The Unanswered Calls dashboard helps you track how many calls are going unanswered and why, so you can take corrective action to minimize missed opportunities and improve customer satisfaction. Armed with the insights provided, you can make informed operational decisions, such as adjusting schedules, coaching agents, optimizing IVR flows, or expanding AI usage.
Important: The Unanswered Calls+ dashboard (available with the Analytics+ add-on) includes additional metrics and visualizations, such as an interactive heatmap to pinpoint peak unanswered call times and drill down into each timeslot. Learn more about in our article Analytics+: Unanswered Calls+ dashboard
Who can access it
The Unansweered Calls dashboard is available to:
Admins and Supervisors only.
Professional plan customers.
The data shown may be restricted based on your number and team permissions. Please visit our article Understanding permissions in Analytics for more details.
What you can do with this dashboard
With this dashboard, you can identify:
When most calls are left unanswered (by day, time, or over time).
Why calls are missed (for example, no agents available or agents not picking up).
How the AI voice agent helps reduce missed calls by handling customers when human agents are unavailable.
Using this dashboard, you can:
Monitor unanswered call trends and detect service bottlenecks.
Understand the reasons behind missed calls (e.g., agent unavailability or customer abandonment).
Evaluate the impact of AI voice agent on reducing missed calls.
Identify specific time periods where service improvements are needed.
Take proactive steps to maintain or improve your response rate.
Important: This dashboard is not real-time. To view user activity in real time, use the Live Monitoring dashboard.
Overview of sections in this dashboard
- Monitor trend over time: See how many calls are unanswered and track how this rate evolves over time. Identify patterns in missed call volumes and percentages.
- Learn why you have unanswered calls: Analyze the main reasons for unanswered calls (agents unavailable, not picking up, or customers abandoning calls). Use this data to target improvements.
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 |
| 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. |
| Use filters strategically | Combine filters to narrow down results and focus on specific users, timeframes, or reasons. |
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). |
| 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. |
Navigating the Unanswered Calls dashboard
Monitor trend over time
This section provides an overview of your unanswered call trends, helping you understand the scale and progression of missed calls.
You can answer questions such as:
How many inbound calls were unanswered?
What percentage of all inbound calls were unanswered?
How has this rate evolved over time?
| Metric/Chart | Description |
|---|---|
| Unanswered inbound calls |
|
| Unanswered calls handled by AI voice agent |
|
| Unanswered calls evolution | A timeline view showing how the percentage of unanswered calls changes compared to total inbound calls. |
Note: Each unanswered call metric applies the unanswered call reason filters you’ve selected.
Learn why you have unanswered calls
This section helps you pinpoint why calls are going unanswered and how these reasons evolve over time.
Use it to understand whether missed calls result from:
No agents being available
Agents not picking up
Callers abandoning calls before an answer
| Metric/Chart | Description |
|---|---|
| Unanswered calls by reason | Displays unanswered calls split by the specific reason. See Missed, Unanswered, and Abandoned Call Classifications for more details. |
| Total inbound calls evolution | Shows how answered and unanswered inbound calls evolve over time, with unanswered calls further broken down by reason. See the classification article above for details. |
By combining these insights, you can identify service gaps, refine call routing strategies, and strengthen your overall responsiveness to incoming calls.
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