Click on a topic in the list to be taken to that section of the article:
General KPI Calculation and Filtering Rules
Analytics+: Detailed KPI Calculation Rules
Monitoring: Detailed KPI Calculation and Filtering Rules
Monitoring: Global KPIs Breakdown
Monitoring: Number KPIs Breakdown
Monitoring: User KPIs Breakdown
Monitoring: Last Week's Availability Overview
📌 General KPI Calculation and Filtering Rules
Data Refreshing Rate
This section applies to all dashboards , except for the Analytics Pro (for professional plans) dashboard.
Please note that these dashboards are NOT in real-time.
The data freshness is between 15 min and 1 hour.
In some rare cases some events received too late to be taken into account will be available only on the next day.
⚠️ Remember to click on the update button to get the latest available data
⚠️ Please note that a call is only taken into account in the data update process once it has been terminated (ongoing calls will not be counted)
More details:
- The data used in these sections are updated once every 15 minutes and includes all calls and user data from the previous 15 minute timespan
- In some rare cases, some events received too late to be taken into account are integrated overnight thus available on the next day
- Moreover the supporting service used to build these dashboards has a caching policy: if your company uses the same filters within a same 15 minutes window such as 10:00-10:15, the data will be searched into a cache
Permissions
The data shown may be limited to specific numbers and/or teams based on your permissions. Learn more here.
Inclusion of Deleted Numbers, Users, and Teams
In the Overview, Analytics+, and Monitoring pages, data from deleted numbers, users, and teams are taken into account. This allows access to the full history of past data.
Attribution of a call to a number
When an inbound call is received, but then routed to another internal number, the call is attributed to the new internal number.
Attribution of a call to a user (“main participant”)
When an inbound call is answered by several successive users (e.g. when a call is transferred to another user) only the last user is kept and visible as the “main participant.”
Missed inbound calls and transferred outbound calls will not have main users associated with them.
Visualization of Waiting Time
📊 Analytics +
Detailed KPI Calculation Rules
🔎 In each of these sections, you will be able to drill down on detailed information.
Inbound Calls
The total number of inbound calls received, answered, or missed.
Outbound Calls
The total number of outbound calls made.
Total Calls
The total sum of inbound and outbound calls. You can drill down to see all calls.
Missed Inbound
The percentage of inbound calls which were not answered by any agent. You can drill down in two different ways:
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Showing all xx% which will show all inbounds
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Showing all missed calls which will show only missed inbound calls.
% inbound in SLA (vs answered)
This is the percentage of answered inbound calls in which the “Time to answer” does not exceed the SLA established by the filter 'SLA (in seconds)'.
The “Time to answer” is the total waiting time before a call is answered, excluding the “Time in IVR”.
Call Evolution
The line chart displays inbound, outbound, and missed calls, using the granularity chosen with the Date Breakdown filter.
You can drill down to see the details of calls for any category on any date/month/hour.
Most Used Tags
This graph displays the 10 most used tags in your calls. Calls with no tags are also represented in this graph. A call with multiple tags will be counted multiple times and the drill-down allows you to hone in on the call details per tag.
Only answered inbound calls and outbound calls are considered in this graph.
Calls Overview
🔎 Charts detailing top missed reasons, called back, and most active users
Missed Reasons
This graph shows the reasons why inbound calls were missed. Missed reasons include:
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No_available_user
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Short_abandoned: calls where the caller hung within 10 seconds
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Agents_did_not_answer: the call rang on at least one agent’s phone but was unanswered
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Abandoned_in_IVR
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Out_of_opening_hours
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Abandoned in Classic
Please note: A call in which a customer requests a callback (i.e. by pressing the * key), is not considered as a missed call here.
For every missed call reason, there is also another breakdown between a missed call (unanswered call) with or without a subsequent call:
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A subsequent call is a call for which the same caller has been connected with an agent within 24hrs, whether by an inbound call from the same caller, a callback, or any other outbound call made to the same caller.
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⚠️ Please note that for all unanswered calls before Jan 16, 2024, if there is more than one consecutive unanswered inbound calls from the same caller, and that caller is then later successfully connected to an agent (whether through an answered inbound call or an outbound call), only the final unanswered call made by that caller will be considered to have had a subsequent call.
Call Type - Week Day
This shows the call distribution per day of the week (from Monday to Sunday) and an additional split between inbound, outbound, and missed calls. The missed calls appear in both missed calls and inbound calls.
The drill-down allows you to see call details for any selected category on the chart.
Users with most ringing attempts not picked-up (by this user)
Missed VS Answered - Hour of Day
This graph is the distribution of Inbound calls per hour of the day and is divided between answered and missed calls.
Users with most ringing attempts picked-up
Top Users Making Calls
This graph shows the top ten users making outbound calls.
⚠️ No drill-down is available on this graph.
📈 Monitoring
Detailed KPI Calculation and Filtering Rules
Global Call KPIs Breakdown
This chart shows us global aggregated metrics divided by the time granularity chosen in the filters. Each metric described below is aggregated by the time period shown in the date & hour column.
Date & Hour
This filter is for the time period for which data is aggregated. The timestamp shown is the beginning of the aggregation period.
Total Inbound Calls
The number of inbound calls received during the time period, answered or unanswered.
Total Outbound Calls
The number of outbound calls made by agents during the selected time period.
Answered Inbound
The number of inbound calls answered by agents.
% Answered Inbounds
The ratio of answered inbound calls out of all received inbound calls.
% inbound in SLA (vs answered)
The percent of inbound answered calls that were answered within the SLA, compared to the total number of answered inbound calls
% inbound in SLA / answered inbound
⚠️ Please see below for details on inbound in SLA
Missed Inbound
The number of inbound calls which were not answered by any agent.
Missed inbound without subsequent call
The number of missed inbound calls which have no subsequent call. A subsequent call is a call that was made to or from an external caller who previously made an unanswered call.
Percent Missed inbound without subsequent call
The ratio of missed calls that were not called back by any agent within 24 hours out of the total missed calls. The calculation for missed calls called back or not is the same as the Analytics+ dashboard.
Callback request inbound calls
The number of inbound calls where the caller did not reach a user/agent but made a request to be called back by pressing a key when prompted.
Callback request called back inbound calls
The number of callback request calls that have been called back (the user/agent explicitly took the action to call back the caller).
Note: there is no limit of time to consider a call as being called back.
Callback request not called back inbound calls
The number of callback request calls that have not been called back (no action was taken).
Note: there is no limit of time to consider a call as being called back.
Average Inbound Duration
The average in-call duration for inbound calls. Please note that In-call duration doesn’t take into account IVRs, welcome messages, and waiting time.
Average Outbound Duration
The average in-call duration for outbound calls. This calculates the entire duration of the call from the moment it is dialed to the hang up.
Avg Wait Time to answer
The average time a caller waits to have their call either answered or the average time before the caller abandoned (hung up) their call prior to being answered. This takes into account both the IVR and welcome message.
Average wait (abandon)
The average time from the start to the end of an inbound call that was abandoned by the caller before it was answered.
Average wait time
The average time an external participant spends waiting on the line until the call is answered by an agent.
Average time in IVR
The average time an external participant spends navigating IVR menus.
Inbound in SLA
Inbound Answered calls with waiting times less than the SLA time provided in the SLA filter.
On IVRs numbers this time excludes the welcome message and time spent in IVR. On classic numbers (with no IVR menus) the welcome message is taken into account.
Number KPIs Breakdown
In this table, all metrics shown are aggregated by phone number lines.
A call that passes through several numbers (for example when going through an IVR number) will be linked to the last number the call made it to, and will not be shown the first steps of the call journey.
Number
The name of the phone number line.
Total Inbound Calls
The number of inbound calls.
Total Outbound Calls
The number of outbound calls made.
Answered Inbound
The number of inbound calls answered on the phone number line.
% Answered Inbound
The ratio of answered inbound calls out of all inbound calls.
% inbound in SLA (vs answered)
The percent of inbound answered calls that were answered within the SLA, compared to the total number of answered inbound calls
% inbound in SLA / answered inbound
⚠️ Please see below for details on inbound in SLA
Missed Inbound Calls
The amount of unanswered inbound calls.
Please note: A call in which a customer requests a callback (i.e. by pressing the * key), is not considered as a missed call here.
Missed inbound without subsequent call
The amount of unanswered inbound calls not called back by an agent.
% Missed inbound without subsequent call
The ratio of missed calls not called back out of all missed inbound calls.
Callback request inbound calls
The number of inbound calls where the caller did not reach a user/agent but made a request to be called back by pressing a key when prompted.
Callback request called back inbound calls
The number of callback request calls that have been called back (the user/agent explicitly took the action to call back the caller).
Note: there is no limit of time to consider a call as being called back.
Callback request not called back inbound calls
The number of callback request calls that have not been called back (no action was taken).
Note: there is no limit of time to consider a call as being called back.
Average Inbound Duration
The average in-call duration for inbound calls, not taking into account both the IVR and welcome message.
Average Outbound Duration
The average in-call duration for outbound calls. This takes into account the ringing time as the agent is already in the call.
Average Wait time to Answer
The average waiting time for answered inbound calls. This takes into account the time spent in the IVR, welcome message, and the ringing time.
Average wait (abandon)
The average time from the start to the end of an inbound call that was abandoned by the caller before it was answered.
Average Wait Time
The average waiting time for all inbound calls.
Average Time In IVR
The average time spent in the IVR to reach the mother phone number.
Inbound in SLA
Inbound Answered calls with waiting times less than the SLA time provided in the SLA filter.
On IVRs numbers this time excludes the welcome message and time spent in IVR. On classic numbers (with no IVR menus) the welcome message is taken into account.
User KPIs Breakdown
This graph shows an aggregation of metrics on an agent level.
User
The first and last name of the agent the data is being aggregated for.
Inbound Ringing attempts
Number of Ringing attempts
Connected outbound calls
Times the user started an outbound call and it was connected / answered by the target number.
(ringing attempt) Picked up (by user)
Number of times a call was Picked up (by user)
% inbound in SLA (vs answered)
The percentage of calls answered by the agent within the SLA, out of the total answered inbound calls.
Please note: The time taken into consideration here for comparing with the SLA is the time during which the agent's phone is ringing. As an example:
- SLA is set to 20 seconds
- Call rings to agent 1 for 25 seconds and is unanswered
- After agent 1, call rings to agent 2 for 5 seconds before being answered
-> In Number KPIs, the call is outside of SLA because it rang for 30 seconds
-> In User KPIs, the call is in SLA for agent 2 because it only rang to them for 5 seconds
(ringing attempt) Not Picked up (by user)
Number of times a call was Not Picked up (by user)
Subsequent calls after missed call
Number of calls that were called back by the user. The user that calls back does not necessarily need to be the user that missed the call. For a call to be classified as called back it has to be preceded by a missed call within the last 24 hours from the same number
Declined inbounds by user
The amount of ringing attempts declined by the user.
Transfers by user
The amount of inbound calls that the agent answered and then transferred either to another agent or to an external number.
Total Talk Time
Total duration of inbound and outbound calls, from the moment the agent answers the call (in the case of inbound calls) or the moment the call recipient answers the call (in the case of outbound calls) until the end of the call. Call duration does not include welcome messages or time spent in IVR. Call duration does include time spent on hold and time spent transferring the call.
Total connected calls
Total number of calls that are answered by an agent for inbound calls, or connected to an external party for outbound calls.
Average talk time
The average time an agent spends on calls, including both inbound and outbound calls. The talk time metrics only include the time the agent is actually in the call.
Total inbound talk time
Total duration of inbound calls, from the moment the agent answers the call. Call duration does not include welcome messages or time spent in IVR. Call duration does include time spent on hold and time spent transferring the call.
Average inbound talk time
Calculates the average time an agent spends on inbound calls.
Total outbound talk time
Total duration of outbound calls, from the moment the call recipient answers the call until the end of the call. Call duration does include time spent on hold and time spent transferring the call.
Average outbound talk time
The average talk time of an agent's outbound calls.
Est. time on hold
This is the cumulative time on hold: the sum of the time spent on hold over all calls
Please note that this is is an estimation. The timestamps used for calculating this total are taken from when Aircall receives the event that a customer was put on or taken off of hold, and not the exact datetime when the event actually occurred. Although an estimate, this value should be very close to the actual value.
Total time on available status (desktop)
The total time an agent spent with their status set as available. This does not take into account mobile availability - only desktop.
Total time on available status (mobile)
The total time an agent spent with their status set as available. This does not take into account desktop availability - only mobile.
Total time In-Call status
The total time an agent spent with their status set as “in-call”. This is the total call time of the user and includes any calls on the mobile app.
Total time on Do Not Disturb status
The total time an agent spent with their status set as do-not-disturb.
Total time on After Call Work status
The total time an agent spent with their status set to after-call work. This includes the wrap-up time after a call and the time spent in mandatory tagging.
Total time on In Training status
The total time an agent spent with their status set to In Training.
Total time On a Break status
The total time an agent spent with their status set to On a Break.
Total time on Out for Lunch status
The total time an agent spent with their status set to Out for Lunch.
Total time on Back Office status
The total time an agent spent with their status set to Back Office.
Total time on Other status
The total time an agent spent with their status set to Other.
⚠️ Please note that some data on the user-level could be missing in the event that the agent uses the mobile application.
If an agent uses the mobile app to receive inbound calls, there might be incomplete data for the total number of inbounds received, the number of missed calls, and the number of calls declined.
There are no data calculation inconsistencies when making outbound calls on the mobile applications.
⚠️ Please note that each status duration is calculated from the start date chosen in the filter until the date the user status is changed. The end date of the filter is thus discarded.
Example
An agent becomes available at 11:00pm on the 20th of March and becomes not available again at 3:00am on the 21st of March:
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If you filter for only the 20th of March, the total available time will be 4 hours
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If you filter for only the 21st of March, the total available time will be 0 hours
Last Week’s Availability Overview
This chart shows for the previous week the following metrics per agent and per day, please note that the time filter cannot be modified on this chart:
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The first time in the day when the agent was available.
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The last time during the day when the agent was available.
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The total time during the day the agent was available.
These data metrics are based on the availability status of an agent and only take into account the status available (when the agent is able to receive calls).
Filters
The six filters available on this dashboard are all also available on the Analytics+ dashboard. Please refer back to Analytics+: Filter Rules for a summary.
Aircall Status
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