Aircall’s Stats are calculated at the number level. With Smartflows Call Routing, IVR options that may have previously been distinct numbers are now branches within one number.
So, how can Admins visualize and report on call volume based on IVR options selected? There are two options to achieve this.
Option 1: Leverage call forwarding to connect distinct numbers
Let’s say I have an IVR with two key options, which routes calls to my Sales team on Key 1 and my Support team on Key 2. My IVR will look like this in the Smartflow Editor.
Now, I’ll add the “Ring To” widget under Key 1. Instead of choosing an agent or team, I’ll route to another Aircall number. In this instance, I’ll route to a number called “U.S. Sales”.
I’ll do the same for Key 2 and route calls to a number called “U.S. Support”.
When a call is answered on either “U.S. Sales” or “U.S. Support,” the call will continue on in the call distribution that has been configured for each of those numbers.
In the Stats section of the Aircall Dashboard, I will now be able to track call activity on “U.S. Sales” and “U.S. Support”, helping me understand which IVR option my customers are most often choosing, and what happens after they connect with a sales or support representative. To do so, I can navigate to the “Overview” tab and select the number or numbers I would like to track.
This solution can be repeated for however many IVR options your business has. It can also be used for multi-level IVRs by repeating the same steps on additional IVRs in separate Aircall numbers.
Option 2: Route calls to teams, and filter by teams in the Analytics tab
Here is another option to understand call volume based on IVR options. Using the same example as “Option 1”, let’s say I have the same IVR setup with Key 1 routing calls to Sales and Key 2 routing calls to Support.
Again, I’ll add the Ring To widget under each IVR branch. This time, I’ll select a team and assign them to that branch.
For Key 1, I’ll route calls to the U.S. Sales team. For Key 2, I’ll route calls to the U.S. Support team.
In the Stats section of the Aircall Dashboard, under the “Analytics” tab, I can now choose to filter my call data by team. For my filter, I can select “Sales”, “Support”, or both to visualize and report on call data specifically for those teams.
Please note that filtering by teams only applies for inbound answered calls. To report on other call outcomes, we recommend using Option 1 as a solution.
Also, please note that if another Aircall number also routes calls to either “Sales” or “Support,” that call activity will be reflected in this method as well.