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Help logging inThe AI Agents+ dashboard brings the analytics of your AI Voice Agents and AI Messaging Agents together in one place. Use it to see how many calls your AI Voice Agents take and how long they spend on them. You can also see when they transfer calls to your team, whether your team answers those calls, and how the outbound calls placed by your AI Voice Agents end. You can drill down into the calls behind each metric.
Who can access it
The AI Agents+ dashboard is available for companies with the Analytics+ add-on. Access is granted to users with admin or supervisor roles. Companies without the Analytics+ add-on use the AI Agents dashboard.
The displayed data may be limited by your permissions, including visibility to specific numbers or teams. Please visit our article Understanding permissions in Analytics for more details.
What you can do with this dashboard
With the AI Agents+ dashboard, you can:
- See how many inbound calls your AI Voice Agents take part in and how many they fully handle.
- Measure how often your AI Voice Agents transfer calls to your team, and how many of those calls no one answers.
- Find out which transfer branches receive the most escalated calls and why escalated calls are missed.
- Compare your AI Voice Agents side by side.
- Follow how outbound calls placed by your AI Voice Agents end: human answered, machine answered, voicemail, or no answer.
- Track how long your AI Voice Agents spend on calls.
- Track the SMS and WhatsApp messages sent by your AI Messaging Agents.
- Drill down into the calls behind a metric, analyze unlimited data history, and filter by hours, call type, and tags.
- Compare performance to previous periods and export your data.
Key terminology
For definitions of key terms used in this dashboard, refer to the article Analytics: Terms. For the full list of metrics, see Analytics: Metrics. You can also find a quick definition of each KPI or chart in its tooltip.
General tips
- Compare with the previous period: every KPI card shows its change compared with the previous period.
- Hide and show elements of a graph: click directly on the legend to hide a metric. Click again to display it.
- Sort data tables: click any column header to sort the data.
- Export: learn how to export your data in our article Export data options in Aircall Analytics.
- Tooltips: hover over the “ℹ” icon for quick in-dashboard guidelines.
- Reset filters: use the Reset button at any time to return to default settings.
- Drill down: on most counts and durations in this dashboard, you can drill down into the individual calls behind the metric. Percentages, Total rows, and the outcome evolution chart can’t be drilled into. See the list of drill down fields in our article Analytics+: Drill down fields.
Filters
Select All filters to see every filter, then select Apply. For general guidance on using filters, presets, and saved filters, see Analytics: Applying filters.
| Filter | Description | Available on |
|---|---|---|
| Date | Select the date range to display. Presets include Today, Yesterday, This week, Last week, This month, Last month, and This year. There is no limit on data history. | All tabs |
| Date breakdown | Choose how time-based charts are grouped: hourly, daily, weekly, or monthly. | All tabs |
| Timezone | Select the timezone applied to all KPIs and charts. | All tabs |
| Hours | Limit KPIs and charts to specific hours of the day. By default, 9:00 to 18:00 in the selected timezone. | All tabs |
| Numbers | Filter by specific phone numbers. | All tabs |
| Call type | Filter by call type: Inbound answered, Inbound unanswered, Inbound fully handled by AI Voice Agent, Outbound connected, Outbound not connected, Outbound connected by AI Voice Agent, Outbound not connected by AI Voice Agent, Calls with voicemail, or Calls with AI Voice Agent. | Inbound, Outbound |
| Users | Filter data to specific users. | Inbound, Outbound |
| Teams | Filter data to specific teams. | Inbound |
| IVR Branches | Filter by the last IVR branch selected by callers. | Inbound |
| Tags | Filter data based on applied call tags. You can select multiple tags to compare their usage. | Inbound, Outbound |
| AI Voice Agents | Filter by the name of one or more AI Voice Agents. | Inbound, Outbound |
| Min. connected duration | Only applies to metrics about connected outbound calls. Counts outbound calls connected for longer than the number of seconds you set (x). The default is 0. | Outbound |
Note: The Numbers and AI Voice Agents selections apply to each tab separately. When you switch tabs, they are not carried over. Other filters carry over.
Navigating the AI Agents+ dashboard
The dashboard has three tabs. Each tab has its own KPIs, charts, and filters.
- Inbound: how your AI Voice Agents handle inbound calls and what happens when they transfer a call to your team.
- Outbound: how outbound calls placed by your AI Voice Agents perform.
- Messages: messages sent by your AI Messaging Agents.
Inbound tab
This tab shows how your AI Voice Agents handle inbound calls: how many calls they take, how many they fully handle, and what happens when they transfer a call to your team.
Key performance indicators (KPIs)
| Metric | Description | Calculation or notes |
|---|---|---|
| Inbound calls | All inbound calls received during the selected period. | Includes calls handled by AI Voice Agents. |
| Missed inbound calls | Percentage of inbound calls not answered by a human agent. | Calls fully handled by the AI Voice Agent are not counted as missed. Calls where the AI Voice Agent attempted a transfer that a human agent did not answer are still counted as missed. |
| Inbound calls with AI Voice Agent | Number of inbound calls in which an AI Voice Agent engaged with the caller. | Includes calls fully handled by the AI Voice Agent and calls transferred to a human agent. |
| Time with AI Voice Agent | Average time callers spent with the AI Voice Agent per call. | Calculated on calls where the AI Voice Agent engaged with the caller. |
| Calls fully handled by AI Voice Agent | Number of inbound calls fully handled by the AI Voice Agent, with no transfer attempt to a human agent. | Counted as a separate outcome, not as missed calls. |
| Percentage of calls fully handled by AI Voice Agent | Share of all inbound calls fully handled by the AI Voice Agent, with no transfer attempt to a human agent. | Calls fully handled by the AI Voice Agent ÷ inbound calls. |
| Escalation rate | Share of inbound calls with AI Voice Agent that were transferred to a human (user, team, or ring group). | Inbound calls transferred to a human ÷ inbound calls with AI Voice Agent. |
| Missed escalated calls rate | Share of escalated calls that no human answered. | Escalated calls not answered by a human ÷ escalated calls. Matches the Total row of the Escalated calls breakdown per missed reason chart. |
| Time saved | Total time callers spent with the AI Voice Agent on inbound calls during the selected period. | Sum of the AI Voice Agent in-call time on inbound calls. Drill down to see the inbound calls with an AI Voice Agent intervention. |
Escalation rate per branch
This table shows where the calls transferred by your AI Voice Agents end up. It has one row per transfer branch configured in your AI Voice Agent that received at least one escalated call in the selected period, starting with the branch that received the most. Select a value to see the calls behind it.
| Column | Description | Calculation |
|---|---|---|
| Transfer branch | The branch name, as configured in the AI Voice Agent. | Not applicable |
| % of AI Voice Agent calls | Share of inbound calls with AI Voice Agent that were escalated through this branch. | Calls escalated through the branch ÷ inbound calls with AI Voice Agent. The percentages of all branches add up to the Escalation rate KPI. |
| % answered | Share of calls escalated through this branch that a human answered. | Escalated calls answered by a human ÷ calls escalated through the branch. |
| AI Voice Agent talk time | Average time callers spent with the AI Voice Agent before the transfer. | Average AI Voice Agent duration on calls escalated through the branch. |
| Human in-call time | Average time callers spent with a human after the transfer. | Average human in-call duration on answered escalated calls. Shows 0 s when no escalated call was answered. |
Note: If a call is transferred more than once, it is attributed to the first transfer branch the AI Voice Agent used. Whether the call was answered or missed is based on the final outcome of the call.
Escalated calls breakdown per missed reason
This chart splits the escalated calls that no human answered by missed reason:
- Callback request
- All agents were not available
- Agents did not answer
- Outside of business hours
- Abandoned
- Abandoned before 10 sec
- Abandoned in IVR
Each reason in the legend shows the number of calls and their share of all escalated calls, not only of the missed ones. The Total row is the Missed escalated calls rate. Select a bar segment to see the escalated calls missed for that reason. For definitions of each reason, see Missed, Unanswered, & Abandoned Call Classifications.
Tip: Select the arrow next to a reason in the legend to read what it means.
AI Voice Agent productivity
This table compares your AI Voice Agents side by side. It has one row per active AI Voice Agent that received inbound calls in the selected period, starting with the agent that received the most. Deleted AI Voice Agents are not shown. Bars in the Calls with AI Voice Agent, Escalation rate, and % escalated calls answered by human columns make it easier to compare agents. Select the arrow icon next to an agent’s name to open that AI Voice Agent’s configuration page. Select a value to see the calls behind it.
| Column | Description | Calculation or notes |
|---|---|---|
| AI Voice Agent | The name of the AI Voice Agent. | Not applicable |
| Calls with AI Voice Agent | Number of inbound calls handled by this AI Voice Agent. | Not applicable |
| AI Voice Agent in-call time | Average time callers spent with this AI Voice Agent per call. | Not applicable |
| Escalation rate | Share of this AI Voice Agent’s calls that were transferred to a human. | Same definition as the Escalation rate KPI, for this agent. |
| % escalated calls answered by human | Share of this AI Voice Agent’s escalated calls that a human answered. | Escalated calls answered by a human ÷ escalated calls. |
| Avg human in-call time | Average time callers spent with a human after the transfer. | Average human in-call duration on answered escalated calls. Shows 0 s when no escalated call was answered. |
Tip: Compare the escalation rate and the share of escalated calls answered by a human across your AI Voice Agents to find the agent whose configuration needs work.
Outbound tab
This tab shows how the outbound calls placed by your AI Voice Agents perform.
Key performance indicators (KPIs)
| Metric | Description | Calculation or notes |
|---|---|---|
| Outbound calls | Total number of outbound calls, connected or not. | Includes calls started by AI Voice Agents. |
| Outbound calls started by AI Voice Agent | Number of outbound calls started by an AI Voice Agent. | Counted with or without escalation to a human agent. |
| AI Voice Agent outbound talk time | Average talk time of outbound calls started by AI Voice Agents. | Calculated only on outbound calls started by AI Voice Agents. |
| Time saved | Total time AI Voice Agents spent on outbound calls during the selected period. | Sum of the AI Voice Agent in-call time on outbound calls. Drill down to see the outbound calls started by an AI Voice Agent. |
Outbound calls by AI Voice Agent: breakdown by outcome
This chart splits the outbound calls started by your AI Voice Agents by outcome:
- Human answered: the call was answered by a person.
- Machine answered: the call was answered by an automated system, such as an IVR or a call screener. Voicemail is not included.
- Voicemail: the call reached a voicemail.
- No answer: the call was not answered, for example because of a ringing timeout, a busy line, or a rejected call.
Each outcome in the legend shows the number of calls and their share of all outbound calls started by AI Voice Agents. The Total row is the number of outbound calls started by AI Voice Agents. Select an outcome segment to see the calls with that outcome.
Outbound calls by AI Voice Agent: outcome evolution
This chart shows the same four outcomes over the selected period, grouped by the Date breakdown you chose. Hover over a column to see the number of calls for each outcome. You can’t drill down in this chart.
AI Voice Agent productivity
This table compares your AI Voice Agents side by side. It has one row per AI Voice Agent. In the columns below, x is the value of the Min. connected duration filter. Select a value to see the calls behind it: an outcome column shows only that agent’s calls with that outcome, and any other column shows the calls started by that agent.
| Column | Description | Calculation or notes |
|---|---|---|
| Outbound calls | Outbound calls started by this AI Voice Agent. | Not applicable |
| Connected outbound calls > x sec | Outbound calls connected for longer than x seconds. | Not applicable |
| % connected outbound calls | Share of outbound calls connected for longer than x seconds. | Connected outbound calls > x sec ÷ outbound calls. |
| Avg in-call time | Average time this AI Voice Agent spent on calls. | Not applicable |
| Total in-call time | Total time this AI Voice Agent spent on calls. | Sum of the AI Voice Agent in-call time. |
| Human answered, Machine answered, Voicemail, No answer | Number and percentage of this AI Voice Agent’s outbound calls with each outcome. | Same definitions as the breakdown by outcome. The four counts add up to the agent’s outbound calls. |
Messages tab
This tab shows the messages sent by your AI Messaging Agents.
- Total outbound SMS sent by AI Messaging Agent: total SMS sent automatically by the AI Messaging Agent during the selected period.
- Total outbound WhatsApp messages sent by AI Messaging Agent: total WhatsApp messages sent automatically by the AI Messaging Agent during the selected period.
FAQs
Where is the AI Voice Agent tab I used in Overview+?
The AI Voice Agent analytics are now in the AI Agents+ dashboard, in the Inbound, Outbound, and Messages tabs. Links and bookmarks to the old tab redirect to this dashboard.
Which metrics can I drill down into?
Most counts and durations: KPI cards, table values, and bar segments in the missed reason and outcome breakdowns. Percentages, Total rows, and the outcome evolution chart can’t be drilled into.
What does Time saved measure?
The total time callers spent with your AI Voice Agents over the selected period. The Inbound tab counts inbound calls and the Outbound tab counts outbound calls.
Why is a transfer branch missing from the escalation table?
The table only lists transfer branches that received at least one escalated call in the selected period.
Why is an AI Voice Agent missing from the inbound productivity table?
The table lists active AI Voice Agents that received inbound calls in the selected period. Deleted AI Voice Agents are not shown.
Which transfer branch is used when a call is transferred more than once?
The call is attributed to the first transfer branch the AI Voice Agent used. Whether it was answered or missed is based on the final outcome.
How is this dashboard different from Agent performance?
Agent performance is a separate view of a single AI Voice Agent, available from the AI Voice Agents page. The AI Agents+ dashboard in Analytics covers all your AI Voice Agents and AI Messaging Agents.