Analytics+ Overview
With Analytics+, Aircall offers the ability to manage your team’s performance from a bird's eye view. This Dashboard provides the ability to zoom in on your call activity through several interactive graphs and data exports via .XLS file.
Geared towards teams that need to dig deep into readily available data, you will be able to hone in on the most used tags, the top users making, receiving, and missing calls, and make use of new advanced filters that allow you to break down your data by user, team and line activity.
What is not available in Analytics+?
Analytics+ is unfortunately not customizable at this time. We worked with a partner to build the available graphs and tables so that you can drill down into specific types of data. We have performed a field study of the most requested and consulted data and built what we feel is the most helpful for our customers.
This new feature is also not to be confused with Aircall’s Activity Feed which allows you to see real-time analytics and monitoring of your agents and lines with an automatic auto-refresh.
⚠️ Analytics+ is not a real-time dashboard. Please see the article Further Troubleshooting Analytics+ & Monitoring in the Dashboard for more information on the refresh rate applicable to Analytics+.
How Can I Get Access?
If you are already a customer and interested in exploring Analytics+ please contact your Customer Success Manager to see if you qualify. If you are new to Aircall and currently in a trial, simply reach out to your Sales Manager to see how you can qualify.
How does Analytics+ differ from Analytics Pro?
As with Analytics+, the Aircall Analytics Pro feature provides an outlook on your team's performance. However, the biggest difference notably in Analytics+ is the ability to have precise data-driven snapshots available at hand. Whilst in Analytics Pro, the ability to retrieve the data will have to be manually performed by an admin once exported via .XLS file.
Accessibility is the second difference between the two; Analytics Pro is only available through the Professional Plan, while Analytics+ is offered at an ad-hoc level.
What’s the difference between Overview, Analytics Pro, and Analytics+?
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Feature |
Plan |
Capabilities |
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Essentials |
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Analytics |
Professional |
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Analytics+ |
Ad-hoc |
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Now let’s take a closer look at how Analytics+ can help your team be successful in Aircall.
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.
Some drill-downs are not available, if you see the message “drill down not available”, don’t hesitate to reach out to your Success Manager to see if a drill-down is possible.
📚 Learn more about the new Monitoring section here.