With the Overview dashboard, you can assess quickly the situation at a glance.
Analytics+ dashboard allows you to go one step further with unlimited data history, the ability to drill down into each metric, advanced filters and more insights on user's activity.
For deeper analysis, you can check out the other Analytics+ dashboards: Inbound+, Outbound+, Unanswered Calls+, User Activity+.
Availability of this dashboard
This dashboard is currently available to customers with the Analytics+ add-on. Only users with an Admin or Supervisor role will be able to view this dashboard.
Terms used in this dashboard
The main terms used in this dashboard are defined in the article Analytics: Terms.
Permissions
The data shown may be limited to specific numbers and/or teams based on your permissions. Learn more here.
Filters
At the forefront of the Analytics+ homepage, you will see a filter drop-down which will allow you to filter by:
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Date Breakdown (hourly, daily, monthly, custom,) *time aggregation in 24- hour time
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Inbound SLA (seconds)
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Hours (set by default from 9 a.m.-6 p.m. in your timezone)
- IVR Branch
⚠️ Please note that these pre-set filters are not customizable.
⚠️ Please also note, deleted users/teams/numbers will still be visible in the filters, even though data for these may have been deleted.
Refer to this article for more details on filters.
You will be able to change the display view of the information in your local timezone. You can do so by navigating to the upper corner of the filter section and click on the Timezone filter. Then, click on Update to populate the graphs below with the aggregated data.
You will also be able to download as a PDF, or download as a .CSV. You can do so by navigating to the upper right-hand corner of the filter section.
Drill Down Details
In Analytics+, you can utilize the drill-down feature which will provide you with precise details on your Aircall activity. Utilizing the drill-down feature will allow you to understand your metrics and empower you to utilize your resources to their fullest potential. For more information on drill downs, please visit: Analytics+: Drill down fields- Calls and Analytics+: Drill down fields- User events
KPI’s
The five tiles represent the headlines of your Call Activity and consist of:
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Inbound Calls
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Outbound Calls
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Total Calls (missed, inbound and outbound)
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Missed Inbound Calls
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% inbound in SLA (vs answered)
Feel free to hover over the question marks to get details about each tile in case something is not clear.
💡 Pro-tip: When applying filters to the tiles, please consider your phone number's hours. Within the filters, the hours will automatically be set to 9 a.m. to 6 p.m. However, if you have phone lines in different time zones and set to different opening and closing hours. Please set the filter as in between 0 and 23.
Trends
Within the Trends section, you will be able to see an overview of your Call Evolution for the selected date period as well as the most used tags.
Call Evolution
It is an interactive linear graph showing the distribution of missed, inbound, and outbound calls throughout the specified time period applied in the filter. Click on the peaks to open up a new window within the dashboard that shows a detailed breakdown of the data, also available to download by .XLS.
Most Used Tags
The most used tags is an interactive bar graph that shows the most used tags by your agents. The first bar will always show the number of calls that were not tagged for the selected period of time.
Calls Overview
This section of Analytics+ will show variations of bar graphs that detail the top missed reason, called back calls, and most active users. Do not forget that each of these graphs is interactive.
Missed Reasons
The missed reasons bar chart shows the total number of missed calls grouped by reason. Each column is divided into called by and not called back to provide a snapshot of the calls that were missed and called back by a user.
A missed call is considered called back when a user calls back within the same day and when the missed call is called back directly from the missed call detail in the To-Do Section of the phone application. This information is calculated based on a call not being called back within 24 hours.
Call Type - Week Day
This a day-by-day breakdown of inbound, outbound, and missed calls.
Inbound = green
Outbound = Blue
Missed = orange
If you need a refresher on the missed call reasons, feel free to find them here.
Users with most ringing attempts not picked-up (by this user)
These are the users with the most number of ringing attempts not picked up.
You can drill down into each ringing attempt a user didn’t pick up by clicking on the line.
If you’d like to view more than the top ten users you can find more information through the “Ringing attempts” table of the User Activity+ dashboard
Missed vs. Answered- Hour of Day
In this graph, you will be able to see a breakdown of missed vs. answered calls throughout the specific hour of your working day.
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Answered = green
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Missed = orange
Be sure to check your ringing rule when utilizing the Team feature in the Call Distribution of your phone number. If you are using the “random ring rule” this metric will not take into consideration everyone in the distribution, only those who received a call ping.
Users with most ringing attempts picked-up
These are the customers with the most number of ringing attempts picked up.
You can drill down into each ringing attempt a user picked up by clicking on the line.
If you’d like to view more than the top ten users, you can find more information through the “Ringing attempts” table of the User Activity+ dashboard
Top Users Making Calls
In this graph, you will see the breakdown of your top users proactively making outbound calls for the selected period.
⚠️ Please note: This chart will always show data for all numbers in your company, regardless of the filters applied. The filters that can be applied to this chart are: date, hours, users and time zone.
📚 Learn more in this article: Further Analytics+ and Monitoring Troubleshooting