Analytics+: Inbound+ dashboard

The Inbound+ dashboard helps you monitor and optimize inbound performance for support and sales teams. Use it to reduce unanswered and abandoned calls, improve wait times, and plan staffing by understanding overall inbound traffic and activity by number, tag, or IVR branch.

Note: If your priority is user productivity and individual performance, use the User Activity dashboard.
For deeper analysis of unanswered calls, see the Unanswered Calls 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.

Who can access it

The Inbound+ 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

• Support leaders: Track unanswered calls, waiting times, and repeat calls to drive training or staffing changes that improve customer satisfaction.
• Inbound sales leaders: Minimize missed opportunities by reducing abandonment from long wait times.
• Everyone: Optimize staffing and planning by analyzing overall inbound traffic, and performance by numbers and tags.

Overview of sections in this dashboard

• Overview: At‑a‑glance inbound volume and performance. See answered vs unanswered, and whether waiting times meet your SLA.
• Learn when you receive the most calls: Identify your busiest weekdays and hours, and how volume trends over time.
• Learn how long your customers are on the phone with you: Understand time in IVR, time to answer, and in‑call time to fine‑tune IVR and routing or callback/voicemail.
• Learn more about your repeat calls: Measure unique callers and answered calls per caller to identify repeat‑contact patterns.
• Adapt to your customers' top areas of interest: Break down performance by numbers, tags, and IVR branches to plan staffing and improvements.

Terms used in this dashboard

Key terms used throughout this dashboard include:

• Call
• Inbound call
• Answered inbound call
• Unanswered inbound call
• Inbound (calls) within SLA
• Inbound (calls) breaching SLA
• Unique caller

For definitions of key terms used in this dashboard, refer to the article Analytics: Terms.

General tips

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).

Note: By default, calls with no tags or with any tags are included in the data shown.

The following filters apply only to certain sections, charts, and KPIs:

How to use the Exclude from SLA filter

Steps:

1. Open the Exclude from SLA filter.
2. Choose is not as the condition.
3. Select all unanswered call reasons you want to exclude from the SLA calculation.

Key performance indicators (KPIs) in this dashboard

All filters apply unless noted on a metric’s tooltip.

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 Inbound+ Dashboard

Overview

Top KPIs provide a quick situational assessment: how many inbound calls were received, how many were answered vs unanswered, and whether Time to Answer and waiting times aligned with your SLA (excluding time in the welcome message, IVR, and with the AI Voice Agent).

For a deeper dive, the Overview table consolidates all metrics for exploration or drill down to the underlying calls. You can also export data to build your own metrics.

Learn when you receive the most calls

Understand which times of the week are busiest and how volume evolves over time. Use this to refine staffing and training.

You can: Identify the busiest time slots of the week by weekday and hour and track trends for Total inbound calls, Answered inbound calls, and % Answered inbound calls.

• Busiest time of the week: A heatmap shows total inbound calls per hour and per weekday, so you can compare demand against schedules and priorities.
• Inbound calls over time: Track the evolution of inbound calls received and answered, and observe related trends.

Learn how long your customers are on the phone with you

Monitor how long customers spend waiting and talking with your team, then fine‑tune IVR, call distribution, or callback/voicemail accordingly.

• Average call time

  Assess how customer time in answered calls is distributed across: Time spent in an IVR menu, Time spent waiting for pickup (time to answer) and Time spent connected (in‑call time)

  This helps you see if customers spend too much time in IVR navigation or waiting, compared to speaking with an agent.

• Distribution of time to answer

  This chart shows how time to answer is distributed across time segments, for answered inbound calls.

  It helps determine whether high averages come from a few very long waits or from many calls with extended waits. You can drill down on the longest waits.

• Distribution of in‑call time

  This chart shows how in‑call time is distributed across time segments for answered calls.

  It helps determine whether long durations are due to a few lengthy conversations or a general efficiency pattern. You can drill down on the longest calls.

• Evolution of time to answer and SLA

  Track changes in time to answer and % Inbound within SLA over time. Use this to validate improvements or investigate events that impact SLA.

Learn more about your repeat calls

Track how often customers feel the need to call again so you can adjust staffing or training. High repeat calls can indicate that customers are not effectively supported on first contact.

This section provides:

• The number of unique callers during the defined period (i.e. how many unique phone numbers are calling in)

• The average number of answered calls per caller (see details below)

• How these two KPIs evolve over time

Note: You can drill down on the Unique callers KPI to see each caller's total inbound calls and their answered vs unanswered split. It is not possible to drill down into Answered calls per caller.

How unique callers differ across elements:

The Unique callers standalone KPI on the left does not match the values shown on the Evolution of unique callers timeline. They use different time references: The standalone KPI uses the Date filter period and the timeline bars use the Date breakdown period.

The Unique callers total shows the number of unique callers in the period defined by the Date filter, for example Last 14 days.

Each bar on the chart Evolution of unique callers timeline shows the number of unique callers for each period defined by the Date breakdown filter, for example per day.

Adapt to your customers' top areas of interest

Learn which numbers customers are calling, what topics they raise, and how experience varies by number or topic. Identify the busiest areas and the biggest opportunities for improvement.

Tip: Use a coherent tagging strategy to make insights from tag‑based tables more actionable. Consider filtering by tag categories, such as call outcomes (for example, customer query resolved, follow‑up booked) or topics raised (for example, product fault).

• Inbound metrics per tag: All metrics are grouped by the tag assigned to the inbound call. If a call has multiple tags, it is counted once for each tag.

• Inbound metrics per entry and final number: All metrics are grouped by the entry and destination phone number receiving the inbound call.

  The final number table can include both Aircall phone lines, which display a number with its name, and external phone numbers, which show only the phone number with no associated name if calls were routed to external numbers.

Note: Destination number (To) is the specific phone number receiving the inbound call. Line is the name of that number in Aircall.

• Distribution per IVR branch: All metrics are grouped by the last IVR branch chosen by the caller before the call was answered or unanswered. Name your IVR branches in Smartflows to see meaningful labels in this table.

Important: If a call is routed from one Aircall number to another, either directly or via IVR, it is linked only to the last Aircall number it was transferred or routed to, also called the last participant.