The drill down feature in Analytics+ allows you to explore detailed information behind each metric across calls, user events, network diagnostics, and messaging (SMS and WhatsApp). It provides visibility into the specific records that compose a metric, helping you identify patterns, troubleshoot issues, and better understand user or system behavior.
This article compiles all drill down fields across the following categories for easier reference and navigation:
Note: If you are a Supervisor with access limited to specific teams or numbers, data visibility in drill downs will also be restricted.
User details, team names, and recording links are hidden in drill downs for metrics filtered only by numbers.
This measure helps protect sensitive information.
Please visit our article Understanding permissions in Analytics for more details on permissions.
To know more about general metrics and attributes used in Aircall's dashboards, please visit our articles:
Calls
The Calls drill down lists detailed attributes for every inbound and outbound call, including timing, participants, classifications, and outcomes.
| Drill down field name | Description / Notes |
|---|---|
Top fields | |
| Call ID (UUID) | Unique identifier for the call in UUID format. |
| Datetime (UTC) | The date and time the call was logged, displayed in Coordinated Universal Time. |
| Call timeline | Detailed timeline of the call, including each phase. |
| Started at | Timestamp indicating when the call began. |
| Number timezone | The timezone associated with the Aircall number used. |
| Aircall number | The Aircall number from which the call originated or was received. |
| IVR widget | Identifies the IVR widget that handled the call. |
| IVR branch | The specific IVR path or branch followed during the call. |
| Customer number | The phone number of the external contact or customer. |
| User | The Aircall user involved in the call. |
| Call direction - Type | Specifies whether the call was inbound or outbound and its type. |
| Unanswered call reason | Reason why an inbound call was not answered. |
| Had a subsequent call | Indicates whether another call occurred soon after with the same contact. |
| User on subsequent call | Which user handled the subsequent call. |
| Tags | Any tags applied to the call. |
| Comments | Internal comments associated with the call. |
| Play recording/voicemail | Link to play the call recording or voicemail (if available). |
| Total call time | Full duration from call initiation to disconnection. |
| In call time | Duration of the actual conversation once connected. |
| Waiting time | Time elapsed before the call was answered or disconnected. |
| Time in IVR | Time spent in IVR or Smartflow before routing. |
| Time to answer | Time taken for the call to be answered by a user. |
| Country code | Country code of the customer number. |
| Team | Team assigned to the user who handled the call. |
| Call quality | Rating or status indicating call quality. |
Time stamps | |
| Answered at | When the call was answered. |
| Ended at | When the call ended. |
Caller / recipient / line | |
| Line | The specific line associated with the call. |
| From | Originating phone number of the call. |
| To | Destination phone number of the call. |
Classification (type and outcome) | |
| Call direction | Indicates if the call was inbound or outbound. |
| Call type | Call category (for example, standard, internal, transfer). |
| Answered | Whether the call was answered. |
| Disconnected by | Who disconnected the call (user or contact). |
Call information / metadata | |
| Voicemail | Whether the call resulted in a voicemail. |
| Recording | Whether a recording is available for playback or download. |
ID | |
| Call ID (internal) | Internal Aircall identifier for system reference. |
User events
The User events drill down lets you analyze user-level call interactions, such as ringing attempts, picked-up calls, or missed calls. This view helps you understand user availability, response behavior, and reasons for missed calls.
| Field name | Description |
|---|---|
| Event | Type of user event. Possible events include Ringing for a ringing attempt. |
| Outcome | Result of the event: Picked up or Not picked up. |
| Outcome reason | Explains why the event had that outcome (for example, why a user did not pick up). See Not picked-up reasons below. |
| Date time (UTC) | Timestamp when the event occurred, in UTC. |
| Date time (Selected Timezone) | Same timestamp, displayed in the timezone selected in filters. |
| Call timeline | See field of the same name in the Calls drill down. |
| Call ID (UUID) | Unique call identifier. |
| Call ID (Internal) | Internal Aircall ID. |
| Answered | Whether the call was answered. |
| Unanswered call reason | Why an inbound call was not answered. |
| Had a subsequent call | Whether another connected call occurred within 24 hours with the same customer. |
| Aircall number | Line associated with the event. |
| Customer number | External contact’s phone number. |
| Tags | Tags applied to the associated call. |
| Comments | Internal notes for the associated call. |
| Voicemail | Indicates if a voicemail was left. |
Not picked-up reasons
| Reason code | Description |
|---|---|
| agent_declined | The agent declined the call. |
| agent_already_in_call | The agent was already in a call when Aircall tried to dispatch this one. |
| timed_out | The agent did not answer within the ringing period. |
| caller_hung_up | The caller hung up before the agent answered. |
| another_agent_answered | Another agent answered the call. |
| agent_became_unavailable | The agent became unavailable when the call was dispatched (for example, by closing the app). |
Network Diagnostics+
The Network Diagnostics+ drill down displays technical call quality indicators for troubleshooting and performance analysis.
| Field name | Description |
|---|---|
| Call ID (UUID) | Unique identifier for the call. |
| Started at | Timestamp for when the call started. |
| User | Aircall user associated with the session. |
| Media region | The media region (data center) that handled the call audio. |
| External media IP | The external IP address of the media stream endpoint. |
| APP Jitter Avg | Average variation in packet arrival time, measured in milliseconds. |
| APP MOS Avg | Mean Opinion Score (MOS) representing perceived audio quality. |
| APP Packet Loss % | Percentage of audio packets lost during transmission. |
| APP RTT Avg | Average round-trip time for packets between device and server. |
| APP Flags Summary | Summary of flags highlighting potential network or device issues detected during the call. |
SMS and WhatsApp
The SMS and WhatsApp drill down provides insights into text-based communication activity, including SMS, MMS, and WhatsApp messages.
| Field name | Description |
|---|---|
| Event | Type of message event. Possible values: • outbound_message_sent – message sent by your company • inbound_message_received – message received from a customer |
| Date time (Selected Timezone) | Date and time of the event, in the timezone selected in filters. |
| Aircall number | Name and number of the Aircall line used, for example: Customer_Support (+32 89 68 10 12). |
| Country code | Country code of the Aircall number. |
| Customer number | Customer’s external phone number. |
| Is MMS | Indicates whether the message is an MMS (Yes / No). |
| Segments | Number of segments in the SMS (not applicable to MMS). |
| Channel | Message type, such as SMS, MMS, or WhatsApp (available only for WhatsApp messages). |
| Customer number country code | ISO country code (ISO 3166-1 alpha-2) of the customer’s number (WhatsApp only). |
| Template category | Category of WhatsApp template used. Possible values: • AUTHENTICATION • MARKETING • UTILITY Empty for inbound WhatsApp messages or SMS/MMS. |
| WhatsApp message type | Pricing category for WhatsApp messages. Possible values: • regular • free_entry_point • free_customer_service Applicable only to outbound WhatsApp messages. |
| User | Aircall user or agent who sent the message (available for outbound messages only). |
By using the drill down feature across these modules, you can move from high-level analytics to granular insights, making it easier to understand your call performance, user actions, network stability, and messaging activity, all within the Analytics+ environment.
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