The User Activity + dashboard allows you to track and optimize the overall activity and performance of your users, whether you are a support team or sales team leader.
You will be able to identify:
- the productivity of users in terms of the number of calls they’re making, and the duration of these calls;
- the distribution of their time between time spent available, busy on calls or not available for any other reason (training, on a break, etc.);
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the calls not picked up and why they were not picked up;
- any outliers in performance (whether top performers or those who may require special attention) through leaderboards covering multiple facets of performance.
This information will then allow you to respond quickly and appropriately, whether through training, coaching, staffing adjustments, and more.
⚠️ Please note: This is not a real-time dashboard. To view user activity in real time please use the Live Activity feed. Please see the article Further Troubleshooting Analytics+ & Monitoring in the Dashboard for more information on the refresh rate applicable to Analytics+.
Availability of the User Activity + dashboard
Only users with an Admin or Supervisor role will be able to view this dashboard.
Outline of the User Activity + dashboard
On this dashboard you will find the following sections:
| Section | Description |
| Overview |
Use these KPIs to assess the activity and performance of your users at a glance. Answer questions like: How many calls are my users handling? How much time are they spending on calls? How much time are they spending in a certain status? |
| Learn how many calls users are handling* | Assess and compare users' productivity through their call volumes. |
| Learn how long users are spending on each call* | Assess and compare users' productivity through their call durations. |
| Learn how long users are spending in each status* | Assess the productivity and efficiency of your users by comparing how much time they spend on breaks, doing certain tasks, or waiting for incoming calls. |
| Explore and export the data | A full leader board with all metrics for all users, allowing you to the explore the data further or export to create your own metrics. It also includes the number of calls not picked up per user, with the ability to drill down and identify why. |
⚠️ These sections show data for up to 15 users. Should you need to see data for a higher number of users, please refer to the final section of the dashboard, Explore and export the data.
Terms used in the User Activity+ dashboard
The main terms used in this dashboard are defined in this article. In particular, we draw your attention to the following definitions:
You will also find user statuses defined here.
Filters used in the User Activity + dashboard
| Filter | Description |
| The following filters apply to all parts of the dashboard visible on the screen | |
| Date |
The date range you wish the data in this dashboard to reflect. The dashboard will include calls or user events that begin within this date range in the selected timezone. |
| Hours (formerly Business hours) |
This narrows down the data to calls or user events that began during the selected hours (in the selected time zone). For more details on how to use this filter, please see "Hours" |
| Timezone |
The timezone in which the selected date and hours will take place. |
| Users | The specific users to which you wish the data to relate. |
| Users belonging to team |
This filter displays all calls and events linked to users in the selected team at the time of the call or event. Please note that filtering by Users belonging to team removes all unanswered inbound calls for the reason that missed calls cannot be related to a single user if several users don’t pick up. Please refer to this article for more details. |
|
IVR Branch |
This will filter data by calls where 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. For more details, see here. |
| The following filters will apply to only certain sections, charts, and KPIs in this dashboard. Where only certain filters apply to a given section, chart or KPI, this is specified in the section descriptions below. | |
| Numbers | This filters the dashboard by calls received on the selected phone numbers (in the case of inbound calls) or calls made from this line (in the case of outbound calls). |
| Tags |
This filter allows you to filter by one or several tags. If a call has one of the selected tags applied to it, data relating to this call will be included in the dashboard. Calls that do not have the selected tags applied will not be included in the data shown. Please note that, by default, calls with no tags or with any tags shown will be included in the data shown. |
| Min Outbound In Call Time (sec) |
This will filter the data by outbound calls that lasted more than the defined number of seconds (i.e. where the user was connected to the recipient or its voice responder for more than X seconds). This filter can be used, for example, to focus on outbound calls that resulted in a meaningful conversation between the user and the recipient. Please note that the default value of this filter is 0, meaning that all connected outbound calls are included in the data shown in this dashboard. |
For more details on how to use these filters, please read more here.
General Tips
| Tip | Description |
| Hide and show elements of a graph |
If you would like to remove a specific metric from a graph, click directly on the legend. Click on the legend again to make it reappear. |
| Sort data tables | Sort data tables by any column by clicking on the column heading. |
| Drill down |
For some metrics (please see details below), you have the option of drilling down to access the individual calls composing the metric for further investigation. See the list of drill down fields here. On the Ringing attempt tables, you will also be able to drill down to access the individual events composing the metric for further investigation. In particular, you can drill down on the reasons why a call was not picked up. See the list of drill down fields here. |
| Export | Read how to export the data here. |
| Tooltips | Hover over the "ℹ" icon to access quick guidelines from within the dashboard itself. |
| Limit the number of lines in a data table |
Data tables can’t display more than 5000 elements. Once you reach that limit, use filters to narrow down your search further. |
Now, we will look at the different sections of the dashboard in more depth, starting with the Overview.
Overview
Use these KPIs to assess the activity and performance of your users at a glance. Answer questions like:
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How many calls are my users handling?
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How much time are they spending on calls?
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How much time are they spending in a certain status?
| Metric/Chart | Description | Is drill down available? | More details |
| All filters apply to the following metrics: | |||
Answered inbound calls |
The number of inbound calls for which the agent/user and the caller were connected. |
Yes |
Type: Number of.. Calculation: Answered inbound calls |
Connected outbound calls |
The number of outbound calls made by the selected users/agents where the call was connected with the recipient (or the recipient’s automatic voice responder). | Yes |
Type: Number of.. Calculation: Connected outbound calls |
Avg in call time (inbound) |
The average time spent by the user/agent in a connected call with the caller. Please note: In case of call transfers, this metric includes the time beginning from the moment the first user/agent is connected with the inbound caller, and ends at the moment the call ends. |
Yes |
Type: Duration Calculation:In call time (inbound)/Answered inbound calls |
Avg in call time (outbound) |
The average time spent by the user/agent in a connected outbound call with the call recipient (or its automatic voice responder). | Yes |
Type: Duration
Calculation:In call time (outbound)/Connected outbound calls |
| Only the Date, Hours, Timezone, and Users filters apply to the following KPIs: | |||
Avg After Call Work time |
The average time spent by the selected users/agents, per inbound and outbound call, on after call work. | No |
Type: Duration Calculation:After Call Work Time / After Call Work (i.e. the total after call work time divided by the number of times after call work was carried out) |
% Busy |
The percentage of time in which the selected users/agents was busy with a phone call (whether in a call or in after-call work), excluding ringing time. | No |
Type: % Calculation: % Busy time / Total connected time Tip: The higher this percentage, the more users are actively working on calls. |
% Available |
The percentage of time where the selected users/agents were available to make or receive calls. |
No |
Type: % Calculation: % Available time / Total connected time Tip: If this percentage is too high or too low, you might reconsider your staffing levels or the efficiency of your team, for example. |
% Not available |
The percentage of time where the selected users/agents were not busy (on a call or engaged in after-call work) but were not available to receive a call (for example, they were on a break). |
No |
Type: % Calculation: % Not available / Total connected time Tip: If this percentage is too high and your team are not able to take enough calls, you might wish to deep dive into the specific reasons for being not available (e.g. on a break, in back office) and respond accordingly (e.g. team training, staffing adjustments, etc.) |
Learn how many calls users are handling
Use this graph to assess and compare users' productivity through their call volumes.
This chart shows, for each user displayed, the proportion of inbound answered calls to outbound connected calls for each user, sorted by the total number of calls (inbound answered + outbound connected).
Notes:
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Inbound answered calls:
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Please refer to ‘inbound answered calls’ in the Overview section of this article to understand how this metric is calculated.
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Reminder: in the case of transferred calls, only the last participant that answers the call will be included.
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Outbound connected calls:
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Please refer to ‘outbound connected calls’ in the Overview section of this article to understand how this metric is calculated.
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This chart only includes outbound calls that are connected. Use the Min Outbound In-Call Time filter to filter by calls that last more than a certain duration, and focus on calls where the user/agent really engages with the call recipient.
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This chart shows only the top 15 users with most calls - use the Explore and export the data section below to see data on more users.
- Please note that drill down is available for this chart. More details on drill down are available here.
Learn how long users are spending on each call
Use these graphs to assess and compare users' productivity through their call durations.
These charts display the distribution of the time each user has spent in inbound calls and connected outbound calls.
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This section shows data for up to 15 users. Should you need to see data for a higher number of users, please refer to the final section of the dashboard, Explore and export the data.
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Please refer to ‘Avg in call time (inbound)’ and ‘Avg in call time (outbound)’ in the Overview section of this article to understand how these metrics are calculated.
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Please note that drill down is available for these charts. More details on drill down are available here.
Learn how long users are spending in each status
This section allows you to assess your users' level of productivity by reference to their user status. Use this section to ask yourself: if your users aren’t making or answering enough calls, does their time spent in certain statuses indicate a reason for this? For example, they might be spending too much of their time on a break, or working on admin (back office).
This chart provides the breakdown of connected time each user spends in each status (such as in a call, or out for lunch). For each user, each line represents 100% of the agent’s total connected time*, broken down by the % of that time spent in each status.
*This total time does not include any time spent offline, or ringing time.
Notes:
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Only the following filters apply: date, hours, timezone, and users.
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This chart only displays data for the top 15 users in terms of in call time, sorted by most to least in call time. Should you need to see data for a higher number of users, please refer to the final section of the dashboard, Explore and export the data.
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Hover over each status to view the time spent in each status in terms of percentage and total time. For example:
More details on the metrics contained in this chart:
| Metric | Description | Is drill down available? | More details |
| Only the Date, Hours, Timezone, and Users filters apply to the following metrics: |
|||
% Time in each status |
The percentage of time the user/agent spent in a specific status, within the selected period, while connected to Aircall. |
No |
Type: % Calculation: % [Status name] time (e.g. 'Back Office time') / Total connected time |
Time in each status |
The total time spent by a user/agent in a specific status, within the selected period, while connected to Aircall. |
No |
Type: Duration Calculation: [Status name] time (e.g. 'Back Office time') |
Explore and export the data
This section displays leaderboards for all selected users across multiple metrics, allowing you to explore the data further and compare all users. You may also use this section to export all selected user data in relation to all metrics displayed across the two categories: call volume and time, and work time and availability.
| Call volume and time |
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| Work time and availability |
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Ringing attempts (picked up, not picked up) |
This table displays, for each selected user:
You will also be able to drill down to access the individual events composing the metric for further investigation. In particular, you can drill down on the reasons why a call was not picked up. See the list of drill down fields here. |
Call volume and time
This table contains the following KPIs for each user:
| Metric | Description | Is drill down available? | More details |
Answered inbound callsConnected outbound callsAvg in call time (inbound)Avg in call time (outbound) |
Please refer to the Overview section above for descriptions of each metric. | ||
(Total) In call time (inbound) |
The total time spent by the user/agent in a connected call with the inbound caller. Please note: In case of call transfers, this metric includes the time beginning from the moment the first user/agent is connected with the inbound caller, and ends at the moment the call ends. |
Yes |
Type: Duration Calculation: In call time (inbound) |
(Total) In call time (outbound) |
The total time spent by the user/agent in a connected call with the call recipient (or its automatic voice responder). | Yes |
Type: Duration Calculation: In call time (outbound) |
|
Outbound calls |
The total number of outbound calls, made by the selected users/agents whether connected or not, for any duration. |
Yes |
Type: Number of.. Calculation: See description |
Ringing attempts
This table contains the following KPIs for each user:
| Metric | Description | Is drill down available? | More details |
|
Only the Date, Hours, Timezone, and Users filters apply to the following metrics: |
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| Ringing attempts | The number of ringing attempts received by the selected user. | Yes |
See the definition of the terms ringing attempt, picked up and not picked up regarding specific cases such as transferred calls, internal calls, or calls ringing to several users. |
| Picked up |
The number of ringing attempts picked up by the selected user. |
Yes | |
| Not picked up |
The number of ringing attempts not picked up by the selected user. |
Yes | |
Work time and availability
This table contains the following metrics for each user:
| Metric | Description | Is drill down available? | More details |
| Only the Date, Hours, Timezone, and Users filters apply to the following metrics: | |||
Avg After Call Work Time% Busy% Available% Not Available |
Please refer to the Overview section above for descriptions of each metric. | ||
% Time in each statusTime in each status |
Please refer to the Know how long users are spending in each status section above for descriptions of each metric. | ||
Busy time |
The total time spent by the user/agent where they were busy with a phone call (either in a call or in after call work), excluding ringing time. | No |
Type: Duration Calculation: Busy time |
Available time |
The total time spent by a user/agent where they were available to make or receive calls. | No |
Type: Duration Calculation: Available time |
Not available time |
The total time spent by a user/agent where they were not in call but not available to receive a call (for example, they had their status set as ‘on a break’). | No |
Type: Duration Calculation: Not available time |
Total connected time |
The sum of the time spent in each status over the selected period, excluding any time spent offline or ringing over the period |
No |
Type: Duration Calculation: See Total connected time |
Note about In Call time
Please Note:
In call (status) time is not the same as In call time (inbound) + In call time (outbound). In call (status) time includes internal calls, which the other metrics exclude.
Moreover, in case of a transfer, In call time (inbound) and In call time (outbound) apply only to the last participant and cover the full call duration, while In call (status) time counts the time each participant spends on the call.