Analytics Essential: Overview dashboard

The Overview dashboard, located in the Analytics section of the Aircall Dashboard, provides a consolidated view of your company’s activity across calls, messages, and AI Voice Agent usage. It is designed to help you understand performance at a glance, investigate trends, and identify areas requiring action.

The dashboard is divided into five tabs:

• General Performance

• Inbound

• Outbound

• Messages

• AI Voice Agent (only shown if your account has the AI Voice Agent add-on)

Each tab includes its own dedicated KPIs, charts, and filters.

Note: For more information about key terms, call attributes and metrics, refer to the following articles:
• Analytics: Terms
• Analytics: Metrics
• Analytics: Call attributes

Who can access it

The Overview dashboard is available to users with Admins and Supervisors roles.

The data shown may be restricted based on your number and team permissions. Please visit our article Understanding permissions in Analytics for more details.

What you can do with this dashboard

With the Overview dashboard, you can:

• Understand call activity and trends across inbound and outbound calls.

• Measure performance against key indicators such as missed calls, service level, connected rates, and talk times.

• Monitor SMS, MMS, and WhatsApp message volumes.

• Assess the impact of your AI Voice Agent, including how many calls it handles and for how long.

• Compare performance to previous periods using automatic trend indicators.

• Export data for further analysis.

Important: The Overview+ dashboard is not a real-time dashboard. For live insights, use Live Monitoring dashboard instead.

Key terminology

For definitions of key terms used in this dashboard, refer to the article Analytics: Terms. You can also find a quick definition of each KPI or graph in its tooltip.

General tip

Filters

Most tabs share the same set of filters. One exception is the Messages tab. For general guidance on using filters, see Applying filters (other dashboards).

Common filters on all tabs: General Performance, Inbound, Outbound, Messages & AI Voice agents

Filters for General Performance, Inbound, AI Voice Agent tabs only

Note: Deleted numbers may still appear in the filter lists.

Exporting data from the Overview dashboard

You can export the data shown in the Overview dashboard for additional reporting or analysis.

Exporting the Overview dashboard

1. Click Export in the top right of the dashboard.

2. In the export modal, choose your export format: PDF, CSV, or XLSX.

3. Confirm your selection and generate the export.

Additional details:

• Only the current tab is exported.

• Exported files are delivered in a compressed .zip file.

CSV and XLSX exports

• Exports include all tiles except single-value tiles.

• A warning about this is displayed in the export modal.

• All filtering options applied on the tab are reflected in the exported data.

PDF exports

• The export generates one PDF per tab.

• PDFs include all tiles displayed on the tab.

• Filters and the navigation bar are not visible on the PDF. Only charts, titles, and descriptions appear.

• The filtering options applied on the tab are described in text on the PDF.

Navigating the Overview dashboard

The Overview dashboard is organized into several tabs. Each tab focuses on a specific part of your activity.

General Performance tab

This tab gives a high-level overview of your entire call activity.

• Key performance indicators (KPIs):

• Total calls evolution: A stacked bar chart showing inbound and outbound calls over time based on your selected date breakdown.
• Tags: In this section you will see what percentage of the Total calls do not have any tags applied, and a pie chart showing the most used tags broken down by percentages. The untagged % will take into account all calls that are untagged (both missed and answered).

Tip: Hover over each tag piece of the pie chart to see the number of times each tag was used.

• Calls by last participant: The last participant is the user who ends the call. This sortable and exportable table lists, for each user: 
  • Total calls finalized
  • Inbound calls finalized
  • Outbound calls finalized

Inbound tab

This tab provides detailed insights on inbound call performance, including service levels, waiting times, missed reasons, and AI Voice Agent handling.

• Key performance indicators (KPIs):

Note: Waiting time includes welcome messages, IVR steps, and ringing time.
For definitions of missed call reasons, see Missed, Unanswered, & Abandoned Call Classifications.

Note: If your account does not have the AI Voice Agent add-on, AI Voice Agent-related KPIs and filters are not displayed in this tab.

• Count of missed inbound calls per missed reason: a stacked bar accompanied by a list showing the percentage of missed calls for each reason.

Tip: Hide individual reasons in the chart by clicking labels in the legend. For more details on the reasons, refer to the article Missed, Unanswered, & Abandoned Call Classifications.

Note: In this breakdown of missed calls, a call in which a customer requests a callback (i.e. by pressing the * key) will be considered a callback request. For more information about callback requests, check our article Managing callback requests.

• Total inbound calls evolution: A time-based breakdown showing answered and missed calls grouped by missed reason.

Outbound tab

This tab focuses on outbound productivity and connected call performance.

• Key performance indicators (KPIs):

• Outbound calls evolution: A stacked bar showing connected and not connected outbound calls over time.

Tip: Click labels to hide or show connected or not connected calls.

Messages tab

This tab shows SMS, MMS, and WhatsApp activity.

• Key performance indicators (KPIs):

Note: SMS segment data is complete from 16 January 2024. MMS does not use segments.

• Total messages evolution: A stacked bar chart showing all SMS, MMS, and WhatsApp activity over time.
• WhatsApp template usage per country and type: Review your outbound activity and estimate your WhatsApp bill, tracking the number of messages sent by type, country and template category.
• Drilldown from single-value metric: Click a single-value metric, such as Outbound SMS, to drill down and view more details about those messages for the selected period and filters.

AI Voice Agent tab

This tab isolates insights specifically related to AI Voice Agent activity within inbound calls. This tab is only shown if your account has the AI Voice Agent add-on.

• Key performance indicators (KPIs):

This tab helps you understand how much of your inbound volume is handled by AI, how long the AI Voice Agent interacts with callers.