How to use the Aircall Metrics Dashboard in Salesforce

Note: This guide applies to the Salesforce v3 integration and does not apply to Salesforce Sales Engagement.

The Aircall Metrics Dashboard helps you track a variety of individual and team call metrics directly in Salesforce. Built by Aircall, it includes 18 out-of-the-box reports based on call data logged through the Aircall-Salesforce integration.

You can customize these reports to fit your business needs and use insights from your team’s call trends to inform coaching and staffing decisions.

For more details on the Salesforce fields used for call logging, please review the article Salesforce Call Logging – Fields.

How to access the dashboard in Salesforce

Steps:

1. Open the Object Menu and click on Dashboards.

2. Select All Folders and review your list of dashboards to locate the Aircall dashboard.

   

If you do not see an Aircall-related dashboard:

1. Open the Object Menu and click on Reports.
2. Select All Folders and and then open the folder Aircall - Reports

3. For each report, open the dropdown menu on the far right and click Add to Dashboard.
    

   

4. Choose to create a new dashboard or add the reports to an existing dashboard.
5. Once added, go back to Object Menu > Dashboards  and open the dashboard associated with the Aircall reports.

Reports included in the Aircall Metrics Dashboard

The Aircall Metrics Dashboard includes the following 18 reports:

Pick-up rate by agent

Based on the Connection status field, this report shows the number of inbound calls that were answered (Connected) or not answered (Not connected) by agent.

Note: This report does not include the pick-up rate for outbound calls.

Pitch success rate by agent

Displays the success rate of each agent’s calls, referred to as a pitch. A pitch is determined by Call duration:

• Unsuccessful: under 30 seconds

• Partially Successful: 30–120 seconds

• Successful: over 120 seconds

Total number of missed calls

This report shows the percentage of inbound calls that are missed.

Missed call ratio

This report shows a breakdown of  Missed Call Reason across all missed calls.

Missed call by agent

This report shows the number of missed calls assigned to each agent. For more information on how calls are assigned, please review the section on OwnerId here.

Missed call by hour

Displays the total number of missed calls per hour, determined by the Hour of the day field.

Total call volume by agent

Shows the total time (in minutes) each agent spent on calls, based on the Call Duration field.

Call distribution

Displays a breakdown of CallDispositions/Call Results for all calls. You may see calls marked as “Inbound” for test calls made during setup.
 

Call distribution by agent

This report shows a breakdown of the different CallDispositions/Call Results for each agent’s calls.

Call by country

Shows the number of calls made or received to/from different countries, determined by the custom Country field in Salesforce.

Best times to call

Displays a graph of how many calls were connected at each hour of the day, including both inbound and outbound calls.

Call volume by account

Shows how many calls have been made or received to/from each Account in Salesforce. This report does not include calls to Leads or Contacts not assigned to an Account.

Average call volume

Shows the average Call Duration (in minutes) across all calls.

Call volume by agent

Shows the total number of calls handled by each agent.

Average call volume by agent

Shows the average Call Duration (in minutes) for each agent.

Call waiting time

Displays the average waiting time (in seconds) callers experience at each hour of the day before connecting with an agent. Waiting time is determined by the custom Waiting Time field in Salesforce and applies only to inbound calls.

Average waiting time (sec)

Shows the average waiting time across all calls.

Longest waiting time (sec)