR drop-off analytics monthly. If a particular menu option has a high drop-off rate, that option may be confusing or unnecessary. Consider removing or rewording it.
Scheduled Reports
Set up automatic reports delivered to your inbox:
- Go to Analytics > Scheduled Reports.
- Click Create New Report.
- Select the metrics, filters, and format.
- Set the schedule (daily, weekly, monthly).
- Enter the recipient email addresses.
- Save.
Best Practices
- Define your KPIs -- Decide which 5-7 metrics matter most for your business and focus on those.
- Set targets -- Establish target values for each KPI (e.g., answer rate above 90%, AHT under 4 minutes).
- Review weekly -- Hold a weekly review of call analytics with your team to identify trends and issues.
- Act on insights -- Analytics are only useful if they drive action. High missed calls should lead to staffing changes, not just a report.
- Compare periods -- Compare week-over-week and month-over-month to spot trends.
- Correlate with business outcomes -- Connect call metrics to business results (sales, CSAT, retention) for a complete picture.
- Export and archive -- Export historical data periodically for long-term analysis and compliance.
warning
Do not rely solely on average metrics. A "good" average handle time can hide problems if some calls are extremely long while others are extremely short. Look at distributions and outliers in addition to averages.
Troubleshooting
| Issue | Cause | Solution |
|---|---|---|
| Dashboard shows no data | Date range filter too narrow | Expand the date range |
| Call count does not match | Filters excluding some calls | Check status and direction filters |
| Agent data missing | Agent numbers not mapped to names | Map agent numbers in dashboard settings |
| Export fails | Too many records | Narrow the date range or add filters |
| Real-time data delayed | Callback URL unreachable | Check server availability and webhook configuration |