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 'https://<api_key>:<api_token>@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 |