Skip to main content
Submit or View Requests
Deutsch Español (España) Français (France)

Analytics+: Monitoring Dashboard

Jordan W.
  • Updated

Monitoring Overview

  • Global KPI’s Breakdown

  • Number KPI’s Breakdown

  • User KPI’s Breakdown

  • Last Week’s User Availability

Through Analytics+, you will also have access to a secondary dashboard called Monitoring. Once you have qualified for access to Analytics+, the Monitoring dashboard will be included in the package. This dashboard provides the ability to drill down on your users, teams, and lines on an hourly basis through several interactive charts and data exports via .CSV file.

Monitoring provides a micro view of the activity within your team and on your phone lines, which ultimately, will allow you to track and measure your company’s KPIs and to use Aircall to its full potential.

As with the Analytics+, you will be able to make use of new advanced filters that allow you to break down your data by user, team, and line activity.

How to access Monitoring

  • Log in to the Dashboard

  • Select Analytics located in the navigation menu on the left-hand side of the screen

  • Click on Monitoring

  • Use the filters to sort through the data you’re looking for

  • Click on Update located on the right-hand side of the page

image (1).png

Filters

At the header of the Monitoring page, you will see a filter drop-down which will allow you to filter by:

  • Date

  • Date Breakdown (hourly, daily, monthly) *time aggregation in 24- hour time

  • Business Hours

  • User

  • Inbound SLA (in seconds)

  • Timezone

⚠️ 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.

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.

The data displayed in each chart be defined by the selected data period applied in the filters. Do keep in mind that the chart is interactive and provides the ability to hover over elements and click on data to get more of a drill-down of the data.

Global Call KPI’s Breakdown

The Global Call KPI’s chart allows you to view specific performance details on your lines in Aircall through the following fields:

  • Date & Hour
  • Total inbound calls
  • Total outbound calls
  • Answered inbound
  • Percent Answered inbound
  • % inbound in SLA (vs answered)
  • Missed inbound calls
  • Missed inbound without subsequent call
  • Percent Missed inbound without subsequent call*
  • Callback request inbound calls
  • Callback request called back inbound calls
  • Callback request not called back inbound calls
  • Average inbound duration
  • Average outbound duration
  • Average wait time to answer
  • Average wait (abandon)
  • Average wait time
  • Average time in IVR
  • Inbound in SLA

*The data provided on missed calls is calculated within the 24-hour period.

⚠️ For more information on Inbound/Outbound durations, please visit Further Troubleshooting Analytics+ & Monitoring in the Dashboard.

⚠️ Inbound SLA does not take into account the time a caller spent in an IVR or welcome message.

Number KPI’s Breakdown

In this chart, you’ll have access to your call KPI’s grouped by your numbers. This data will be drilled down into the following fields:

  • Number
  • Total Inbound Calls
  • Total Outbound Calls
  • Answered inbound
  • Percentage of answered inbound
  • % inbound in SLA (vs answered)
  • Missed inbound calls*
  • Missed inbound without subsequent call*
  • Percentage missed inbound without subsequent call
  • Callback request inbound calls
  • Callback request called back inbound calls
  • Callback request not called back inbound calls
  • Average inbound duration
  • Average outbound duration
  • Average wait time to answer
  • Average wait (abandon)
  • Average wait time
  • Average time in IVR
  • Inbound in SLA

*The data provided on missed calls is calculated within the 24 hour period.

*For more information on Inbound/Outbound durations, please visit Further Troubleshooting Analytics+ & Monitoring in the Dashboard.

IVR Branch KPI’s Breakdown

In this chart, you’ll have access to your call KPI’s grouped by IVR Branch.

This is the specific IVR Branch selected in the filter was the last IVR Branch chosen by the customer (i.e. menu option chosen), before the call was unanswered or answered.

You should name the IVR Branches on Smartflows to see them appear on the dashboard.

This data will be drilled down into the same fields as the one presents in Number KPI’s Breakdown

User KPI’s Breakdown

The User KPI’s Breakdown allows you to see microdata on your users' and teams' call and application activity. You will see the information categorized into the following sections:

  • User
  • Inbound ringing attempts
  • Connected outbound calls
  • Picked up (by user)
  • % inbound in SLA (vs answered)
  • Not Picked up (by user)
  • Subsequent calls after missed call
  • Declined inbound by user
  • Transfers by user
  • Total Talk Time
  • Total connected calls
  • Average Talk Time
  • Total inbound talk time
  • Average inbound talk time
  • Total outbound talk time
  • Average outbound talk time
  • Est. time on hold
  • Total time on available status (desktop)
  • Total Time on Available status (mobile)
  • Total Time on In Call status
  • Total Time on Do Not Disturb status
  • Total Time on After Call Work status
  • Total time on in training status
  • Total Time on a break status
  • Total Time on out for lunch status
  • Total time on back office status
  • Total time on other status

⚠️ Please note: After-call work takes into consideration the time spent in wrap-up time or stuck in mandatory call tagging if activated

⚠️ Please note that each status duration is calculated from the start date chosen in the filter until the date the user status is changed. The end date of the filter is thus discarded.

Example

An agent becomes available at 11:00pm on the 20th of March and becomes not available again at 3:00am on the 21st of March:

  • If you filter for only the 20th of March, the total available time will be 4 hours
  • If you filter for only the 21st of March, the total available time will be 0 hours

Last Week’s User Availability Overview

In this chart, you will see information about individual agents’ phone activity for the previous week only. This is displayed by:

  • User Name

  • The first time in the day when the user was available

  • The last time during the day when the user was available

  • The total time during the day the agent was available

⚠️ Please note: These data metrics are based on the availability status of an agent and only take into account the status available (when the agent is able to receive calls).

If you would like to get more insights on how Analytics+ can help your team, simply reach out to your Sales or Account manager to request a demo.

📚 If you would like to learn more about the Analytics+ Dashboard, refer to our guide.

Related articles