Unanswered calls directly affect customer satisfaction, and for sales teams they can mean missed opportunities. The Unanswered Calls+ dashboard helps you track how many calls go unanswered and why, so you can reduce missed contacts and improve service quality. It also shows how the AI voice agent helps limit the impact of missed calls by handling interactions when agents are unavailable.
Who can access it
The Unanswered Calls+ 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.
What you can do with this dashboard
Use this dashboard to identify:
- When the most calls are left unanswered, by time and day, and how this changes over time
- The main reasons calls are missed
- How effectively callers with missed calls are contacted again
- How the AI voice agent prevents missed calls by engaging with callers when agents are unavailable
Use the insights provided by this dashboard:
- If calls are unanswered because no agents were available, identify root causes. For example, if you find specific busy time slots, adapt agent schedules.
- If calls are unanswered because available agents did not pick up, consider coaching and performance follow-up.
- If calls are unanswered due to caller abandonment, improve IVR menus, adjust routing or ringing time, or implement a callback strategy.
- If missed calls are handled by the AI voice agent during agent unavailability, measure its coverage and consider expanding its use during peak hours or after business hours.
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 date range of data shown. Includes calls or user events that began within this range. |
| Date breakdown | For timeline graphs, choose how to group data (hourly, daily, weekly, or monthly). |
| Hours | Narrows the data to events that started within selected hours (based on timezone). |
| Timezone | Determines the timezone for the selected date and hours. |
| Unanswered call reason | Shows only calls unanswered for the selected reasons. This filter applies only to unanswered calls. Totals for inbound calls still include all inbound calls, whether answered or not. |
| Numbers | Filters calls by selected phone numbers (outbound or inbound). |
| IVR Branch | Filters calls by the last IVR branch chosen by the caller before the call was answered or unanswered. |
| With AI voice agent | Focuses on calls where the AI voice agent participated, either before a transfer or handling the call fully when no human agent was available. |
| Call routed to team | This filter displays all calls routed to a specific team in the inbound call distribution. |
Top KPIs in this dashboard
These KPIs provide a quick assessment of unanswered calls and your follow-up performance.
| Metric | Description | Percent or calculation notes |
|---|---|---|
| Unanswered inbound calls | Total number of inbound calls that were not answered. | Subtitle shows % of total inbound calls (share of unanswered vs. all inbound calls). |
| Unique callers with unanswered calls | Number of callers who had at least one unanswered inbound call during the selected period. | Subtitle shows % of unique callers = callers with ≥1 unanswered inbound / callers with ≥1 inbound call (same period). |
| Average waiting duration (unanswered calls) | Average time from call start until the call ends without being answered, including welcome messages and IVR time. | Total waiting duration across all unanswered calls ÷ total number of unanswered calls. |
| Unanswered inbound calls without a subsequent call | Unanswered calls without a connected call within 24 hours (either an inbound call from the same caller that was answered or an outbound call to the same caller that connected). |
|
| Callback requests NOT called back | Calls where the caller requested a callback (by pressing a key) but no user picked up the callback task. | % not called back = (not-returned callback requests ÷ total callback requests). |
| Average Automatic Callback pending time | Average time a callback remained pending when Automatic Callback was used. | Shown as a duration. |
| Calls handled by AI Voice Agent | Calls handled by the AI Voice Agent when agents were unavailable or before a transfer. | Subtitle shows share compared to Unanswered inbound calls. |
| Avg time with AI Voice Agent | Average time callers spent interacting with the AI Voice Agent. | Applies only when the AI Voice Agent engaged with the caller. |
Note: For metrics that apply to unanswered calls, the Unanswered call reason filter limits those metrics to the selected reasons. Totals for inbound calls continue to reflect all inbound calls.
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.
Navigating the Unanswered Calls+ Dashboard
Overview
On this dashboard, you can assess your unanswered calls at a glance with the key KPIs listed at the top of the page. It enables you to identify:
- When you have the most unanswered calls
- The main reasons for unanswered calls
- How the AI voice agent reduces the impact of missed calls by handling interactions that would otherwise go unanswered
Learn when you have unanswered calls
Identify when your unanswered calls occur most frequently and how the rate changes over time.
| Chart | Description |
|---|---|
| Unanswered calls by weekday/hour | Total unanswered inbound calls for the selected period, split by weekday and time of day. |
| Unanswered calls evolution | Trend of the percentage of unanswered inbound calls compared with total inbound calls. |
For more details see our article Missed, Unanswered, & Abandoned Call Classifications
Learn why you have unanswered calls
Understand the main reasons behind missed calls and how these evolve over time.
| Chart | Description |
|---|---|
| Unanswered calls by reason | Breakdown of unanswered calls by reason (for example, not answered by agents, all agents unavailable, abandoned on IVR, abandoned before 10 seconds, or outside business hours). See Missed, Unanswered, & Abandoned Call Classifications for full definitions. |
| Total inbound calls evolution | Trend of answered and unanswered inbound calls over time, with the unanswered portion split by reason. See the classification article above for details. |
Important: For information about general Analytics+ behavior, including refresh rates and live views, see Further Troubleshooting Analytics+ & Monitoring in the Dashboard. This dashboard is not a real-time view.
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