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Introducing Analytics in Your Exotel Admin Dashboard
You can now track via visual analytics on how your team is performing by checking:
– Variation of calls being received/missed
– Which agent is doing more calls than others (who is over loaded and needs support)
– Which group is getting most bombarded by your customers
– Average call duration of calls attended by each of your team member
All this is available in Analytics for the last 30 days of usage
Reporting also has had improvements:
Apart from using our API’s (like call API, SMS API) to pull out any reports, you wish to for real time, you can now have more data from the Excel sheets you can download at any point of time.
– Caller Number, Time of call, duration of call, Type of call, Billing, Recording URL were already there
Now we have introduced:
Group-wise calling data
– Name of caller since it is integrated with your Address Book (click here to know more)
– Name of agent who received the call
Download this for both Call & SMS reports and know the last reports downloaded by you as well! Just goto – My Account > Reports and the magic awaits.
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