Playbook Performance gives managers visibility into how well their teams follow playbooks, both on individual calls and across your teams over time. For each playbook, you can see a per-call adherence score, section-by-section coverage, and an analytics page that shows trends, agent breakdowns, and call-level detail.

This article explains how adherence is calculated, where to find performance data, and what the analytics pages show.

Note: This article covers Playbook Performance analytics. For information on setting up playbooks and the agent in-call experience, please see Using Playbooks with AI Assist Pro and Creating custom playbooks.

Before you start

Playbook Performance requires an AI Assist Pro license. Admins and supervisors can access the Playbooks list and performance detail pages in the Aircall Dashboard > AI Assist Pro > Live Assistant > Playbooks.

 Agents see their own per-call adherence in Aircall Workspace, in the same place they view other call insights.

How adherence is calculated

Adherence measures the share of a playbook's sections that were covered on a call:

Adherence % = sections covered / total sections

Coverage is detected automatically by AI after the call ends. Each section is counted as either covered or not covered. There is no "not applicable" state: if a section did not apply to a particular call, it still counts as not covered in the adherence percentage.

Note: Adherence is a post-call metric. Scores appear once the call has ended and been processed, not during the call.

Where to find performance data

On each call

The playbook summary on a call now includes:

  • An adherence percentage tag in the section header (for example, BANT summary 25%)
  • A coverage icon next to each section: a check mark if the section was covered, a cross if it was not

This appears on the call detail page, the call detail drawer, and the call-ended screen. Agents see the same information in Aircall Workspace.

[Screenshot: Call insights panel showing a playbook adherence percentage tag and per-section covered / not-covered icons]

On the Playbooks list

The Playbooks list shows the average adherence for each playbook across the current month. Click a playbook card to open its performance detail page.

[Screenshot: Playbooks list showing the average adherence on each playbook card]

On the performance detail page

Click a playbook card to open its performance detail page. The page has three tabs.

Overview

  • KPI tiles showing the number of evaluated calls and number of users evaluated in the selected period, each with a trend indicator
  • An average adherence donut chart for the period
  • An average adherence over time line chart
  • Per-section donuts showing how often each playbook section was covered

[Screenshot: Overview tab showing KPI tiles, average adherence donut, trend line chart, and per-section donuts]

Users evaluated

A table breaking adherence down by agent, showing overall adherence, number of evaluated calls, and a per-section heatmap. The heatmap lets you see at a glance where each agent is strong and where they need support.

[Screenshot: Users evaluated tab showing the per-agent adherence table with a per-section heatmap]

Call evaluations

A list of every call where this playbook was evaluated, with the agent, number, contact, duration, date, and the call's adherence score. Click a call's adherence score to open the call details.

Filtering performance data

On the performance detail page, you can filter by date range (defaults to the last month), users, numbers, call direction, and tags.

The Users evaluated and Call evaluations tabs also include an adherence range filter, so you can focus on calls within a specific adherence band, for example, only low-adherence calls that may need coaching attention.

What to keep in mind

Playbook Performance analytics are scoped to one playbook at a time. There is no cross-playbook or team-wide comparison view in this version.

Coverage is detected automatically by AI and cannot be manually overridden. If a section was not covered on a call, that cannot be corrected after the fact. Similarly, there is no "not applicable" state: every section counts toward the adherence percentage, regardless of whether it was relevant to that specific call.

Note: Adherence scores are applied to existing playbook calls, so your dashboard will not be empty when you first access Playbook Performance.

FAQs

What does the adherence percentage mean?

It is the share of a playbook's sections that were covered on a call, detected automatically by AI. For example, if an agent covered 1 of 4 sections, the adherence score is 25%.

Do agents see their adherence scores?

Yes. Agents see their per-call adherence in Aircall Workspace, in the same place they view other call insights. There is no aggregated agent dashboard for agents in this version.

Can I override whether a section was marked as covered?

No. Coverage is detected automatically by AI and cannot be manually changed.

What happens if a playbook section did not apply to a call?

It counts as not covered. There is no "not applicable" state in this version, so every section is included in the adherence calculation regardless of whether it was relevant to that specific call.

Can I compare adherence across multiple playbooks?

Not in this version. Analytics are scoped to one playbook at a time. Cross-playbook and team comparison views are not currently available.

What license do I need?

AI Assist Pro. Admins and supervisors access the dashboard and analytics. Agents see their own per-call adherence in Aircall Workspace.

Does Playbook Performance include calls made before the feature was enabled?

Adherence scores are applied to existing playbook calls, so your dashboard will not be empty when you first access Playbook Performance.