This article lists all call fields used on the Call History page and in the Analytics+ drill down view. Use the grouped tables below to see each field’s definition, example value, and calculation method when applicable.
Note: For more information about key terms and metrics, refer to the following articles:
• Analytics: Terms
• Analytics: Metrics
Call IDs
| Call field name | Definition | Example | Calculation |
|---|---|---|---|
| Call ID (UUID) | The unique identifier of the call, also visible in the phone app. |
CA84aedbe1d875cd, b1165ae0d5c2e8510d
| Not applicable |
| Call ID (internal) | The unique identifier of the call used internally by Aircall. This is the identifier visible in the API. | 3916681 | Not applicable |
Direction, type, and outcome
| Call field name | Definition | Example | Calculation |
|---|---|---|---|
| Call direction - Type | A single field that combines call direction and call type, which makes it easy to filter by a call category. For inbound calls, it shows Inbound - [Call type]. For outbound calls, it shows Outbound. | Inbound - Answered | Not applicable |
| Call direction |
Indicates who initiated the call. Inbound: a call made by an external caller and received by an Aircall user or line at your company. Outbound: a call made by your user or agent to an external recipient. Internal calls between users within your company are not included. | Inbound | Not applicable |
| Call type |
Categorizes the call. For outbound calls, the type is Outbound. For inbound calls, the type reflects the outcome:
| Answered | Not applicable |
| Answered | Value: Yes/No. An inbound call is considered answered when any user or agent picks up. An outbound call is considered answered when the recipient picks up or the call connects to the recipient’s automatic voice responder. | Yes | Not applicable |
| Unanswered Call Reason | The reason why a call was not answered. In some dashboards this is referred to as missed call reason. |
short_abandoned, no_available_agent
| Not applicable |
| Had a subsequent call |
Value: Yes/No. Indicates whether a call had a subsequent call. | Yes | Not applicable |
| User on subsequent call | When a subsequent call took place, this is the user or agent who performed that subsequent call. | Kate Robertson | Not applicable |
Call information and metadata
| Call field name | Definition | Example | Calculation |
|---|---|---|---|
| Play recording/voicemail | A link to the call recording or to the voicemail, if available. Opening the link will take you to the Conversation Center if you have access. | URL | Not applicable |
| Voicemail | A link to the voicemail left by the external caller, if available. Opening the link will take you to the Conversation Center if you have access. | URL | Not applicable |
| Recording | A link to the recording of the call, if available. Opening the link will take you to the Conversation Center if you have access. | URL | Not applicable |
| Disconnected by |
Indicates which party disconnected the call. Possible values:
For inbound calls, the Aircall user is the callee and the customer is the caller. For outbound calls, the Aircall user is the caller and the customer is the callee. In inbound calls, if Aircall automatically ends the call, it will be logged as callee. | Agent | Not applicable |
| Comments | Any comments or notes added to this call by a user or agent. | Customer wanted to know when they will receive their final bill. | Not applicable |
| Tags | Any tags added to the call by users or agents. Multiple tags are separated by a slash. When a callback was requested by the caller, the Callback Request tag is added. When an agent calls back using the callback action, the Called Back tag is added. This helps track callback activity. | Test Tag 1 / Test Tag 2; Callback Request / Called Back | Not applicable |
| Call quality | The quality rating set by the user or agent, for example a star rating. See also our article Post Call Rating. | 4 | From 1 to 5 |
| Call timeline | A link to a visual timeline of the call showing the stages it passed through. | Not applicable |
Timestamps
| Call field name | Definition | Example | Calculation |
|---|---|---|---|
| Datetime (UTC) | The start time of the call in UTC. For inbound calls, this is when the call is received by an Aircall number. For outbound calls, this is when the user or agent starts the call. Behavior differs slightly when transferring a call between Aircall numbers. | The display format depends on the export option and may appear as Fri May 12 11:58:30 UTC 2023 or 2023-05-22 07:56:31. | Not applicable |
| Number timezone | The timezone of the specific Aircall number, as set in the Dashboard. | Europe/Brussels | Not applicable |
| Date (timezone offset incl.) | The date of the call in the number’s timezone. This is Datetime (UTC) converted to the number’s timezone with the date extracted. | 2023-05-12 | Not applicable |
| Time (timezone offset incl.) | The time of the call in the number’s timezone. This is Datetime (UTC) converted to the number’s timezone with the time extracted. | 1:58:30 PM | Not applicable |
| Started at | The start time of the call in the timezone selected in the dashboard’s timezone filter. This equals Datetime (UTC) converted using the selected timezone filter. | Format varies based on export option, for example 5/12/2023 11:58:30. The dashboard display may differ slightly. | Not applicable |
| Answered at | The time the call was answered in the timezone selected in the timezone filter. For inbound calls, this is when a user or agent answered. For outbound calls, this is when the call connected to the recipient or to an automatic responder. Empty if the call was not answered. Uses the same format as Started at. | 5/12/2023 11:58:53 | Not applicable |
| Ended at | The time the call ended in the timezone selected in the timezone filter, that is, when the last participant ended the call. Uses the same format as Started at. | 5/12/2023 11:59:49 | Not applicable |
Duration
| Call field name | Definition | Example | Calculation |
|---|---|---|---|
| Total call time | The total time of the call from start to end. For inbound calls, this includes time in IVR, ringing, and time in conversation with the user or agent. Reported in seconds. In some dashboards this is referred to as duration (total). | 79 | Ended at minus Started at |
| In call time | The total time spent by the user or agent speaking with the caller (inbound) or the recipient (outbound). For transferred calls, this includes the full time from the first user or agent connection until the end of the call. Reported in seconds. In some dashboards this is referred to as duration (in call). | 23 | Ended at minus Answered at |
| Waiting time |
The total time an inbound caller waited for their call to be answered by a human agent, including the welcome message, any time spent in IVR, and ringing time, but excluding time when the caller is interacting with the AI Voice Agent. For unanswered inbound calls, Waiting time is measured from the start of the call until it ends, including the welcome message and any time spent in IVR, but excluding time spent with the AI Voice Agent. Reported in seconds. | 25 | Total call time minus In call time |
| Time in IVR |
Live Monitoring: applicable to inbound calls only, time from call start until the call is queued and ringing, or ends. Analytics: applicable to inbound calls that went through IVR or Smartflows. It measures time from call start until the call is placed in the waiting queue and rings to a user. For IVR numbers routed to an agent, this excludes the IVR welcome message and key-press time. For classic numbers, time in IVR is 0; time to answer includes the welcome message and all waiting time before connection. For Smartflow numbers, time in IVR is counted only if the caller pressed a key; it excludes the welcome message and time spent pressing keys. | Reported in seconds. | Not applicable |
| Time with AI voice agent | For inbound calls where the AI voice agent was activated, the total time from when the AI begins interacting with the caller until the call is transferred to a user, completed by the AI, or ends without human intervention. | Reported as HH:MM:SS. | Not applicable |
| Time to answer |
For answered inbound calls, the time between when the caller starts ringing an agent or enters a queue and when the call is picked up. Time spent in the welcome message, IVR menus, or with the AI Voice Agent is not included. For classic numbers, this covers call start to connection with the user, or with the external number if transferred externally. | 32 | Waiting time for answered inbound calls |
Caller, recipient, and line
| Call field name | Definition | Example | Calculation |
|---|---|---|---|
| Line | The name of the Aircall number involved in the call. If a call is routed from one Aircall number to another, only the last Aircall number is listed here, also called the last participant. | Customer_Support | Not applicable |
| Aircall number | The name and phone number of the Aircall number involved. If a call is routed from one Aircall number to another, only the last Aircall number is listed here, also called the last participant. | Format: Name (Phone number). | Not applicable |
| Customer number | The external number involved in the call. For inbound calls, this is the caller’s number. For outbound calls, this is the recipient’s number. | +33 1 80 46 61 30 | Not applicable |
| Team | The name of the team to which the call was routed. This field is empty if the call was routed to an individual agent. It is filled only when the call was routed explicitly to a team. | IndyTeam | Not applicable |
| User | The specific user or agent who connected with the external caller or call recipient. For transfers between Aircall numbers, only the last Aircall number’s user is provided here, also called the last participant. This field is empty for missed or unanswered calls. | Valerie Dupont | Not applicable |
| Country code | The ISO country code of the Aircall number, ISO 3166-1 alpha-2. | BE | Not applicable |
| From | For inbound calls, the number of the external caller. For anonymous calls, the value is anonymous. For outbound calls, the number of the user or agent calling. The format contains digits only, without special characters. | 33180466130; anonymous | Not applicable |
| To | For inbound calls, the number of the Aircall number called. For outbound calls, the number of the recipient. For transfers between Aircall numbers, only the last Aircall number is shown. If an inbound call is routed to an external number, this contains that external number. The format contains digits only, without special characters. | 3289681012 | Not applicable |
IVR and Smartflows
| Call field name | Definition | Example | Calculation |
|---|---|---|---|
| IVR Widget | The name of the last Smartflows IVR widget the call passed through before it was answered or ended. If the call did not pass through a Smartflows routing system, this is empty. Names are stored, not identifiers, so the value reflects the widget name at the time of the call. If multiple widgets share the same name, their statistics are combined. | Main Menu | Not applicable |
| IVR Branch | The name of the last Smartflows IVR branch the call passed through before it was answered or ended. If the call did not pass through a Smartflows routing system, this is empty. Names are stored, not identifiers; if several branches share the same name, their statistics are combined. | Option 1 - Sales | Not applicable |
Live Monitoring only
| Call field name | Definition | Example | Calculation |
|---|---|---|---|
| Customer name | The customer contact name linked to the external phone number. | Jordan Williams | Not applicable |
| Waited For | Inbound calls only. On live calls, this is the time elapsed while waiting for a user to pick up when users are unavailable or have not picked up yet. On ended calls, this is the total time from the moment the call starts waiting until it is answered or ends unanswered. | 30 | Not applicable |
| Time in current status | Time spent in the call’s current live status, for example, ringing. | 25 | Not applicable |
Network diagnostics
| Call field name | Definition | Example | Calculation |
|---|---|---|---|
| Media Region | The geographic region of the media server handling the call. This can impact network latency and call quality. | DE1 | Not applicable |
| External Media IP | The public IP address used to route media traffic during the call. This may differ when using proxies or TURN servers. | 182.134.125.3 | Not applicable |
| APP Jitter Avg | Average jitter in milliseconds, measuring variability in packet arrival times and indicating stability of network latency. | 2.25 | Not applicable |
| APP MOS Avg | Average Mean Opinion Score from 1 to 5, representing perceived voice quality. Higher scores indicate better quality. | 4.35 | Not applicable |
| APP Packet Loss % | The percentage of packets lost during transmission, indicating network reliability. | 3% | Not applicable |
| APP RTT Avg | Average Round Trip Time in milliseconds, indicating latency from source to destination and back. | 78 | Not applicable |
| APP Flags Summary | A list of significant events detected during the call, including high jitter, high latency, high packet loss, ICE failure, or low MOS. | Latency APP Flag, Ice Failure APP Flag | Not applicable |
Aircall Status
Help logging in