Analytics tracks how long individual Aircall users (agents) spend in each status, such as In Call, On a break, or Available. This helps identify how users spend their time and where productivity can be optimized.
Note: For more information about key terms and metrics, refer to the following articles:
• Analytics: Terms
• Analytics: Metrics
Understanding user statuses
Categorisation of user statuses
User statuses are grouped into broad categories that allow both a high-level and detailed view of user activity.
For example, the Available category includes both Available (desktop) and Available (mobile) statuses.
One status at a time
A user can only hold one status at any given time.
For instance, if a user is available on both the Aircall desktop app and the mobile app, their status will display as Available (mobile).
Status transitions
When this article mentions a user “changing status,” this can occur:
- Manually (by the user)
- Automatically (through another user or an automation such as Business Hours or the API)
Ringing time
Ringing time is currently not tracked in Aircall Analytics.
User status reference table
The table below lists all available Aircall user statuses, their categories, definitions, and related notes.
Available
| Status name | Status category | Definition | Note |
|---|---|---|---|
Available (desktop)[available]
| Available | The user is available to receive calls on Aircall Workspace for desktop. They are not offline, busy (ringing, in call, or in after call work), or marked as not available (e.g., do not disturb or out to lunch). | If the user is also available on mobile, their status will appear as Available (mobile). |
Available (mobile)[on_mobile]
| Available | The user is available to receive calls on the Aircall Workspace mobile app, or there is a redirection to their mobile. | If the user is also available on desktop, their status will remain Available (mobile). |
Busy
| Status name | Status category | Definition | Note |
|---|---|---|---|
In Call[in_call]
| Busy | The user is currently on a call and cannot receive a new call. | — |
Ringing[ringing]
| Not available | The user is receiving an incoming call notification (ringing attempt) on the desktop or mobile app. | Ringing time is not currently measured. |
After Call Work[after_call_work]
| Not available | The user is completing follow-up tasks after a call, such as adding notes or tags, or performing mandatory tagging. The user cannot receive new calls until this activity is complete. | — |
Not available
| Status name | Status category | Definition | Note |
|---|---|---|---|
In training[in_training]
| Not available | The user has set their status to not available because they are in training. | — |
Back office[doing_back_office]
| Not available | The user has set their status to not available because they are performing administrative or back-office tasks. | — |
On a break[on_a_break]
| Not available | The user has set their status to not available because they are on a break. | — |
Out for lunch[out_for_lunch]
| Not available | The user has set their status to not available because they are taking a lunch break. | — |
Other[other]
| Not available | The user has set their status to not available for another, unspecified reason. | — |
Do not disturb[do_not_disturb]
| Not available | The user has set their status to not available while still within working hours, without selecting another Not available status (e.g. on a break, back office, in training) and while not being busy (e.g., in call, ringing, or in after call work). | If a user has a scheduled status (Availability schedule) that places them in Unavailable during certain time slots, no sub-status is shown in the dashboards. In Analytics and Live Monitoring dashboards, that scheduled Unavailable time is reported as Do Not Disturb. |
Disconnected
| Status name | Status category | Definition | Note |
|---|---|---|---|
Offline[offline]
| Offline | The user is not connected to Aircall on any app (desktop or mobile). This may occur if they are logged out, the app is closed, their computer is shut down, or they have no internet connection. | — |
User status categories
| Status | Definition |
|---|---|
| Available | The user is available to receive or make new calls. |
| Busy | The user is currently in a call or completing after call work. |
| (Online) Not available | The user is connected to Aircall but not available to receive or make calls for any reason. |
| Offline | The user is not connected to the Aircall Workspace mobile app on desktop or mobile. |
Aircall Status
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