Admin users have the ability to download exports of call data and recordings from the Call History page in the Aircall Dashboard. This guide will explain the data included in these exports.
|
Column |
Description |
|
line |
The Aircall line/number associated with the call. |
|
date (TZ offset incl.) |
The date of the call, determined by the line/number's time zone. |
|
time (TZ offset incl.) |
The time of the call, determined by the line/number's time zone. |
|
number timezone |
The Aircall line/number's time zone, determined by the Business Hours. |
|
datetime (UTC) |
The date and time in UTC: |
|
country_code |
The country code for the Aircall number used on the call. |
|
direction |
The direction of the call - either inbound or outbound. |
|
from |
If inbound, this is the caller's number. If outbound, this is the Aircall number used to call out. |
|
to |
If inbound, this is the Aircall number reached. If outbound, this is the callee's number. |
|
answered |
Indicating if the call was answered or unanswered. |
|
missed_call_reason |
⚠️ Applicable only for unanswered inbound calls.
If the call was not answered, this will display the specific missed or abandoned call classifications. |
|
user |
If inbound, this is the Aircall user last connected to the call. If outbound, this is the Aircall user who placed the call. |
|
duration (total) |
The total duration of the call from start to finish. |
|
duration (in call) |
The duration of the call after it was answered.
⚠️ Note: This includes any time when the caller is put on holder. |
|
via |
This will show if the call was answered through the app, through a Forward to External Number, for example.
⚠️ Data may not always populate here as this is currently under construction. |
|
voicemail |
⚠️ Applicable only for unanswered inbound calls.
The voicemail link, if applicable. |
|
recording |
The call recording link, if applicable.
Call recording must be activated in order for calls to record manually or automatically. |
|
comments |
Any Notes left on a call will be found here. |
|
tags |
Any Tags applied to a call will be found here. |
|
call quality |
If a user rated a call after the call was completed, that call quality rating will show here. |
|
team |
⚠️Applicable only for answered inbound calls.
The Team receiving the inbound call.
⚠️ Data may not always populate here as this is currently under construction. |
|
Call direction - type |
More details on the direction of the call - Outbound vs. Inbound Missed, Inbound Answered, Inbound Voicemail, etc. |
|
Call start time |
The date and time the call started, in UTC. |
|
Call end time |
The date and time the call ended, in UTC. |
|
Aircall number |
The name and digits of the Aircall number used on the call. |
|
Customer number |
The digits of the customer's external number that called/was called. |
|
In-call duration |
The duration of the call after it was answered.
⚠️ Note: This includes any time when the caller is put on holder. |
|
Play recording/voicemail |
The call recording or voicemail link if applicable. |
|
Call id |
The ID or UUID of the call which can be provided to Support for troubleshooting. |
|
Call Type |
Details on the type of the call - Outbound, Missed, Answered, etc. |
Call Data FAQs
Why are there strange numbers, or no numbers, listed for some inbound calls?
These calls may have been from blocked or anonymous numbers.
The data included in an export and the data presented on the Dashboard do not match up. Why is that?
Analytics and Analytics+ will present data using customizable filters. Exports taken from the Analytics pages or the Overview page are subject to these filters as well. If there is a difference in the data, or you are not seeing what you expect, it is usually the result of a filter or time zone difference, so be sure to check both of those areas before taking an export.
On Analytics+, It may be helpful to remove all filters except the date range to obtain the most comprehensive results, which you can then narrow down from the export itself.
How much data can I export?
Admin users will be able to export up to 6 months of call data and if applicable, call recordings, through the Dashboard. Any data older than 6 months will need to be requested through a support ticket.
Why am I seeing strange outbound calls in my export or on my phone app?
If you have an external number set up as an option on your IVR Number, any inbound calls to your IVR Number going to that external number will show in call exports and the Aircall phone app as outgoing calls from the caller’s number to the external number. These calls may show as outbound calls from “Anonymous” on the Aircall phone application.