The Analytics+ dashboard provides an in-depth view of your Aircall activity, allowing you to analyze call performance, user behavior, and trends beyond what the standard Overview dashboard offers. With unlimited data history, advanced filters, and drill-down capabilities, you can explore every detail of your team’s call metrics and take informed action.
For deeper analysis, check the dedicated dashboards:
Who can access it
The Analytics+ Dashboard is available for companies with the Analytics+ add-on. Access is granted to users with admin or supervisor roles.
The displayed data may be limited by your permissions, including visibility to specific numbers or teams. Please visit our article Understanding permissions in Analytics for more details.
Key terminology
For definitions of key terms used in this dashboard, refer to the article Analytics: Terms. You can also find a quick definition of each KPI or graph in its tooltip.
General tips
| Tip | Description |
|---|---|
| Hide and show elements of a graph | Click directly on the legend to hide a metric. Click again to display it. |
| Sort data tables | Click any column header to sort the data. |
| Export | Learn how to export your data in our article Export data options in Aircall Analytics. |
| Tooltips | Hover over the “ℹ” icon for quick in-dashboard guidelines. |
| Data limits | Tables can display up to 5,000 entries. Use filters to narrow your search. |
| Drill down |
On most metrics in this dashboard (except percentages), you have the option of drilling down into the individual calls comprising the metric, for further investigation. See the list of drill down fields in our article Analytics+: Drill down fields |
Filters
Use the filters at the top of the page to refine the data displayed in charts and tables. For general guidance on using filters, see Applying filters (other dashboards).
| Filter | Description |
|---|---|
| Date | Defines the period reflected in the dashboard. |
| Date breakdown | Aggregates data by hour, day, month, or custom range (24-hour format). |
| Inbound SLA (seconds) | Applies your inbound service-level target to related KPIs. |
| Hours | Default filter: 9 a.m. to 6 p.m. (local timezone). Adjust as needed for your working hours. |
| Users | Filters data to specific users. |
| Call routed to team / Users belonging to team | Limits data to selected teams or users assigned to those teams. |
| Lines | Displays data for selected phone numbers. |
| Tags | Filters data based on applied call tags. |
| Missed reasons | Focuses on calls missed for selected reasons. |
| Timezone | Displays all data in your selected time zone. |
| IVR branch | Filters data by the last IVR menu option selected by the caller. |
Important:
• These pre-set filters are not customizable.
• Deleted users, teams, or numbers may still appear in filters, even if related data has been deleted.
Tip: When applying filters, adjust for time zone differences and local business hours.
If your company operates across multiple time zones, ensure your “Hours” filter covers the full 24-hour range (0–23) for consistent results.
Navigating the Analytics+ Dashboard
Overview (Top KPIs tiles)
At the top of the dashboard, five tiles summarize your key call activity:
Inbound calls
Outbound calls
Total calls (inbound, outbound, and missed)
Missed inbound calls
% inbound in SLA (vs answered)
Note: If you want to see a list of metrics and attributes used in Aircall's analytics dashboards, please visit our article Analytics: Metrics and Analytics: Call attributes.
Call evolution
The Call Evolution chart is an interactive line graph showing how missed, inbound, and outbound calls evolve over the selected time period. You can click on any data point or peak to open a detailed breakdown of the underlying calls, which can also be downloaded as an .XLS file.
Tags use overview (Most used tags)
This interactive bar chart displays your most used tags over the selected period. The first bar always represents Untagged calls for that timeframe.
You can:
Click on a bar to view all calls with that specific tag.
Download an .XLS file that includes both tagged calls and calls not associated with the top 10 tags.
Important: If a tag is removed from a previously tagged call, that call will appear in the Untagged category.
Calls overview
This section provides multiple charts summarizing missed call reasons, callback performance, and user activity. All charts are interactive and support drill-down to see detailed data.
| Chart | Description |
|---|---|
| Missed reasons |
This bar chart displays the total number of missed calls grouped by reason.
A missed call is considered called back when a user calls back the same number within the same day directly from the missed-call detail in the To-Do section of the Aircall app. |
| Call type – Weekday |
A day-by-day breakdown of calls by type:
For a refresher on missed-call categories, see the article Missed, Unanswered & Abandoned Call Classifications. |
| Users with most ringing attempts not picked up |
|
| Missed vs. answered – Hour of day |
|
| Users with most ringing attempts picked up |
|
| Users with most connected outbound calls |
|
These charts together help you understand when and why calls are missed, how callbacks are handled, and which users contribute most to inbound and outbound performance, enabling data-driven decisions to improve customer responsiveness and team efficiency.
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