The User Activity+ dashboard in Analytics+ helps you track and optimize user performance across your organization. Whether you manage a sales or support team, this dashboard gives you a complete view of user productivity, time allocation, and call handling efficiency.
If you want to see a list of metrics used in Aircall's analytics dashboards, please visit our article Analytics: Metrics.
Who can access it
The User Activity+ Dashboard is available for companies with the Analytics+ add-on. Access is granted to users with admin or supervisor roles.
The displayed data may be limited by your permissions, including visibility to specific numbers or teams. Please visit our article Understanding permissions in Analytics for more details.
What you can do with this dashboard
It allows you to identify:
- The number and duration of calls handled by each user.
- How users distribute their time between being available, busy, or not available.
- Missed calls and their reasons.
- Top and underperformers through comprehensive leaderboards.
This data helps you make informed decisions on coaching, staffing, and process improvements.
Important: The User Activity+ dashboard is not a real-time dashboard. For live insights, use Live Monitoring instead.
Overview of sections in this dashboard
The dashboard is divided into several key sections:
Overview: Displays core KPIs that summarize user activity and performance at a glance.
- Learn how many calls users are handling: Compares user productivity based on call volumes.
- Learn how long users are spending on each call: Shows average call durations by user.
- Learn how long users are spending in each status: Provides insights into how users allocate their connected time.
- Explore and export the data: Offers complete datasets for deeper analysis and export.
Note: Only the top 15 users by call volume are displayed on the first four sections. Use the Explore and export the data section to view more.
Key terminology
This dashboard uses specific terminology to describe call and user metrics. The most relevant ones are:
- Answered inbound call
- Connected outbound call
- User status
- After Call Work (wrap-up)
For definitions of the key terms used in this dashboard, refer to the article Analytics: Terms.
General tips
| Tip | Description |
|---|---|
| Hide and show elements of a graph | Click directly on the legend to hide a metric. Click again to display it. |
| Sort data tables | Click any column header to sort the data. |
| Export | Learn how to export your data in our article Export data options in Aircall Analytics. |
| Tooltips | Hover over the “ℹ” icon for quick in-dashboard guidelines. |
| Data limits | Tables can display up to 5,000 entries. Use filters to narrow your search. |
| Drill down |
On most metrics in this dashboard (except percentages), you have the option of drilling down into the individual calls comprising the metric, for further investigation. See the list of drill down fields in our article Analytics+: Drill down fields Network Diagnostics |
Filters
Use the filters at the top of the page to refine the data displayed in charts and tables. For general guidance on using filters, see Applying filters (other dashboards).
| Filter | Description |
|---|---|
| Date | Defines the date range for calls or user events displayed. |
| Hours (formerly Business hours) | Restricts data to events occurring within specific hours. |
| Timezone | Sets the time zone applied to selected dates and hours. |
| Users | Filters the dashboard to specific users. |
| Users belonging to team | Shows data linked to users in a selected team. Missed calls are excluded if multiple users were called simultaneously. |
| IVR Branch | Filters by the final IVR menu option chosen by the customer before the call was answered or missed. |
Some filters apply only to specific charts or KPIs, such as:
| Filter | Description |
|---|---|
| Numbers | Limits data to calls received or made on selected phone lines. |
| Tags | Filters data to calls with specific tags applied. |
| Min Outbound In Call Time (sec) | Includes only outbound calls longer than a set duration. Default: 0 seconds. |
Navigating the User Activity+ Dashboard
Overview
This section summarizes key metrics about user activity and performance. Use it to answer: How many calls are my users handling?, How much time do they spend on calls?, How do they allocate time across statuses?
- Key performance indicators (KPIs)
| Metric | Description | Drill down available | Calculation | Filters / Notes |
|---|---|---|---|---|
| Answered inbound calls | Total number of connected inbound calls. | Yes | Count | All filters apply |
| Connected outbound calls | Total number of connected outbound calls. | Yes | Count | All filters apply |
| Avg in call time (inbound) | Average duration of connected inbound calls. | Yes | Total inbound in-call time / Answered inbound calls | All filters apply |
| Avg in call time (outbound) | Average duration of connected outbound calls. | Yes | Total outbound in-call time / Connected outbound calls | All filters apply |
| Avg After Call Work time | Average time users spend on after-call work. | No | Total ACW time / Number of ACW events | Only the Date, Hours, Timezone, and Users filters apply |
| % Busy | Percentage of total connected time spent on calls or ACW. | No | Busy time / Total connected time | Only the Date, Hours, Timezone, and Users filters apply |
| % Available | Percentage of connected time users are available for calls. | No | Available time / Total connected time | Only the Date, Hours, Timezone, and Users filters apply |
| % Not available | Percentage of connected time users are unavailable (e.g. on break). | No | Not available time / Total connected time | Only the Date, Hours, Timezone, and Users filters apply |
Tip: If availability or busy percentages are too high or low, consider reviewing team efficiency or staffing levels.
If you want to see a list of metrics used in Aircall's analytics dashboards, please visit our article Analytics: Metrics.
Learn how many calls users are handling
Use this chart to compare call volumes for each user. It shows the proportion of inbound answered calls to outbound connected calls, sorted by total calls.
The Drill down is available to view individual calls and outbound connected calls can be filtered using Min Outbound In Call Time (sec) to focus on meaningful interactions.
Note: Refer to the Overview section for definitions of the metrics used in these charts.
Learn how long users are spending on each call
This section compares user productivity by average call duration for inbound and outbound calls.
Each chart displays the distribution of total time spent per call type.
The Drill down is available for individual call details.
Note: Refer to the Overview section for definitions of the metrics used in these charts.
Learn how long users are spending in each status
Analyze user productivity by status time allocation. Each chart shows what percentage of connected time users spend in each status (for example, in call, available, or on break).
| Metric | Description | Drill down | Calculation |
|---|---|---|---|
| % Time in each status | Percentage of total connected time spent in a specific status. | No | Status time / Total connected time |
| Time in each status | Total time in a specific status. | No | Sum of status time |
Note: This section excludes offline and ringing time. Data is shown for the 15 users with the highest in-call time.
Note: For more information about what the different user statuses mean, please visit our article Analytics: User status list.
Explore and export the data
This section provides leaderboards across multiple metrics, allowing comparison and export of user performance data. Drill down is available for Call volume and time and Ringing attempts.
| Table | Description | Applicable filters |
|---|---|---|
| Call volume and time | Displays inbound/outbound call metrics and durations. | All filters |
| Work time and availability | Shows user work status metrics and time distribution. | Date, Hours, Timezone, Users |
| Ringing attempts | Shows number of calls users were notified of, picked up, or missed. | Date, Hours, Timezone, Users |
| Avg After Call Work time per user | The total time spent by the agent/user in After Call Work (wrap-up). | Date, Hours, Timezone, Users |
If you want to see a the definition of the metrics used in this section, please visit our article Analytics: Metrics.
Note: In call (status) time differs from the sum of inbound and outbound in call times, as it includes internal calls and measures time per participant rather than per call.
By using the User Activity+ dashboard, you can gain actionable insights into your team’s efficiency, ensure workload balance, and identify both top performers and improvement opportunities across your organization.
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