Looking to see your call activity in real-time? Aircall's Live Feed displays real-time metrics of your activity and is available through the Professional or Custom plans (previously Enterprise) and is a great tool for admins to view their service level at a glance.
How to access the Live Feed
-
Log in to the Dashboard
-
Click on Activity Feed located in the navigation menu on the left-hand side of the screen
-
Switch on the Live Feed by clicking on the icon in the right-hand corner of the page
-
Feel free to adjust the Live Feed to the Full-Screen view by toggling on the Full-Screen button located on the left-hand side of Live Feed
The Live Feed feature will include all availability statuses, and users will be able to have a clear idea of how many agents are currently in each status.
User Availability
Under the User Availability section, you can check how long agents have been in their current status (available, unavailable, on a break, out for lunch, in training, back-office after call work, in call, offline).
Inside each status, agents are ordered by the amount of time they have spent in that status (in descending order):
Important notes:
⚠️ Please note that in the Live View, only the last 40 items will appear from this view. The view will update as new calling activity occurs.
⚠️ In some cases, the time spent in the available status, as displayed in the Live Feed, will not match the "idle time" used to direct calls to the agent with the longest idle time:
-
When an agent activates the “forward call to an external number” feature, the time displayed in the Live Feed is refreshed, but the idle time is not reset.
-
When an agent is connected to both the Aircall Mobile app and the Desktop or Web app, if the agent logs out from the Desktop or Web app, the time displayed in the Live Feed will reset, but not the idle time of the agent.
-
When an agent is logged in to multiple applications, changing their status to unavailable resets both the idle time and the time displayed in the Live Feed.
How does the Live Feed Work?
The Live Feed is composed of three main sections:
-
Real-time metrics
-
Real-time calls
-
User Availability
Real-time metrics
-
Service level: Evaluate the quality of your call center by knowing the percentage of inbound calls answered below a specific threshold, (chosen by the Admin). For example, if the service level is 30 seconds, the exact calculation is service Level = (# of inbound calls answered in less than 30 seconds) / (# of inbound calls answered in total). The SLA in the livefeed includes any time spent in the welcome message and/or IVR in the calculation. It is calculated for the entire day (starting from midnight UTC). The service level is filterable by number, user and team.
-
Calls Waiting: Know the exact number of inbound calls currently waiting for an answer and see which numbers are in your caller's queue by hovering your cursor over the Calls Waiting box.
-
Missed calls in the last 30 minutes: Know the number of calls you have missed during the last 30 minutes.
-
Longest waiting time: This allows you to know which customer has been waiting for an answer from your team for the longest amount of time and who is currently still on hold.
-
The average waiting time in the last hour: Check the average waiting time of all inbound calls answered during the previous hour.
-
User's availability: We display the users attached to a line and their respective statuses.
Live Calls
In this section, you can see all ended or ongoing inbound and outbound calls. You are also able to listen to all calls for all users by accessing the Call Coaching feature. Please note the time listed for each call will be shown in the timezone your computer is currently set to.
Filters
For each metric/section, you will have filters that can be applied for more specific data. The filters for each metric/section are as follows:
-
Service Level :
Numbers,Users,Teams -
Calls waiting:
Numbers -
Missed calls:
Numbers -
Longest waiting time:
Numbers -
Average waiting time:
Numbers -
Live calls:
Numbers,Users,Teams,Call type -
Users availability:
Numbers,Users,Teams