Analytics+ Unanswered Calls+ Dashboard – Aircall

Unanswered calls can have a direct impact on customer satisfaction. For sales teams, unanswered calls can also be a source of missed sales opportunities.

The Unanswered Calls+ dashboard will allow you to keep track of how many calls are going unanswered and why, so you can ensure these are kept at a minimum.

You will be able to identify:

When the most calls are left unanswered (which times and days, and how this evolves over time)
What the main reasons are for missing calls
How well you succeed in calling back customers with missed calls

With this information you will be able to make informed improvements. For example:

Are certain calls unanswered because no agents were available? Try to identify the root cause. For example, if you identify specific busy time slots, then consider adapting your agents’ schedules.
Are certain calls unanswered because specific agents were available, but did not pick up? Consider coaching your agents.
Are certain calls unanswered because too many callers abandon the call? Consider improving your IVR menus, routing strategy, changing your ringing time, or implementing a callback strategy.

Availability of this dashboard

This dashboard is currently available to companies with the Analytics+ add-on, visible to users with admin or supervisor roles.

Overview of this dashboard

On this dashboard, you can assess your unanswered calls at a glance with the key KPIs listed at the top of the page. This enables you to identify:

when you have the most unanswered calls
what the main reasons are for your unanswered calls

⚠️ Please note: For more details on the general principles behind how the Analytics+ dashboards work, please refer to Further Troubleshooting Analytics+ & Monitoring in the Dashboard

A quick definition of each KPI or graph is given as a tooltip:

Terms used in this dashboard

The main terms used in this dashboard are described in the article Unanswered Calls Dashboard - Term Definitions

⚠️ Please note: Unanswered calls is also referred to as “missed calls” in other dashboards.

Filters available in this dashboard

Filter	Description
Date	The date range you wish the data in this dashboard to reflect. (This will include calls that start within this date range in the selected timezone)
Timezone	The timezone in which the date is selected.
Date Breakdown	For timeline graphs: the breakdown of the timeline e.g. one point per hour, day, week, or month.
Business Hours	Narrows down the data to calls that began during the selected hours (in the selected time zone).
Numbers	Filters the data to calls received on the selected phone numbers
Unanswered Call Reason	Narrow down the data to show only calls that were unanswered for a specific reason. Please note that multiple reasons can be selected at once. Please also note that this filter will apply only to unanswered calls specifically - total inbound calls across all charts and metrics will always reflect all inbound calls received, whether answered or not, and unanswered for any reason.

Top KPIs

In this section you can assess, at a glance, the big picture in relation to your unanswered calls. Specifically, you can learn:

How many calls or callers were unanswered?
How consistently do you call back customers who have their calls unanswered?

Please note: For each metric that applies to unanswered calls, these unanswered calls will be filtered by the specific unanswered call reasons selected in the filter section above.

Metric/Chart	Description
Unanswered Inbound Calls	Total number of inbound calls that were not answered % of total inbound calls: This metric displays the percentage of inbound calls that are unanswered.compared to the total inbound calls
# of Unanswered Inbound Unique Calls	Total number of callers that had at least one unanswered inbound call during the selected period % of unique callers: shows the % of callers with at least one unanswered inbound call during the period, divided by the total number of callers with at least one inbound call (answered or unanswered) during the period
Callback Request Calls Not Called Back	Calls where the caller requested a callback by pressing a key (callback request), but no user picked up the task from the to-do list to make the callback The % reflects the percentage of total number of callback requests made where the call was not returned divided by the total number of callback requests
Unanswered Inbound Calls Without a Subsequent Call	Unanswered calls that did not have a subsequent call within 24hrs A subsequent call is a call for which the same caller has been connected with an agent within 24hrs, whether an inbound call from the same caller, a callback, or any other outbound call made to the same caller. ⚠️ Please note that if there are more than one consecutive unanswered inbound calls from the same caller, and that caller is then later successfully connected to an agent (whether through an answered inbound call or an outbound call), only the final unanswered call made by that caller will be considered to have had a subsequent call. The % divides this metric with the total number of unanswered calls
Average waiting duration (unanswered calls)	Average time spent by callers from when the call starts until the call ends without that call being answered. It includes the full call time including any welcome messages and time spent in IVR Formula: cumulated waiting duration among all unanswered calls / total number of unanswered calls

For Unanswered Inbound Calls, you are also able to further drill down into the data:

Drill Down on Unanswered Calls:

Allows users to further analyze the data, create their own KPIs, and drill down to the root cause of missed calls

When do you have the most unanswered calls?

In this section you can identify when you receive the highest volumes of unanswered calls:

During which time slot of the week?
What is the trend over a given period, and can you identify any peak periods?

Tip: once you have identified a specific date and/or time slot where unanswered calls were at their highest or lowest, focus on this specific date/time using filters:

Date: to focus on a specific day or range of days;
Business hours: to focus on a specific time of the day.
Unanswered call reason: to focus on calls unanswered for one or several specific reasons. Please note that this filter will only apply to unanswered calls specifically.

Metric/Chart

Description

Unanswered Calls by Weekday/Hour

Total number of unanswered inbound calls over the selected period, split per weekday and time of the day

Unanswered Calls Evolution

Evolution of the % of unanswered inbound calls versus the total number of inbound calls

You are able to further drill down into the data:

Drill Down on Unanswered Calls per Time Slot:

Drill down on Unanswered Calls Evolution:

Allows users to drill down to the root cause of unanswered calls that took place within a specific time slot

What are the reasons for unanswered calls?

In this section you can identify the reasons for your unanswered calls and how this evolves over time:

Are the calls unanswered because no agents were available?
Are the calls unanswered because specific agents were available and did not pick up?
Are the calls unanswered because too many callers abandoned the call before it was answered?

Please note that both charts in this section may be filtered by one or several selected unanswered call reasons. This filter will apply only to unanswered calls specifically.