Analytics: Terms

• Internal calls are excluded.
• When a call is transferred between agents, it is counted as a single call attributed to the last participant. 
• When a call passes through an IVR and is transferred to another Aircall number, it is considered one call attributed to the final line. 
• An outbound call that is successfully transferred to another agent is tracked as an inbound call. 
• If the transfer is unsuccessful, it remains tracked as an outbound call.

• Calls still in the IVR or welcome message are excluded. 
• This metric is used in Live Monitoring only.

• The SLA is determined by the SLA (in seconds) filter in Analytics, or by the SLA setting in Live Monitoring.
• In certain dashboards this is sometimes referred to as Inbound in SLA and Answered within SLA
• Calls outside of business hours are by default excluded in Live Monitoring dashboards. In Analytics dashboards that need to be specified using the available Hours filters.
• This metric uses the same Time to Answer definition in both Live Monitoring and Analytics.

• The SLA is determined by the SLA (in seconds) filter in Analytics, or by the SLA setting in Live Monitoring.
• Uses the same Time to Answer definition in both Live Monitoring and Analytics.

• Internal calls are excluded.
• When an inbound call is transferred to an external number, it is counted as an outbound call to that number.

• Only connected outbound calls are included. 
• Unanswered inbound calls with a subsequent call are unanswered calls where the same caller has been connected with an agent within 24 hours. This connection may happen through an inbound call from the same caller, a callback, or any outbound call made to that caller. When this occurs, each unanswered call made by that caller within the 24 hour period is considered to have had a subsequent call.

• If there is more than one consecutive unanswered inbound call from the same caller, all unanswered calls made by that caller will be considered to have had a subsequent call if that caller is successfully connected to an agent later.

  Examples:

• A caller phones twice with no answer, then calls again 23 hours later and reaches an agent. Both unanswered calls are considered calls with a subsequent call.

• A caller phones and receives no answer. An agent calls back successfully 23 hours later. The unanswered call is considered a call with a subsequent call.

• A caller phones and receives no answer, then calls again after 25 hours and reaches an agent. The unanswered call is not considered a call with a subsequent call, since the connection happened after 24 hours.

If a single contact has multiple phone numbers, each number is counted as a separate unique caller. 

Example: On September 12, two calls from +33 623 99 99 XX and three from +33 625 35 67 XX equal five calls but only two unique callers.

• Internal calls are excluded.
• If a call rings sequentially to multiple users, each instance counts as a separate attempt.
• If a call rings simultaneously to multiple users, each instance also counts as a separate attempt.
• Calls not picked up on the mobile app or redirected elsewhere are excluded.

• If a call rings simultaneously to Users A and B, and User B answers, there are two attempts: one picked up (User B) and one not picked up (User A).
• If a call rings sequentially to Users A and B and User B answers, there are two attempts: one picked up and one not picked up. 
• If a call is transferred and both users answer, there is one call (attributed to the last participant) but two picked-up attempts.

• If a manually transferred call is unanswered by the target user, it is not counted as not picked up. 
• Sequential or simultaneous attempts are tracked individually.

• Applies only to SMS, not MMS. - Data for this metric is available from January 15, 2024, and complete from January 16, 2024. 
• For more details, see our article French messaging limitations.

• When a specific wrap-up time is set, it begins when the call ends and finishes when the time elapses or the user manually changes their status. 
• When mandatory tagging is active, it ends once the call is tagged. 
• When both conditions apply, it ends only when the call is tagged and the wrap-up time has elapsed or the user manually sets their status to Available.

For more information, see our articles: Setting up your Wrap-up Time and Mandatory Call Tagging.