Further Troubleshooting Analytics+ & Monitoring in the Dashboard – Aircall

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📌 General KPI Calculation and Filtering Rules

Data Refreshing Rate

This section applies to both the Analytics+ and Monitoring dashboards. Please note that these dashboards are NOT in real-time. The data used in these sections are updated once every hour and includes all call and user data from the previous hour.

For example, at 13:10 (1:10 p.m.), the data update will begin and last around five minutes, which means that at 13:15 (1:15 p.m.) any new data between 12:00 and 13:00 will be available in both dashboards.

⚠️ Please note that the supporting service used to build these dashboards has a caching policy of one hour. Please remember that if you have filters applied and that database performs the hourly update, you will need to refresh the filters to refresh the data.

⚠️ Please note that a call is only taken into account in the data update process once it has been terminated (ongoing calls will not be counted).

Inclusion of Deleted Numbers, Users, and Teams

In the Overview, Analytics+, and Monitoring pages, data from deleted numbers, users, and teams are taken into account. This allows access to the full history of past data.

Attribution of a call to a number

When an inbound call is received, but then routed to another internal number, the call is attributed to the new internal number.

Attribution of a call to a user (“main participant”)

When an inbound call is answered by several successive users (e.g. when a call is transferred to another user) only the last user is kept and visible as the “main participant.”

Missed inbound calls and transferred outbound calls will not have main users associated with them.

Visualization of Waiting Time

📊 Analytics +

Detailed KPI Calculation Rules

🔎 In each of these sections, you will be able to drill down on detailed information.

Inbound Calls

The total number of inbound calls received, answered, or missed.

Outbound Calls

The total number of outbound calls made.

Total Calls

The total sum of inbound and outbound calls. You can drill down to see all calls.

Missed Inbound

The percentage of inbound calls which were not answered by any agent. You can drill down in two different ways:

Showing all xx% which will show all inbounds
Showing all missed calls which will show only missed inbound calls.

Inbound in SLA

This is the percentage of answered inbound calls in which the “Time to answer” does not exceed the SLA established by the filter "SLA (in seconds)".

The “Time to answer” is the total waiting time before a call is answered, excluding the “Time in IVR”.

Some more details on Time in IVR and Time to answer

In the case of an IVR number routing to an agent, the "Time in IVR" is the total time spent on the IVR before the call is first dispatched to the agent or a classic number. This means the "Time to answer" excludes the welcome message of the IVR and the time spent pressing keys in the IVR, but includes all other time spend on the call before it was answered.

In the case of a classic number, the time in IVR is 0. This means the time to answer includes the welcome message of this classic number and all the waiting time before the connection is established with the agent (or the external number).

In the case of a smartflow number, the time in IVR will only have a value if the customer pressed a key in an IVR widget. In this case the time to answer excludes the welcome message and the time spent pressing keys in the smartflow number.

Call Evolution

The line chart displays inbound, outbound, and missed calls, using the granularity chosen with the Date Breakdown filter.

You can drill down to see the details of calls for any category on any date/month/hour.

Most Used Tags

This graph displays the 10 most used tags in your calls. Calls with no tags are also represented in this graph. A call with multiple tags will be counted multiple times and the drill-down allows you to hone in on the call details per tag.

Only answered inbound calls and outbound calls are considered in this graph.

Calls Overview

🔎 Charts detailing top missed reasons, called back, and most active users

Missed Reasons

This graph shows the reasons why inbound calls were missed. Missed reasons include:

No_available_user
Short_abandoned: calls where the caller hung within 10 seconds
Agents_did_not_answer: the call rang on at least one agent’s phone but was unanswered
Abandoned_in_IVR
Out_of_opening_hours
Abandoned in Classic

Please note: A call in which a customer requests a callback (i.e. by pressing the * key), is not considered as a missed call here.

For every missed call reason, there is also another breakdown between a missed call (unanswered call) with or without a subsequent call:

A subsequent call is a call for which the same caller has been connected with an agent within 24hrs, whether by an inbound call from the same caller, a callback, or any other outbound call made to the same caller.
⚠️ Please note that if there is more than one consecutive unanswered inbound calls from the same caller, and that caller is then later successfully connected to an agent (whether through an answered inbound call or an outbound call), only the final unanswered call made by that caller will be considered to have had a subsequent call.

Call Type - Week Day

This shows the call distribution per day of the week (from Monday to Sunday) and an additional split between inbound, outbound, and missed calls. The missed calls appear in both missed calls and inbound calls.

The drill-down allows you to see call details for any selected category on the chart.

Screenshot

Users with most ringing attempts missed

This graph shows the top ten users missing calls. A call is considered as being missed by an agent if it rings to their phone and they do not answer. This means that it will count as a missed call event if another agent answered the call.

⚠️ No drill-down is available on this graph.

Missed VS Answered - Hour of Day

This graph is the distribution of Inbound calls per hour of the day and is divided between answered and missed calls.

Top Users Making Calls

This graph shows the top ten users making outbound calls.

⚠️ No drill-down is available on this graph.

Filter Rules

Date

This filter allows you to select custom periods of time for which you would like to see data.

⚠️ Please Note:

The default value is the last 7 days
The last X days will include the current day

Date Breakdown

This filter is used for the breakdown of the call evolution chart, which allows you to aggregate the data by hour, day, or month.

Note: The default value is Daily.

SLA (in seconds)

This filter sets the value of the SLA in seconds for inbound calls and is to be used to measure the amount of calls answered within SLA.

Note: The default value is 30 seconds.

(Business) Hours

This filter allows you to filter on all calls by hour of creation, and is not linked to the opening hours of a line.

By default the (Business) Hours behavior is “right exclusive”:

You can modify that behavior if you wish to by changing the selection:

Selection	Behaviour
Inclusive	9-18 (Business) Hours include time from 9:00 (included) to 19:00 (excluded) e.g up to 18:59
exclusive	9-18 (Business) Hours include time from 10:00 (included) to 18:00 (excluded) e.g up to 17:59
left-exclusive	9-18 (Business) Hours include time from 10:00 (included) to 19:00 (excluded) e.g up to 18:59

You can also choose "is any value" to discard the (Business) Hours filter, and include data from all hours:

There are advanced options also available for filtering. For instance if you what to understand what happened outside of your opening hours, you can filter by “is not between”, instead of “is between”:

In the example above, you will get all calls created:

from 00:00 to to 8:59
and after from 18:00 to 23:59

Users

This filter allows you to hone in on individual users in most graphs. Filtering by user will automatically remove all missed calls from the affected graphs as missed calls have no associated users.

Note: By default, all users are shown.

Note: Deleted users will appear in the filter if calls were made or received by this user during the selected period.

Teams

This filter lets you apply a filter by teams. Filtering by teams will remove all missed inbound calls as teams are unable to take calls. It will also remove all outbound calls since outbound calls are not linked to teams but to individual agents.

Note: By default, all teams are shown. Additionally an answered call will be attributed to a team only if the team is used in the routing of a call (see examples below):

Example 1:
Louise is part of team A and team B, and a call is routed to team B where it is picked up by Louise. When using the Teams filter, the call will not be shown when selecting team A, and will only be visible when team B is selected.
Example 2:
Louise is part of team A and team B, and a call is routed to Louise directly. As the call went directly to Louise, instead of going to team A or team B, it will not show when selecting either team A or team B in the Teams filter.

Lines / Numbers

This filter allows you to filter by phone number line. The phone number line associated with a call will be the last line used in the call.

Note: By default, all lines are displayed.

Note: Deleted lines will appear in the filter if calls were made or received on the lines during the selected period.

Note: Some characters used in number names may result in an error when using this filter (“trouble loading data message”). The forbidden characters are , % _ ^ "
If users are encountering this error, please rename the numbers to remove these forbidden characters.

Missed Reasons

This filter allows you to filter by missed call reasons. If this filter is applied, all outbound calls and answered inbound calls will be removed as well. By default, no value is entered for this filter.

Timezone

This is the time zone in which all data is displayed. By default, the value is in UTC.

The time zone must be changed to the user time zone, especially if the (Business) Hours filter has been applied. If a user sets business hours in his local time zone but does not update the time zone filter, the result will not match what is expected.

📈 Monitoring

Detailed KPI Calculation and Filtering Rules

Global Call KPIs Breakdown

This chart shows us global aggregated metrics divided by the time granularity chosen in the filters. Each metric described below is aggregated by the time period shown in the date & hour column.

Date & Hour

This filter is for the time period for which data is aggregated. The timestamp shown is the beginning of the aggregation period.

Total Inbound Calls

The number of inbound calls received during the time period, answered or unanswered.

Total Outbound Calls

The number of outbound calls made by agents during the selected time period.

Answered Inbound

The number of inbound calls answered by agents.

% Answered Inbounds

The ratio of answered inbound calls out of all received inbound calls.

% Answered within SLA

The percent of inbound answered calls that were answered within the SLA, compared to the total number of answered inbound calls

% Answered within SLA / answered inbound

⚠️ Please see below for details on Answered with SLA