Reporting Overview

Exotel provides a comprehensive reporting suite that gives you full visibility into your communication operations. From real-time dashboards to scheduled CSV exports, you can track every call, SMS, and agent interaction across your account.

Available Report Types

Report Type	What It Covers	Access Method
Call Logs	All inbound and outbound calls with status, duration, timestamps	Dashboard, API
CDR Reports	Detailed call detail records with full metadata	Dashboard export, API
SMS Reports	SMS delivery status, DLT compliance, error tracking	Dashboard, API
Real-Time Dashboard	Live call monitoring, agent availability, queue status	Dashboard
Scheduled Reports	Automated email delivery of reports on a recurring basis	Dashboard
Custom Reports	Filtered, date-ranged exports in CSV/Excel format	Dashboard
Analytics Dashboard	KPIs, trends, visualizations for business intelligence	Dashboard
Recording Access	Call recording playback, download, and retention management	Dashboard, API

Reporting Architecture

┌────────────────────────────────────────────────────────┐
│                   Exotel Platform                       │
│                                                         │
│  ┌──────────┐  ┌──────────┐  ┌──────────┐             │
│  │  Voice    │  │   SMS    │  │  Contact │             │
│  │  Engine   │  │  Gateway │  │  Center  │             │
│  └────┬─────┘  └────┬─────┘  └────┬─────┘             │
│       │              │              │                    │
│       ▼              ▼              ▼                    │
│  ┌─────────────────────────────────────────┐           │
│  │         Unified Reporting Engine         │           │
│  └────────────────┬────────────────────────┘           │
│                   │                                     │
│    ┌──────────────┼──────────────┐                     │
│    ▼              ▼              ▼                      │
│  Dashboard      API          Scheduled                  │
│  Reports      Endpoints      Exports                    │
└────────────────────────────────────────────────────────┘

Accessing Reports

Via the Dashboard

1. Log in to my.exotel.com
2. Navigate to Reports in the left sidebar
3. Select the report type you need
4. Apply filters (date range, phone number, status, direction)
5. View inline or export to CSV/Excel

Via the API

Use the following API endpoints to fetch reporting data programmatically:

Endpoint	Description
GET /v1/Accounts/{sid}/Calls.json	Fetch call detail records
GET /v1/Accounts/{sid}/Calls/{callSid}.json	Fetch a single call's details
GET /v1/Accounts/{sid}/SMS/Messages.json	Fetch SMS delivery records
GET /v1/Accounts/{sid}/SMS/Messages/{smsSid}.json	Fetch a single SMS status

See Voice API - Call Details and SMS API - SMS Details for full parameter documentation.

Data Retention

Data Type	Retention Period	Notes
Call logs	18 months	Accessible via dashboard and API
CDR records	18 months	Downloadable as CSV
SMS logs	12 months	Includes DLT status
Call recordings	90 days (default)	Extendable with custom retention plans
Real-time data	Live + 24 hours	Historical data moves to call logs

Custom Retention

Need longer retention periods for call recordings or logs? Contact your Exotel account manager to discuss custom retention plans tailored to your compliance requirements.

Timezone Handling

All timestamps in Exotel reports use IST (Indian Standard Time, UTC+5:30) by default for India-based accounts. For accounts on the Singapore cluster, timestamps use SGT (Singapore Time, UTC+8).

tip

When fetching data via the API, always specify date ranges with explicit timestamps (e.g., 2026-03-01 00:00:00 to 2026-03-01 23:59:59) to avoid timezone ambiguity.

Common Reporting Workflows

Track Call Quality Metrics

1. Use Call Logs to filter by status (completed, no-answer, busy, failed)
2. Calculate answer rate: completed / total calls * 100
3. Set up Scheduled Reports for daily summaries

Monitor SMS Delivery

1. Use SMS Reports to track delivery rates
2. Filter by DLT status to identify compliance issues
3. Export failed messages for troubleshooting

Build Custom Dashboards

1. Use the Call Details API for programmatic access
2. See Business Monitoring Dashboard for a complete implementation guide
3. Combine with Heartbeat webhooks for real-time health monitoring

What's Next

• Call Logs -- Get started with viewing and filtering call data
• CDR Reports -- Download detailed call records
• Real-Time Dashboard -- Monitor live call activity
• Analytics Dashboard -- Explore KPIs and trends