Analytics: Terms

Call

Any inbound or outbound call made or received, whether the call was answered/connected or not.

Note: in Aircall analytics, internal calls (calls made from a user to a user of the same company) are excluded.

Inbound call

A call initiated by an external caller and received by an Aircall number owned by your company.

Note:

• In Aircall analytics, internal calls (calls made from a user to a user of the same company) are excluded.

• Calls transferred between agents: Where a call is transferred from user A to user B, and user B answers the call, this is considered as one single call that is then attributed to user B (the last participant).

• Calls transferred via IVR to another line: Where a call is made to an IVR number (line A) and transferred to another Aircall number (line B), this is considered as a single call that is then attributed to line B (the last participant).

• Outbound calls succesfully transferred:

  An outbound call that is answered by the recipient, then the user (agent) transfers the call to another agent, will be tracked as an inbound call.

  When the transfer is not successful: this is still tracked as an outbound call.

Calls waiting

An inbound call waiting to be picked up by a user (users not available or ringing). This excludes calls still in the IVR or welcome message.

This term is used in Live Monitoring.

Call status

On Live Monitoring: it represents the current stage of a call, such as ringing, in call, in IVR.

See the list of Call statuses here.

Answered inbound call

Unanswered inbound call

Inbound (calls) within SLA

Note: In certain dashboards this is sometimes referred to as Inbound in SLA and Answered within SLA

An answered inbound call where the waiting time before the call is answered (“Time to answer”) does not exceed the SLA.

On Analytics, the SLA is established by the filter “SLA (in seconds)”.

On Live monitoring, it is established by the SLA setting.

Inbound (calls) breaching SLA

An answered inbound call where the waiting time before the call is answered (“Time to answer”) exceeds the SLA.

On Analytics, the SLA is established by the filter “SLA (in seconds)”.

On Live monitoring, it is established by the SLA setting.

Outbound call

A call made by an Aircall user at your company to an external recipient, whether the call was connected or not.

Note:

• In Aircall analytics, internal calls (calls made from a user to a user of the same company) are excluded.

• Inbound calls that are transferred to external phone numbers: Where an inbound call is received to an IVR line, and that call is then transferred to a number external to Aircall (e.g. another company, or a personal mobile), the call is considered an outbound call to that external number.

Connected outbound call

An outbound call that was connected with the call recipient or its automatic voice responder.

Note:

The metric “Connected Outbound calls” in the User KPIs section of the Monitoring page, as well as the chart "Users with most connected outbound calls" in the Analytics+ dashboard additionally include calls where a User is coaching another agent. For these two metrics/charts only, a User coaching another agent on a call will be counted as a Connected outbound call.

Subsequent call

A subsequent call is a call that was made to or from an external caller who previously made an unanswered call. This subsequent call may be another inbound call or it may be an outbound call to that initial caller (for example, where a user responds to the initial caller’s callback request, or where the user calls the initial caller for any other reason).

Note: For outbound calls, only the connected outbound calls are taken into account. For all calls unanswered before Jan 16, 2024, if the initial caller makes more than one consecutive unanswered inbound call, and that caller is then later successfully connected with a user/agent (whether through an answered inbound call or an outbound call), only that final unanswered call made by the caller will be considered to have had a subsequent call. For calls following that date, this is no longer the case.

For examples of subsequent calls, please visit: What are Subsequent Calls? - Examples

Callback request

This refers to cases of inbound calls where the caller did not reach a user/agent but made a request to be called back by pressing a key when prompted.

The callback request can thereafter either be called back (the user/agent explicitly took the action to call back the caller) or not called back (no action was taken).

Note: there is no limit of time to consider a call as being called back.

Unique callers

All inbound calls coming from a single phone number during a defined period are considered to have been made by a single “unique caller”. This takes into account both answered and unanswered inbound calls.

Please note that, as unique callers are defined by the caller's phone number, two phone numbers assigned to a single contact will be considered two unique callers.

Example:

On the 12th of September, 2 calls are received from number +33 623 99 99 XX and 3 calls are received from number +33 625 35 67 XX. There are 5 calls but only 2 unique callers (+33 623 99 99 XX and +33 625 35 67 XX).

IVR Widget

IVR Branch

Ringing attempt

This occurs whenever Aircall tries to notify the phone app (or mobile phone) of an Aircall user (i.e. when the phone rings into Aircall).

Note:

• Internal calls (calls made from a user to a user of the same company) are excluded.

• Where a single inbound call rings to one Aircall user and then another: Where the phone rings to User A (who does not pick up) and then the same call passes to user B, this will display as two ringing attempts (one for each user).

• Where a single inbound call rings to several users simultaneously: Where the phone rings to User A and User B simultaneously (and neither pick up), this will display as two ringing attempts (one for each user).

• Calls not picked up on the mobile app or redirected to another device are excluded.

Picked up

A ringing attempt that resulted in connecting the user/agent with the caller.

Note:

• Where a single inbound call rings to several users simultaneously: Where a single call rings to both User A and User B at the same time, and User B answers the call, there will be two ringing attempts: one picked up (User B) and one not picked up (User A).
• Where a single inbound call rings to one Aircall user and then another: Where the phone rings to User A (who does not pick up) and then the same call passes to user B who answers the call, this will display as two ringing attempts - one picked up (User B) and one not picked up (User A).
• Where a single inbound call is transferred: Where an inbound call is answered by User A and then transferred to User B (who then answers) there will be one call (attributed to the last participant, User B) but two picked up ringing attempts (one for each user).

Not picked up

A ringing attempt that did not result in connecting the user/agent with the caller.

Note:

• Where a single inbound call rings to one Aircall user and is then manually transferred to another: If a call is answered by user A, user A then manually transfers the call to user B, and user B does not pick up, this will not be considered not picked up by user B.
• Where a single inbound call rings to one Aircall user and then automatically rings to another: Where the phone rings to User A (who does not pick up) and then the same call passes to user B who answers the call, this will display as two ringing attempts - one picked up (User B) and one not picked up (User A).
• Where a single inbound call rings to several users simultaneously: Where a single call rings to both User A and User B at the same time, and User B answers the call, there will be two ringing attempts: one picked up (User B) and one unanswered (User A).

Declined

The user received an inbound call but explicitly rejected it.

For edge cases excluded from the counter of declined calls, see the definition of Not picked up calls

Caller

Recipient

Customer

User (or Agent)

Call participant

A user/agent or line/number that is involved in a call (inbound or outbound).

Note:

• Calls may have several participants e.g. in the case where an IVR line routes a call to another Aircall number, or where a user/agent routes a call to another user/agent on a different Aircall number.

• The last participant of the call will be the user/agent who is considered to have made/received the call. This participant is referred to as the ‘main participant’.

SMS segment

The telco industry (both carriers and providers), count text messages in ‘segments’. This term is derived from SMS standards implemented in the 1990s, and is still in use today. One segment is defined as 160 characters (using only a specific range of characters).

When sending or receiving longer text messages, several of these segments are combined to appear as a single message, even if they contain several segments (up to 1600 characters).

For more details, please see here.

Please note that:

• Segments are only used for SMS, not MMS.
• This data for this metric is populated from 15 January 2024 and is complete since 16 January 2024

MMS

An extension to the Short Message Service (SMS) protocol, MMS (Multimedia Messaging Service) refers to the sending and receipt of messages that include multimedia content (such as images and PDFs).

Term

Media Region

External Media IP

APP Jitter Avg

APP MOS Avg

APP Packet Loss %

APP RTT Avg

APP Flags Summary

Calls

Total number of calls processed, providing insights into call volume. This includes inbound calls that are picked up and outbound calls that are connected. It excludes inbound calls that are not picked up, outbound calls that are not connected, and internal Aircall calls. In the case of a transfer from user A to user B, it counts as two separate calls.

ICE failure

Is an error or breakdown occurring during the process of establishing connectivity using the Interactive Connectivity Establishment (ICE) framework

Calls with poor network

Calls with good network

Calls with excellent network

User status

User status is used to indicate whether an user is ready and able to handle calls, whether they are busy with other tasks or otherwise unavailable. Click here to read the definitions of each status. 

After Call Work (wrap-up)

This is the period of time spent by users after a call where they are wrapping up their work e.g. adding notes and tags to the call. It is configured in the following cases:

• When a specific wrap-up time is set

• When mandatory tagging is active

Note:

• Where a specific wrap-up time is set, After Call Work will begin at the moment the call is terminated, and will automatically end at the moment the defined wrap-up time has elapsed or if the user change manually their status (for example, the user manually sets their status to ‘Available’ again).

• Where mandatory tagging is active, After Call Work will begin at the moment the call is terminated, and will end at the moment the call is tagged.

• Where both a specific wrap-up time is set and mandatory tagging is active, After Call Work will begin at the moment the call is terminated, and will end at the moment the following two conditions are met:

  1. The call is tagged.

  2. The defined wrap-up time has elapsed or if the user change manually their status (for example, the user manually sets their status to ‘Available’ again).