This article describes the Top KPIs on the Live Monitoring dashboard. You will find definitions for each metric, how filters affect them, and how to drill down for deeper insight.
Note: For more information about key terms, call attributes and metrics, refer to the following articles:
• Analytics: Terms
• Analytics: Metrics
• Analytics: Call attributes
Using and interacting with Top KPIs
With the top KPIs, you can assess the overall situation at a glance with metrics such as total calls, unanswered calls, calls waiting, and users by status.
Get more details on a KPI
Clicking a KPI lets you explore the data behind it.
Steps:
Go to the Calls tab.
Click a KPI, for example Calls waiting, to see matching calls.
Click the KPI again or clear the Calls filter to return to the full list.
Tooltips
Hover over any KPI to see a brief explanation of the metric.
Show or hide KPIs
Use the toggle at the top of the dashboard to show or hide the Top KPIs section based on your needs.
SLA settings
Configure how your SLA is calculated and displayed by clicking on the configuration button on the top-right corner of the SLA block.
SLA, time to answer: Set the maximum time to answer that serves as the benchmark for your SLA metric.
SLA, included calls: Choose which unanswered call reasons are considered in SLA.
SLA, color coded thresholds (Live Monitoring+ only): Set custom thresholds for green, orange, and red to flag SLA issues at a glance.
Unanswered calls to include
Choose which calls you consider unanswered by clicking on the configuration button on the top-right corner of the Unansered block. This selection directly impacts the Unanswered and Unanswered % KPIs.
KPIs are disabled when a filter does not apply
Some KPIs cannot be filtered by certain dimensions. For example, Calls waiting cannot be filtered by User. When a filter is not applicable, the KPI is shown as disabled.
Important: By default, the Users, Numbers, and Teams filters apply to KPIs. If a filter does not apply to a specific KPI, this is noted in the More details column below.
Note: For more information about filters, see our article Live Monitoring: Filters and Settings.
Learn more about each Top KPI
| Category | KPI | Description | More details |
|---|---|---|---|
| Ensure you meet your service level goals | SLA | Percentage of inbound calls answered within SLA versus total inbound calls received. Calls received outside business hours are excluded by default. |
|
| Track and forecast your call activity | Total calls | Total number of calls made or received. |
|
| Outbound | Number of outbound calls made by an Aircall user to an external recipient, whether connected or not. |
| |
| Inbound | Number of inbound calls received by your Aircall numbers. |
| |
| Answered | Number of inbound calls connected to a user. |
| |
| Unanswered | Number of inbound calls not connected to a user. |
| |
| Unanswered % | Percentage of inbound calls that were unanswered versus total inbound calls. |
| |
| % of unanswered calls handled by the AI Voice Agent | Percentage of unanswered calls that were handled by an AI voice agent. |
| |
| Calls waiting and waiting time | Calls waiting | Inbound calls currently waiting to be picked up (in queue or ringing). Excludes IVR or welcome message. |
|
| Longest waiting | Longest time a currently waiting caller has been waiting. Excludes IVR or welcome message. |
| |
| Time to answer (avg) | Average time inbound callers wait before a user answers. Excludes IVR or welcome message. |
| |
| Track users status | Available users | Number of users whose status is Available. |
|
| User status | Distribution of users by status. |
|
KPIs with drill down
Most KPIs support a click action to open a focused view or panel.
On Live Monitoring+, Clicking on a user displays all ongoing and completed calls associated with that user. Clicking on a number shows all calls attributed to that specific phone number.
| KPI | What happens on click | Equivalent calls filter action |
|---|---|---|
| Total calls | Shows all calls matching top filters (Users, Numbers, Teams).* | Resets Calls filter to include all types |
| Outbound | Shows all outbound calls matching top filters.* | Selects Outbound connected and Outbound not connected |
| Inbound | Shows all inbound calls matching top filters.* | Selects Inbound answered and Inbound unanswered |
| Answered | Shows all answered inbound calls matching top filters.* | Selects Inbound answered |
| Unanswered | Shows all unanswered inbound calls matching top filters.* | Selects Inbound unanswered |
| Calls waiting | Lists all waiting inbound calls matching top filters.* | Selects Ongoing, In queue, or Ringing |
| Longest waiting | Opens a panel with details on the longest waiting call | Not applicable |
| Available users | Opens a live panel listing users in each status | Not applicable |
| User status | Opens a live panel listing users by status with time in status | Not applicable |
Note: * Drill down from KPIs applies when you are on the Calls tab. Clicking the KPI a second time resets the Calls filter so the list shows all calls matching the top filters (Users, Numbers, Teams).
Longest waiting time panel
This panel provides more details on the call with the longest waiting time so you can prioritize pickup and prevent SLA breaches. For information on call fields visible in this panel, see the article Live Monitoring: Calls tab.
User in each status panel
This panel displays users in each status and how long they have been in that status. Use it to verify schedule adherence, spot outliers, and identify users who could assist busy lines during peak times.
The list remains visible except on the smallest screen sizes. You can close it; the top KPI will still display the totals. Click the User status KPI to reopen the panel.
To preserve your configuration, bookmark the page URL or use Save and Restore.
Additional information
Some KPIs do not support certain filters. When a filter does not apply, the KPI is disabled.
Metrics refresh automatically, though the refresh rate can vary by metric. For more information about refresh frequency, please refer to the article Further Troubleshooting Analytics+ & Monitoring in the Dashboard.
Adjust SLA and Unanswered settings so KPIs reflect your operational policies.
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