Aircall Status
Help logging inThe Performance page gives you one place in Aircall Workspace to see your own call activity. It also includes a Live queue that shows the calls currently waiting on the lines you’re assigned to. You don’t need Supervisor or Admin access to use it.
This article explains how to open the Performance page, what each section shows, and how to keep the Live queue up to date.
Requirements
Before you start, make sure you have:
- The latest version of the Aircall Workspace desktop app
- An Aircall plan that includes Analytics+, or AI Assist with Evaluations enabled
- At least one line assigned to you
- Any role: Agents, Supervisors, and Admins all have access, with no extra permission needed
Note: The Live queue requires Analytics+. Without it, the Performance page shows your inbound and outbound call counts, plus the Evaluations tab if your company has AI Assist and Evaluations is enabled.
Opening the Performance page
Steps
- In Aircall Workspace, click Performance in the left sidebar.
- The Monitoring tab opens. It shows the Call performance section and the Live queue.
- To see your evaluations, click the Evaluations tab.
Note: The Evaluations tab is only available if your company has AI Assist and Evaluations is enabled. To learn how it works, see AI Assist: Viewing your call scores in Aircall Workspace.
Call performance
The Call performance section shows two numbers:
- Inbound calls: calls you answered and ended, excluding transfers
- Outbound calls: calls you made and ended, excluding transfers
These numbers refresh automatically every 15 minutes. Hover over the information icon next to Call performance to see when they were last updated.
Live queue
The Live queue shows the calls waiting on your lines. It has two parts: a calls waiting counter and a table listing those calls.
Calls waiting
At the top of the Live queue, X calls waiting tells you how many calls are waiting right now across all the lines you’re assigned to. A call counts as waiting if it is either:
- In queue: it hasn’t been routed to anyone yet
- Ringing: it’s ringing a user right now
The queue table
The table lists every call that is waiting. Each row shows:
- User: the teammate the call is ringing, if it’s ringing someone
- Number: the Aircall line the call came in on
- Customer: the caller
- Status: whether the call is In queue or Ringing
- Started at: when the call started
When nothing is waiting, the table shows “No calls in live queue”.
Refreshing the Live queue
The Live queue shows a snapshot of your queue. It loads when you open the Performance page and again each time you click Refresh. The label next to the button (“Updated now”, “Updated X min ago”) tells you how old the snapshot is.
Important: The Live queue doesn't update by itself. A call that has been answered or abandoned since the last refresh stays in the table until you click Refresh.
Steps
- Click Refresh in the top-right corner of the Live queue.
- The calls waiting counter, the table, and the “Updated” label all update.
FAQs
Do I need to be a Supervisor or Admin to use the Live queue?
No. The Performance page, including the Live queue, is available to every user in your company, whatever their role. Agents, Supervisors, and Admins can all access it without any additional permission.
Why don’t I see Performance in the sidebar?
Make sure you are using the latest version of the Aircall Workspace desktop app. The Performance page is rolling out progressively, so it may not be available to your company yet. If Performance still doesn’t appear after updating, contact your Admin to confirm that your company has Analytics+, or has AI Assist with Evaluations enabled.
Why don’t I see the Live queue on my Performance page?
The Live queue is available with Analytics+. If your company doesn’t have Analytics+, the Performance page shows your inbound and outbound call counts, plus the Evaluations tab if your company has AI Assist and Evaluations is enabled. Your Admin can confirm whether your plan includes Analytics+.
Can I see calls waiting on lines I’m not assigned to?
No. The Live queue only displays calls waiting on the lines you are assigned to. If you need visibility on calls waiting on other lines, ask your Admin to assign you to those lines.
Why does the Live queue show “0 calls waiting” when my team has calls waiting?
The Live queue only covers the lines you are assigned to, so calls waiting on other lines are not included in the count. To see calls that are in queue or ringing for your teammates, ask your Admin to assign you to the same lines they are assigned to. You can also click Refresh to make sure you are viewing the latest snapshot.
Why does the table still show calls that have already been answered?
The Live queue displays a snapshot of your queue, taken when you opened the Performance page or last clicked Refresh. A call that has been answered or abandoned since then remains in the table until the next refresh. Click Refresh to see the current state of the queue.
Where can I see my inbound and outbound call counts?
Click Performance in the left sidebar, then look at the Call performance section of the Monitoring tab.
Why does my inbound or outbound count look out of date?
Call performance numbers refresh automatically every 15 minutes, so your most recent calls may take up to 15 minutes to appear. To check when the numbers were last updated, hover over the information icon next to Call performance.
Does the Live queue replace Live Monitoring on the Dashboard?
No. Live Monitoring on the Aircall Dashboard remains the complete, real-time monitoring view for Supervisors and Admins. The Live queue is a lighter view, designed to give every user visibility on the calls waiting on their own lines directly in Aircall Workspace.
Where do I find Evaluations?
Evaluations is a tab on the Performance page. Click Performance in the left sidebar, then click the Evaluations tab. The tab only appears if your company has AI Assist and Evaluations is enabled. For details, please see AI Assist: Viewing your call scores in Aircall Workspace.