Analytics Dashboard
The analytics dashboard provides a visual, data-driven view of your communication operations. Track key performance indicators (KPIs), identify trends, and make informed decisions based on real-time and historical data.
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The analytics dashboard is available on Growth and Enterprise plans. Starter plan users have access to basic metrics through Call Logs and the Real-Time Dashboard.
Accessing the Analytics Dashboard​
- Log in to my.exotel.com
- Navigate to Reports > Analytics in the left sidebar
- Select the date range for your analysis
- The dashboard loads with all KPI widgets and charts
Key Performance Indicators (KPIs)​
The analytics dashboard displays the following KPIs at the top of the page:
Voice KPIs​
| KPI | Description | How It Is Calculated |
|---|---|---|
| Total Calls | Total number of calls in the selected period | Count of all call records |
| Answered Calls | Calls that were picked up | Count of calls with status completed |
| Answer Rate | Percentage of calls answered | (Answered Calls / Total Calls) x 100 |
| Missed Calls | Calls that were not answered | Count of calls with status no-answer or busy |
| Average Call Duration | Mean duration of answered calls | Sum of durations / Count of answered calls |
| Total Talk Time | Aggregate talk time across all calls | Sum of all call durations |
| Total Cost | Total voice spend in the period | Sum of all call costs |
SMS KPIs​
| KPI | Description | How It Is Calculated |
|---|---|---|
| Total SMS Sent | Total messages submitted | Count of all SMS records |
| Delivery Rate | Percentage of messages delivered | (Delivered / Total Sent) x 100 |
| Failed SMS | Messages that failed to deliver | Count of SMS with status failed or rejected |
| Total SMS Cost | Total SMS spend in the period | Sum of all SMS costs |
Operational KPIs (Contact Center)​
| KPI | Description | How It Is Calculated |
|---|---|---|
| Agent Utilization | Percentage of time agents are on calls | (Total Talk Time / Total Agent Hours) x 100 |
| Average Wait Time | Mean time callers wait before being connected | Sum of wait times / Count of inbound calls |
| First Call Resolution | Calls resolved without follow-up | Requires custom tagging or CRM integration |
| Abandonment Rate | Callers who hung up before being connected | (Abandoned Calls / Total Inbound) x 100 |
Visualizations​
Call Volume Trends​
The Call Volume chart shows daily call counts over the selected period:
- Line chart: Total calls, answered calls, and missed calls plotted over time
- Toggle views: Switch between daily, weekly, and monthly aggregation
- Overlay: Compare the current period with the previous period for trend analysis
Call Distribution​
The Call Distribution widget breaks down calls by:
| Dimension | Visualization | Insight |
|---|---|---|
| Direction | Pie chart | Ratio of inbound vs. outbound calls |
| Status | Donut chart | Distribution of call outcomes (answered, missed, busy, failed) |
| Hour of Day | Bar chart | Peak calling hours for staffing optimization |
| Day of Week | Bar chart | Busiest days for capacity planning |
| ExoPhone | Horizontal bar | Call volume per virtual number |
SMS Delivery Funnel​
The SMS Funnel visualizes the message delivery pipeline:
Submitted → Sent to Carrier → Delivered to Handset
100% 95% 89%
Each stage shows the count and percentage, helping you identify where messages are dropping off.
Cost Analysis​
The Cost Analysis section provides:
- Daily cost trend line for voice and SMS
- Service cost breakdown pie chart (voice, SMS, WhatsApp, rentals)
- Month-over-month comparison bar chart
- Cost per call / Cost per SMS trend over time
Filtering and Segmenting Data​
Global Filters​
Apply filters that affect all dashboard widgets:
| Filter | Description |
|---|---|
| Date Range | Select a custom range or use presets (Today, Last 7 Days, Last 30 Days, This Month, Last Month) |
| ExoPhone | Filter all data to a specific virtual number |
| Direction | Show only inbound, outbound, or all calls |
| Agent | Filter to a specific agent's activity |
Segmentation​
Drill down into specific dimensions by clicking on any chart element:
- Click a bar in the "Hour of Day" chart to see calls for that specific hour
- Click a slice in the "Status Distribution" chart to filter all widgets to that status
- Use the breadcrumb navigation to return to the full view
Custom KPI Widgets (Enterprise)​
Enterprise plan users can create custom KPI widgets:
Adding a Custom Widget​
- Click Customize Dashboard
- Click Add Widget
- Configure the widget:
| Setting | Description |
|---|---|
| Widget Type | Number, Chart (line/bar/pie), Table |
| Data Source | Voice calls, SMS, usage, agent activity |
| Metric | Count, sum, average, percentage |
| Dimension | Time, status, direction, ExoPhone, agent |
| Filter | Additional filters specific to this widget |
- Position the widget on the dashboard by dragging it
- Click Save Dashboard
Dashboard Sharing​
Share your dashboard configuration with team members:
- View-only access: Share a read-only view with stakeholders
- Edit access: Allow team members to modify the dashboard layout
- Scheduled email: Send a dashboard snapshot via email (see Scheduled Reports)
Exporting Analytics Data​
Export Options​
| Method | Description |
|---|---|
| Screenshot | Click the camera icon to capture the current dashboard view as an image |
| PDF Export | Generate a PDF report of the current dashboard state |
| CSV Export | Export the underlying data for any individual widget |
| API Access | Use the Exotel API to query analytics data programmatically (Enterprise) |
Embedding Analytics​
Enterprise accounts can embed analytics widgets in external dashboards:
- Navigate to the widget you want to embed
- Click the Share icon
- Select Embed
- Copy the embed code (iframe or API endpoint)
- Paste into your internal dashboard or reporting tool
info
Embedded widgets require authentication. Ensure your internal dashboard can handle Exotel API authentication. See Authentication Reference.
Best Practices​
- Set up a daily review cadence -- Check the analytics dashboard every morning for anomalies
- Compare periods -- Always compare the current period with the previous period to spot trends
- Focus on actionable KPIs -- Track metrics you can act on (answer rate, average wait time) rather than vanity metrics
- Set KPI targets -- Define targets for key metrics and monitor progress
- Combine with custom reports -- Use the dashboard for visual insights and Custom Reports for detailed data analysis
- Share with stakeholders -- Use scheduled dashboard snapshots to keep leadership informed
Related Topics​
- Real-Time Dashboard -- Live call monitoring and agent status
- Call Logs -- Detailed individual call records
- Custom Reports -- Build tailored reports with advanced filters
- Scheduled Reports -- Automate report delivery