The Monitoring+ dashboard in Analytics+ provides a detailed breakdown of your team’s calling performance. It tracks key call metrics by time range, numbers, IVR branch, and users, and also displays users’ login and logout activity from the previous week.
You can export all data tables to create custom reports and integrate them into your own business tools and processes.
Who can access it
The Monitoring+ 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 |
|---|---|
| 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. |
| Data limits | Tables can display up to 5,000 entries. Use filters to narrow your search. |
| Hover elements | Hover over data points or click elements to explore further details. |
Filters
Use the filters at the top of the page to refine the data displayed in the tables. For general guidance on using filters, see Applying filters (other dashboards).
| Filter | Description |
|---|---|
| Date | Defines the date range for all metrics and charts. |
| Date breakdown | Aggregates data by hour, day, or month (in 24-hour time). |
| Hours | Restricts data to calls occurring during the selected hours. |
| Users | Filters data to a specific user or users. |
| SLAs | Applies your inbound service-level agreement threshold to performance metrics. |
| Timezone | Adjusts all data to the selected time zone. |
Important:
• Pre-set filters cannot be customized.
• Deleted users, teams, or numbers will still appear in filter lists, though related data may have been deleted.
Navigating the Monitoring+ Dashboard
Note:
• For more information on Inbound/Outbound durations, please visit our article Further Troubleshooting Analytics+ & Monitoring in the Dashboard.
• 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.
Global Call KPI’s Breakdown
The Global call KPIs chart provides an overview of call performance across your organization.
You can view detailed metrics for each date and hour, including:
| Metric | Description |
|---|---|
| Date & Hour | Time grouping based on selected filters. |
| Total inbound calls / Total outbound calls | Total number of calls received or made. |
| Answered inbound | Number of inbound calls successfully answered. |
| Percent answered inbound | Percentage of inbound calls answered. |
| % inbound in SLA (vs answered) | Percentage of answered inbound calls meeting your SLA threshold. |
| Missed inbound calls / Missed inbound without subsequent call | Total missed calls and those not followed by a connected call within 24 hours. |
| Percent missed inbound without subsequent call | Share of missed calls without a subsequent call. |
| Callback request inbound calls / called back / not called back | Number of callback requests and their outcomes. |
| Average inbound duration / outbound duration | Average talk time for inbound and outbound calls. |
| Average wait time to answer | Average waiting time before a call is answered. |
| Average wait (abandon) | Average wait time for calls that were abandoned. |
| Average wait time | Overall average of waiting durations. |
| Average time in IVR | Average time spent in IVR before the call is answered or disconnected. |
| Inbound in SLA | Count of inbound calls answered within your SLA. |
Note:
• Missed call data is calculated within a 24-hour period.
• Inbound SLA is based on Time to Answer and does not include the time a caller spends in the welcome message, IVR menus, or with the AI Voice Agent.
Number KPIs breakdown
The Number KPIs chart provides metrics grouped by your Aircall numbers, giving insight into performance across different lines.
| Metric | Description |
|---|---|
| Number | The phone line associated with the data. |
| Total inbound / outbound calls | Total calls received and made on the number. |
| Answered inbound / % answered inbound | Number and percentage of answered inbound calls. |
| % inbound in SLA (vs answered) | Percentage of answered inbound calls that met your SLA. |
| Missed inbound calls / missed inbound without subsequent call | Missed calls and missed calls not followed by a connected call within 24 hours. |
| % missed inbound without subsequent call | Share of missed calls without follow-up contact. |
| Callback requests (inbound / called back / not called back) | Breakdown of callback requests for each number. |
| Average inbound / outbound duration | Average call durations. |
| Average wait to answer / wait (abandon) / wait time | Waiting time metrics. |
| Average time in IVR | Time callers spend in the IVR menu. |
| Inbound in SLA | Count of calls meeting SLA. |
Note: Missed call data is calculated within a 24-hour period.
IVR branch KPIs breakdown
The IVR Branch KPIs chart displays metrics grouped by IVR branch. An IVR branch represents the final menu option chosen by the caller before their call was answered or went unanswered.
Tip: Name your IVR branches in Smartflows to have them clearly identified in the dashboard.
This section includes the same metrics available in the Number KPIs breakdown, but grouped by IVR branch selection.
User KPIs breakdown
The User KPIs breakdown section provides detailed insights into each user's calling and status activity.
| Metric category | Description |
|---|---|
| Inbound ringing attempts | Number of inbound calls that rang to the user. |
| Connected outbound calls | Outbound calls connected with a recipient. |
| Picked up (by user) / Not picked up (by user) | Number of inbound ringing attempts answered or missed by the user. |
| % inbound in SLA (vs answered) | Percentage of the user’s answered inbound calls within SLA. |
| Subsequent calls after missed call | Calls that followed a missed call from the same contact within 24 hours. |
| Declined inbound by user | Calls explicitly declined by the user. |
| Transfers by user | Calls transferred by the user to another teammate. |
| Total talk time / connected calls / average talk time | Duration and frequency of connected calls. |
| Inbound / outbound talk time (total and average) | Separate breakdowns for inbound and outbound interactions. |
| Estimated time on hold | Time callers spent on hold during calls with this user. |
User status activity
| Metric | Description |
|---|---|
| Total time on available status (desktop/mobile) | Time spent available to receive calls. |
| Total time on In Call status | Time actively spent on calls. |
| Total time on Do Not Disturb / After Call Work / In training / On break / Out for lunch / Back office / Other status | Time spent in each non-call status. |
Note:
• After-call work includes wrap-up time and any mandatory tagging time if enabled.
• Each status duration is calculated from the moment the status begins until it changes. The filter’s end date does not truncate the ongoing status.
Example:
If an agent becomes available at 11:00 pm on March 20 and switches to “Not available” at 3:00 am on March 21:
Filtering for March 20 will show 4 hours of availability.
Filtering for March 21 will show 0 hours.
Last week’s user availability overview
This chart summarizes user availability for the previous week only.
| Metric | Description |
|---|---|
| User name | The agent’s name. |
| First available time of the day | When the user first became available. |
| Last available time of the day | When the user was last available. |
| Total available time per day | Total time the user was in available status during the day. |
Note: These metrics are based solely on the available status, and only take into account the status available (when the agent is able to receive calls).
Aircall Status
Help logging in