The Analytics Pro report is being deprecated. This guide explains why, what is changing, and where you can find equivalent or improved reporting in other Aircall dashboards.
Why we are deprecating Analytics Pro
The Analytics Pro report runs on an outdated technology stack that slows down product development. The dashboard is no longer maintained, and it does not support reporting for new products such as Messaging, WhatsApp, or the AI voice agent.
Additionally, the data displayed in Analytics Pro overlaps with the Goal-Oriented reports (included in the Professional plan) and Call History.
Data freshness
We have improved the freshness of our other Analytics dashboards, which now provide data with a 15-minute delay.
For real-time performance, we recommend using Live Monitoring.
Replacements for filters
Analytics Pro used outdated filter definitions. Below you can find where to locate equivalent filters in the current dashboards.
| Filter | Where to find it |
|---|---|
| Date Range | Available in every report |
| Call Made (Line open/closed) |
Exclude the missed reason Outside of Business Hours
|
| Inbound → Unanswered Calls | Call History |
| Number | Available in every report |
| User | Available in User Activity, Call History, Outbound (Note: missed calls are assigned to teams, not users) |
| Team |
Call Routed to Team: Overview, Inbound, Call History, Unanswered Calls Users Belonging to Team: User Activity, Outbound, Call History This article explains the difference between Call Routed to Team and Users Belonging to Team. |
| Tag | User Activity, Outbound, Inbound, Analytics+ (if add-on is enabled) |
Note: This article explains the difference between "Call Routed to Team" and "Users Belonging to Team".
Export options
- Every chart can be exported in CSV format.
- For raw data exports, use Call History.
- Activity tab data is also available through export.
Top KPIs by tab
Below are mappings of where to find the most used KPIs from Analytics Pro in other dashboards.
Activity KPIs
| KPI in Analytics Pro | Where to find it |
|---|---|
| #Inbound Calls | Overview, Inbound |
| Inbound Duration | Overview & Inbound (average in-call time). For user-level, use User Activity |
| #Outbound Calls | Overview, Outbound |
| Outbound Duration | Overview & Outbound (average in-call time). For user-level, use User Activity |
| Evolution |
|
Customer service KPIs
| KPI in Analytics Pro | Where to find it |
|---|---|
| #Missed Inbound Calls | Overview (Inbound section), Inbound, Unanswered Calls |
| % Voicemails | No direct replacement. Filter for Voicemail in Call History |
| Waiting Time | Overview (Inbound section), Inbound (includes SLA metrics) |
| Treatment Time | No replacement. This KPI is no longer relevant as agents now use Conversations in Aircall Workspace |
| Evolution |
Inbound: evolution of time to answer and SLA Unanswered Calls: evolution of missed inbound calls |
Note:
• Time to answer excludes the welcome message and IVR key presses. If a caller does not press a key, the full time from call start until connection is included.
• Waiting time includes the welcome message and ringing. If unanswered, waiting time ends when the call ends.
Productivity KPIs
| KPI in Analytics Pro | Where to find it |
|---|---|
| Inbound min/calls | Overview & Inbound (average in-call time). For user-level, use User Activity |
| Inbound calls/user | Not available as an average. User-level number of inbound calls available in User Activity |
| Outbound min/calls | Overview & Outbound (average in-call time). For user-level, use User Activity |
| Outbound calls/user | Not available as an average. User-level number of outbound calls available in User Activity |
| Evolution | Not reported on call duration over time. For user-level evolution: - Inbound: evolution of inbound calls, time to answer, SLA - Outbound: evolution of outbound calls, with connected call duration insights |
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