Analytics: Call attributes

Call ID (UUID)

The unique identifier of the call, also visible on the phone app

CA84aedbe1d875cd

b1165ae0d5c2e8510d

Call ID (internal)

The unique identifier of the call, internal to Aircall.

This internal call ID is that which is visible in the API

Direction, type and outcome

Call direction - Type

For inbound calls: Inbound - Call type

For outbound calls: Outbound

Call direction

This indicates who initiated the call: inbound or outbound.

Inbound: A call made by an external caller and received by an Aircall user/line at your company.

Outbound: A call made by your user/agent to an external recipient.

Please note that internal calls between users/agents within your company are not included.

Call type

This field categorises the call type. For outbound calls, the call type will simply be ‘outbound’. For inbound calls, the call type will be determined by the outcome of the call:

Answered: the caller and the user/agent were connected.

Abandoned: the call was unanswered because caller hung up before being connected to the agent/user.

Out of business hours: the call was unanswered because the caller called outside of business hours.

Voicemail: the call was unanswered because there was no available agent or the agent didn’t answer, and the caller left a voicemail message.

Missed: the call was unanswered because there was no available agent or no agent answered the call, and the caller didn’t leave a message. (Or neither of the cases above apply but caller chose to leave a callback request, called back or not.)

Answered

Value: Yes/No

An inbound call is considered to be answered when any one User/Agent picks the call up.

An outbound calls is considered to be answered when the external recipient picks up the call or the call is connected to the external recipient’s automatic voice responder.

Unanswered Call Reason

Please note: In certain other dashboards this is referred to as missed call reason.

The reason why a call was not answered.

short_abandoned

no_available_agent

Had a subsequent call

Value: Yes/No

This indicates whether a call had a subsequent call.

(Please find the definition of a subsequent call here.)

User on subsequent call

This field designates, where a subsequent call took place, who was the agent/user performing this subsequent call.

(Please find the definition of a subsequent call here.)

Format: FirstName LastName

Play recording/voicemail

A link to the recording of the call, or the voicemail, if any.

Please note that this will open the call in the Conversation Center, should you have access.

Format: URL

Voicemail

A link to the voicemail left by the external caller, if any.

Please note that this will open the call in the Conversation Center, should you have access.

Format: URL

Recording

A link to the recording of the call, if any. Please note that this will open the call in the Conversation Center, should you have access.

Format: URL

Disconnected by

This field indicates which party disconnected the call. This may be either the user (“agent”), the external caller or external call recipient (“external”). If the party that disconnected the call cannot be determined, this field will be left empty.

Comments

Any comments/notes added to this call by a user/agent.

Tags

Any tags added to the call by a users/agent. If there are several tags, they are separated by “ / “

Please note that, where a callback was requester by the caller, the tag ‘Callback Request’ is also added. Likewise, where an agent/user calls back through the callback action, the tag ‘Called Back’ appears as well.

This allows for the keeping track of callback activity.

Test Tag 1 / Test Tag 2

Callback Request / Called Back

Call quality

The rating of the quality of the call as set by the user/agent e.g 4 out of 5 stars.

Format: Number

Please also see Post Call Rating.

Call timeline

A link to the a timeline of the call representing the different steps the call passed through.

Datetime (UTC)

This is the start time of the call in UTC.

• For inbound calls, this event is sent at the moment the call is received by an Aircall number.

• For outbound calls, this event is sent at the moment the agent/user starts a call.

Please note: This behaves slightly differently when transferring a call from an Aircall number to another Aircall number. Read more here.

Please note: the format depends on the selected exporting option on the dashboard, and may display as either:

Fri May 12 11:58:30 UTC 2023

Or

2023-05-22 07:56:31

2023-05-22 07:56:31.42

Number timezone

Date (timezone offset incl.)

This is the same as Datetime (UTC) but applying the number timezone and extracting the date.

Time (timezone offset incl.)

Started at

Please note: In certain other dashboards this is also referred to as call start time.

The start time of the call in the requested timezone from timezone filter

Please note: the format depends on the selected exporting option on the dashboard, and may display as, for example:

5/12/2023 11:58:30

This may display slightly differently on the dashboard, for example:

Answered at

The time when the call was answered in the timezone selected in the timezone filter.

Inbound calls: the moment the user/agent answered the call.

Outbound calls: the moment the call connected to the recipient or its automatic responder.

This field will be empty if the call was not answered.

Ended at

Please note: In certain other dashboards this is also referred to as call end time.

Total call time

Please note: In certain other dashboards this is also referred to as duration (total).

The total time of the call from the moment the call began to the moment it ended.

Please note that, in the case of inbound calls, this includes all time spent in IVR, ringing, and in direct communication with the user/agent.

Format: duration in seconds

In call time

Please note: In certain other dashboards this is also referred to as duration (in call).

The total time spent by the user/agent in the call with the caller (for inbound calls) or recipient (for outbound calls).

Please note: in the case of transferred calls, this takes into account the full time from the moment the first user/agent is connected with the caller (inbound) or recipient (outbound). to the end of the call

Format: duration in seconds

Waiting time

This is the total time an inbound caller waited for their call to be answered, including the welcome message and ringing time. If the call is unanswered, waiting time will be deemed to finish at the moment the call ends.

Format: duration in seconds

Time in IVR

On Live monitoring:

It is applicable to inbound calls only. This is the time spent since the start of the call until the call is put in the queue, ringing (or ended)

On Analytics, there are some differences:

This metric only accounts for inbound calls that went through an IVR or Smartflows menu. It measures the time spent in IVR from when the call begins until it is placed in the waiting queue and rings to a user.

First, please note that, where an IVR number has routed a caller to an agent, the Time Spent in IVR field will display the total time spent in IVR before the call is routed to an agent or classic number. This excludes the welcome message of the IVR and time spent pressing the keys in the IVR.

Second, please note that, in the case of classic (i.e. non-IVR) numbers, the time in IVR is 0. In such cases, the time to answer includes the welcome message of this number and all other waiting time before connection is established with the user/agent (or an external number).

Third, please note that, in the case of Smartflow numbers, the time spent in IVR is valorised only if an inbound caller presses an IVR menu key. In such cases, time spent in IVR excludes the welcome message and time spent pressing the keys in the Smartflows IVR menu.

Format: duration in seconds

Time to answer

Line

This is the name of the Aircall number involved in the call.

Where a call is routed from one Aircall number to another Aircall number (either by transferred directly or by being routed via IVR) only the last Aircall number will be listed here (also called last participant).

Aircall number

The name and number of the Aircall number involved in the call

Where a call is routed from one Aircall number to another Aircall number (either by transferred directly or by being routed via IVR) only the last Aircall number will be listed here (also called last participant).

Format: Name of the number (Phone Number)

Customer number

The external number involved in the call.

In the case of inbound calls, this will be the phone number of the caller. In the case of outbound calls, this will be the phone number of recipient.

Format : (Phone Number)

Team

The name of the team to which the call has been routed.

Please note that this field will be empty if the call is routed to an individual agent (whether that agent is a member of a team or not). This field will only be filled where the call has been routed explicitly to a team.

Format : (Team name)

User

The specific user/agent who connected with the external caller or call recipient on this call (if any).

In cases where the call is transferred from one Aircall number to another Aircall number, only the last Aircall number is provided here (also called last participant).

Format: FirstName LastName

Country code

ISO code of the country of the Aircall number.

Format:

ISO Country code of the Aircall Number (ISO 3166-1 alpha-2)

From

In the case of inbound calls, this will be the number of the external caller. For anonymous calls, the value will be anonymous.

In the case of outbound calls, this will be the number of the agent user/agent calling.

Format : Phone number (without special characters)

33180466130

anonymous

To

3289681012

via

This will show if the call was answered through the app, or through a Forward to External Number, for example.

⚠️ Data may not always populate here as this is currently under construction.

IVR Widget

The name of the last Smartflows IVR widget the call passed through before the call was answered, or before the call was ended (if the call was not answered). If the call did not pass through a Smartflows call routing system, this field will remain empty.

• Please note:
  As we are storing names and not identifiers of the widget, the name provided will be the name of the widget at the time the call occurred.
• Due to the above, if several Smartflows widgets have the same name, these will be combined in any stats relating to the named IVR widget.

Main Menu

IVR Branch

The name of the last Smartflows IVR branch the call passed through before the call was answered, or before the call was ended (if the call was not answered). If the call did not pass through a Smartflows call routing system, this field will remain empty.

Please note:

• As we are storing names and not identifiers of the branches, the name provided will be the name of the branch at the time the call occurred.
• Due to the above, if several Smartflows branches have the same name, these will be combined in any stats relating to the named IVR branch.

Option 1 - Sales

Customer name

Available on: Live Monitoring

The customer contact name linked to the external phone number.

Jordan Williams

Waited For

Available on: Live Monitoring

This is applicable to inbound calls only.

On live calls:

• Time elapsed while waiting for a user to pick up (users are not available or users haven’t picked up yet).

On ended calls:

• Total time from the moment the call starts waiting until it is either answered or hung up unanswered.

30

Time in current status

Available on: Live Monitoring

Time spent in the current live status of this call (e.g., ringing)

25

Media Region

Geographic region where the media server handling the call is located. This helps identify the server's physical location, which can impact network latency and call quality.

DE1

External Media IP

Public IP address used to route media traffic during the call. While it typically reflects the device's IP, it can vary when using proxies or TURN servers.

182.134.125.3

APP Jitter Avg

Average Jitter in milliseconds, measuring the variability in packet arrival times, which indicates the stability and consistency of the network latency.

2.25

APP MOS Avg

Average Mean Opinion Score (MOS), representing the overall quality of voice transmission as perceived by users. This metric ranges from 1 to 5, with higher scores indicating better quality.

4.35

APP Packet Loss %

Percentage of packets lost during transmission. This metric reflects the reliability and quality of the network connection.

3%

APP RTT Avg

Average Round Trip Time (RTT) in milliseconds, representing the latency between sending a signal from the source to the destination and receiving a response back.

78

APP Flags Summary

A list of significant events received during the call, including high jitter, high latency, high high packet loss, ICE failure, or low MOS. This summary highlights critical issues that impact the quality and performance of the call.

Latency APP Flag, Ice Failure APP Flag