Analytics: Applying filters

Filters in Aircall Analytics dashboards help you focus on specific calls, users, or time periods. You can combine multiple filters (for example, Date + Users + Tags) to answer precise business questions.

Not every dashboard includes all filters. The filter bar and All filters menu display which ones are available in the dashboard you are viewing.

Please note that the content and effect of the filter also depends on your permissions, learn more on permissions in our article Understanding permissions in Analytics 

How filters work

Changing filters and updating data

1. Adjust one or more filters from the top of the dashboard.

2. Click on All filters to open the side panel with all the available fields.

3. Click Apply to refresh data with your new selections.

Resetting filters to default

Steps:

1. Click Reset on the right-side of the screen.

2. All filters on the current dashboard revert to their default values (for example, Date = Today, Timezone = UTC).

Saving filter values

Your selected filters are automatically saved for that specific dashboard, and reapplied the next time you visit, even without creating a saved filter. This happens automatically in the background.

For filter combinations you use regularly, or want to switch between, save them as named filters instead of relying on this automatic behavior. For details on how to configure preset filters, please see Saving and reusing filter sets below.

Why filters might reset

Saved filters can reset if:

• You clear your browser cache or use tools that delete local storage.

• Aircall updates or changes filters so older values become incompatible.

If this happens, reapply your filters manually.

Preset filters aren't affected by this, they're stored on Aircall's servers, not in your browser, so clearing your cache or switching devices won't remove them.

Preset filters: Saving and reusing filter sets

If you regularly apply the same combination of filters, or switch between a few different views (for example, different teams, regions, or numbers), save each combination as a named filter set. Unlike the automatic saving described above, a saved filter set has its own name, stays available across devices, and doesn't get overwritten when you apply different filters.

Steps:

1. Apply the filters you want to save.
2. Click Save filter button.
3. Give it a name (up to 50 characters) and confirm.

Your saved filter now appears in the Select a preset dropdown for that dashboard. Click it any time to apply that full filter combination in one click.

Note: Names must be unique among your own saved filters for that dashboard. You can't give two of your own saved filters the same name on the same page.

Important: Each dashboard allows up to 3 saved filters per user. On the Overview and Overview+ dashboards, this limit applies per tab instead of per dashboard. If you try to save another filter set after reaching the limit, you'll see an error, delete or overwrite an existing one to make room.

Which filters load when you open a dashboard

• If you've marked one saved filter as your default for that page, it's applied automatically.
• Otherwise, the filters you used most recently on that page are applied.
• The first time you visit a page, before you've saved or applied anything, neither applies, the dashboard's normal default filters are used instead.

Managing your saved filters

• Apply: click a saved filter in the filter bar dropdown.
• Set as default: open the three dots menu (⋮) on a saved filter and choose Set as default. It's applied automatically the next time you open that dashboard. Setting a new default replaces the previous one, only one default is allowed per page.
• Update: apply a saved filter, change the filters, then click Save changes to update that same filter set, or Save as new to create a separate one instead.
• Rename or delete: open the three dots menu (⋮) on a saved filter to rename or delete it.

Sharing a saved filter

Open the kebab menu (⋮) on a saved filter and click Copy link to get a URL with that filter combination built in. A confirmation message appears once it's copied. Anyone with the link and access to the dashboard sees the same view. This doesn't automatically save the filter set on their side, they'd need to save it themselves if they want to reuse it later.

Bookmarking the dashboard URL still works as before, but a saved filter set is easier to find, name, and reuse, and it won't stop working if you clear your browser cache.

Available filters overview

Here's a list of the most common filters in the Analytics dashboards. You can find the filters available on each dashboard on each dashboard article, available in the Analytics section of our Help Center.

Details about available filters

Date

Controls the time period used for all metrics and charts. Includes calls or user events that occurred or started within the selected range, using the chosen timezone. You can select a custom date range or use presets.

Preset options:

• Today:  the current day (updates automatically each day).

• This week: Monday to Sunday of the current week.

• Last week: Monday to Sunday of the previous week.

• This month: the current calendar month.

• Last month: the previous calendar month.

• This year: 1 January to 31 December of the current year.

Note:
• Default preset: Today
• Only Analytics+ dashboards provide access to more than six months of data.

Selecting a single day:
Open the Date filter, then click the same date twice to set it as both the start and end date.

Date Breakdown

Controls the granularity of time-based charts:

• Hourly

• Daily

• Monthly

Default: Daily

SLA (in seconds)

Sets the Service Level Agreement (SLA) value in seconds for inbound calls.
Use this filter to measure the number of calls answered within your SLA threshold.

Note: The default SLA value is 30 seconds.

(Business) Hours

Filters calls by the hour they were created, not by your line’s opening hours.

You can:

• Choose a time range such as 09:00 to 18:00

• Select the range behaviour:

  • Inclusive

  • Exclusive

  • Left exclusive

Additional options:

• is any value: include all calls

• is between: show calls in the range

• is not between: show calls outside the range

Users

Shows activity for one or more specific users. When you apply this filter, missed calls are removed from affected graphs because they are not tied to a single user.

Deleted users appear as [Deleted] if they were active during the selected period.

Users belonging to team

Shows calls or events associated with users who were part of the selected team at the time of the call or event.

Behaviour:

• Unanswered inbound calls are removed.

• Deleted teams appear as [Deleted] if they had activity during the selected period.

• Data is available from 29 June 2024 onward.

Example:
A call made by Louise on Monday appears when filtering by Team A, even if she leaves the team later that week.

Call type

Available options may vary by dashboard but can include: Inbound, Outbound, Missed, Voicemail.

Call routed to team

Shows inbound calls routed to a selected team.

Outbound calls and inbound calls that did not pass through a team are excluded.

Deleted teams appear as [Deleted] if they had activity during the selected period.

Examples:

• A call routed to Team B appears under Call routed to team = Team B, even if answered by a user from another team.

• Direct calls to a user do not appear under any team filter.

Lines / Numbers

Filters data by the phone number line associated with a call. The line shown is the last one used during the call.

Deleted lines appear as [Deleted] when applicable.

IVR Branch

Filters calls by the last IVR branch the caller selected before the call was answered or missed.

• Uses the branch name at the time of the call

• Combines results for branches that share a name

• Special characters may be removed in the filter label

Note: Due to technical constraints, any special characters (such as ,%_"-) contained in the IVR Branch name will be removed from the filter.

Tags

Filters calls by applied tags.
By default, all tags (and untagged calls) are included.

Deleted tags appear as [Deleted] when used in the selected period.

Missed Reasons

Filters calls by the reason the call was missed.

Applying this filter removes:

• All outbound calls

• All answered inbound calls

By default, no missed reason is selected.

Timezone

Defines the timezone used for the Date range and any time-based filters, such as (Business) Hours.

By default, the timezone is UTC.

Important: If you use (Business) Hours in your local working hours but keep the timezone set to UTC, results may not align as expected. Always match the timezone with the hours you want to analyse.

Voicemail

Filters inbound calls based on voicemail presence:

• Yes: only calls with voicemail.

• No: only calls without voicemail.

• Yes + No: all inbound calls.

With AI Voice Agent

Filters calls by whether an AI Voice Agent participated:

• Show only calls with AI Voice Agent.

• Show only calls without AI Voice Agent.

• Include both.

Note: For more information about key terms, call attributes and metrics, refer to the following articles:
• Analytics: Terms
• Analytics: Metrics
• Analytics: Call attributes