Aircall Help Center | Live Monitoring: FAQ

This FAQ addresses common questions and troubleshooting tips related to the Live Monitoring dashboard. It explains why your metrics or lists might not match your expectations and how to interpret specific KPIs and user data correctly.

These guidelines should help you interpret your KPIs and lists more accurately across the Live Monitoring dashboard. For further details, see:

KPI discrepancies

The number of calls displayed in KPIs doesn’t match the calls I see

If the Top KPIs (such as Total calls, Outbound, Inbound, Answered, or Unanswered) don’t align with what appears in your call list, review the following points.

Only ended calls are counted

KPIs include only ended calls, not ongoing ones.

Tip: Compare Top KPIs only against ended calls.
Use the Call outcome filter to exclude ongoing calls for a more accurate comparison.

KPIs refresh every 20 seconds

Top KPIs update every 20 seconds, while the call list refreshes more frequently.

Note: For detailed information about refresh rates, refer to our article Date range and Data freshness.

The Unanswered KPI is not filtered by users or teams

When you apply a User or Team filter, the Unanswered KPI remains unchanged because unanswered calls are not assigned to any user.

When this occurs, the KPI will appear greyed out with a disclaimer reminder.

Calls routed to external numbers

When calls are routed to external numbers, the total number of answered calls may exceed the sum of calls answered by individual users.

Example:

On the Support Line, Louis answered 3 calls, Mary answered 2, and an external number (Spanish Support Line) answered 10 calls.
The total for Support Line will show 15 answered calls.
In the Users tab, you will see one line for Louis (3 calls) and one for Mary (2 calls).
Calls answered by the external number are included in the total but do not appear under individual users.

Understanding picked-up vs. answered calls

On the Users tab, Answered inbound and Picked-up metrics may seem similar but are not equivalent.

Important: In transferred calls, an answered call is credited only to the last participant, whereas a picked-up call is credited to every user who participated in the inbound call.

Scenario	Answered call credited to	Picked-up recorded for
Inbound call rings to Users A and B; B answers	User B	User A (not picked up), User B (picked up)
Sequential ringing: A doesn’t answer, B answers	User B	User A (not picked up), User B (picked up)
Transferred call: A answers, then transfers to B	User B	User A (picked up), User B (picked up)

Missing or unexpected users

If you don’t see a user you expect (or you see users you didn’t expect) in the Users tab, several factors may explain this:

1. Transfer behavior

If Mary answers a call and transfers it to Louise, the answered call is attributed to Louise only.
To view all calls Mary participated in, check her Picked-up metric instead.

2. User status or permissions

You may not see a user because:

The user is deleted or not confirmed.
The user does not have an agent role.

3. Filters applied

Verify your Users, Teams, and Numbers filters:

Ensure you haven’t filtered out the user or their team.
Confirm that you haven’t filtered by a number for which the user has no activity or is not part of its distribution.

REMINDER:
A maximum of 200 users can be displayed. 
If you reach this limit, a note will appear. Scroll down to see the complete list.

4. Focus on inbound calls setting

If the dashboard is set to Focus on inbound calls, the user list will show only:

Users who belong to the inbound distribution of the selected numbers, or
Users who have had activity on those numbers during the selected period.

To include all users, switch to Consider all users in your dashboard settings.
Learn more in Live Monitoring: Focus on Inbound setting .

Missing or unexpected numbers

If you can’t find a number (or see extra ones), review your filters and settings carefully.

1. Check the Focus on inbound calls setting

Numbers may be filtered out if the setting restricts the dashboard to inbound distributions only.

2. Confirm filter scope

Ensure your Users, Teams, or Numbers filters are not excluding relevant data.

3. Display limit

Note: The system displays a maximum of 200 numbers.
If this limit is reached, a notification appears. Scroll down to view the complete list.

4. Filter search limitations

The Numbers filter lists only the first 50 results. Use the search box to find and select numbers not displayed. The same rule applies to the Users and Teams filters.

These guidelines should help you interpret your KPIs and lists more accurately across the Live Monitoring dashboard. For further details, see:

KPI discrepancies

The number of calls displayed in KPIs doesn’t match the calls I see

If the Top KPIs (such as Total calls, Outbound, Inbound, Answered, or Unanswered) don’t align with what appears in your call list, review the following points.

Only ended calls are counted

KPIs include only ended calls, not ongoing ones.

Tip: Compare Top KPIs only against ended calls.
Use the Call outcome filter to exclude ongoing calls for a more accurate comparison.

KPIs refresh every 20 seconds

Top KPIs update every 20 seconds, while the call list refreshes more frequently.

Note: For detailed information about refresh rates, refer to our article Date range and Data freshness.

The Unanswered KPI is not filtered by users or teams

When you apply a User or Team filter, the Unanswered KPI remains unchanged because unanswered calls are not assigned to any user.

When this occurs, the KPI will appear greyed out with a disclaimer reminder.

Calls routed to external numbers

When calls are routed to external numbers, the total number of answered calls may exceed the sum of calls answered by individual users.

Example:

On the Support Line, Louis answered 3 calls, Mary answered 2, and an external number (Spanish Support Line) answered 10 calls.
The total for Support Line will show 15 answered calls.
In the Users tab, you will see one line for Louis (3 calls) and one for Mary (2 calls).
Calls answered by the external number are included in the total but do not appear under individual users.

Understanding picked-up vs. answered calls

On the Users tab, Answered inbound and Picked-up metrics may seem similar but are not equivalent.

Important: In transferred calls, an answered call is credited only to the last participant, whereas a picked-up call is credited to every user who participated in the inbound call.

Scenario	Answered call credited to	Picked-up recorded for
Inbound call rings to Users A and B; B answers	User B	User A (not picked up), User B (picked up)
Sequential ringing: A doesn’t answer, B answers	User B	User A (not picked up), User B (picked up)
Transferred call: A answers, then transfers to B	User B	User A (picked up), User B (picked up)

Missing or unexpected users

If you don’t see a user you expect (or you see users you didn’t expect) in the Users tab, several factors may explain this:

1. Transfer behavior

If Mary answers a call and transfers it to Louise, the answered call is attributed to Louise only.
To view all calls Mary participated in, check her Picked-up metric instead.

2. User status or permissions

You may not see a user because:

The user is deleted or not confirmed.
The user does not have an agent role.

3. Filters applied

Verify your Users, Teams, and Numbers filters:

Ensure you haven’t filtered out the user or their team.
Confirm that you haven’t filtered by a number for which the user has no activity or is not part of its distribution.

REMINDER:
A maximum of 200 users can be displayed. 
If you reach this limit, a note will appear. Scroll down to see the complete list.

4. Focus on inbound calls setting

If the dashboard is set to Focus on inbound calls, the user list will show only:

Users who belong to the inbound distribution of the selected numbers, or
Users who have had activity on those numbers during the selected period.

To include all users, switch to Consider all users in your dashboard settings.
Learn more in Live Monitoring: Focus on Inbound setting .

Missing or unexpected numbers

If you can’t find a number (or see extra ones), review your filters and settings carefully.

1. Check the Focus on inbound calls setting

Numbers may be filtered out if the setting restricts the dashboard to inbound distributions only.

2. Confirm filter scope

Ensure your Users, Teams, or Numbers filters are not excluding relevant data.

3. Display limit

Note: The system displays a maximum of 200 numbers.
If this limit is reached, a notification appears. Scroll down to view the complete list.

4. Filter search limitations

The Numbers filter lists only the first 50 results. Use the search box to find and select numbers not displayed. The same rule applies to the Users and Teams filters.