Analytics: Metrics – Aircall

Please find here a list of metrics used in Aircall’s analytics dashboards. These mostly include those metrics found in the User Activity+ dashboard, however this list will be extended in future to other dashboards.

Note:

The column Included in indicates the specific dashboards in which this metric can be found in at least one chart or data table.
Where a metric is derived from another metric (for example, the average or percentage of another metric), the dashboards in which the derived-from metric appears will also be listed in the Included in column.
Where a metric is visible only in ‘drill down’ view in a specific dashboard (i.e. where clicking on the metric directly to view the individual calls comprising it) this dashboard will not be listed in the Included in column.

Call volume

Metric	Definition	Type	Calculation	Note	Included in
Inbound calls Note: In certain other dashboards this is sometimes referred to as Total inbound calls	The number of inbound calls	Number of...	See definition		Overview Monitoring Analytics+ Outbound Activity+
Calls waiting	The number of inbound calls waiting. This applies to Live Monitoring: Unlike the legacy activity feed, it now focuses solely on the time spent waiting for an agent to pick up (users not available or ringing to users).	Number of...	See definition		Live Monitoring
Longest wait time Longest wait	This applies to Live Monitoring: Among all the inbound calls waiting, the maximum time spent waiting by a customer for an agent to pick up (users not available or ringing to users).	Duration	See definition		Live Monitoring
Answered inbound calls	The number of all answered inbound calls	Number of...	See definition		Overview Monitoring User Activity
Unanswered Inbound Calls Note: In certain other dashboards this is sometimes referred to as Unanswered calls or Missed (inbound) calls	The number of unanswered inbound calls	Number of...	See definition		Overview Analytics+ Monitoring Unanswered Calls+ Inbound Activity+
Inbound (calls) within SLA Note: In certain other dashboards this is sometimes referred to as Answered within SLA or Inbound in SLA	The number of inbound calls within SLA	Number of...	See definition Please note: The Time to Answer differs between Analytics and Live Monitoring		Inbound Activity+ Monitoring Analytics+ Also used to calculate Service Level and % Inbound in SLA in Overview Live Monitoring
Inbound (calls) breaching SLA	The number of inbound calls outside of SLA	Number of...	See definition Please note: The Time to Answer differs between Analytics and Live Monitoring		Inbound Activity+ Live Monitoring
Outbound calls Note: In certain other dashboards this is sometimes referred to as Total outbound calls	The number of outbound calls	Number of...	See definition		Overview Monitoring Analytics+ Outbound Activity+
Connected outbound calls	The number of all connected outbound calls	Number of...	See definition		Overview Analytics+ Monitoring User Activity
Unique callers	The number of unique callers	Number of...	See definition		Unanswered Calls+ Inbound Activity+
Answered calls per caller	The number of answered inbound calls per unique caller. Only unique callers that had at least one answered inbound call during the defined period are taken into account.	Ratio	See definition		Inbound Activity+

Call duration

Metric	Definition	Type	Calculation	Note	Included in
In call time (inbound) Note: In certain dashboards this is sometimes referred to as total inbound talk time.	The total time spent by the user/agent in-call with the caller in the case of successfully connected inbound calls. Please note: in case of call transfers, this takes into account the full time between the moment the first user/agent is connected with the caller and at the moment the call ends.	Duration	See definition		Overview User Activity Monitoring
In call time (outbound) Note: In certain dashboards this is sometimes referred to as total outbound talk time.	The total time spent by the user/agent in-call with the call recipient in the case of successfully connected outbound calls.	Duration	See definition		Overview User Activity Monitoring
After Call Work Time	The total time spent by the agent/user in After Call Work (wrap-up).	Duration	See definition	This metric is based on user events. See further: Limitations for metrics based on user events Filtering user status metrics by date	Monitoring User Activity
Time to answer	On Live monitoring: This is applicable to inbound calls answered only: Total cumulated time from when the call enters the queue to when it is answered. This is the user's perceived waiting time. On Analytics: This is the total cumulated time spent by the inbound caller waiting before the inbound call is answered by an agent/user. In the case of IVR numbers, this excludes any time spent listening to the IVR welcome message and any time spent pressing keys within the IVR (i.e. selecting a menu option), but includes all other time spent on the call before it was answered. In the case of a classic number, this time includes the whole time beginning from the start of the call until the moment connection is established with the agent/user (or, in the case of transfer to an external number, until the moment connection is established with that number). In the case of Smartflow numbers, if the customer pressed a key in an IVR widget, the time to answer excludes the welcome message and any time spent pressing keys in the IVR menu for that Smartflow number. Where a customer did not press a key in an IVR widget, it includes the entire time beginning from the start of the call until the moment connection is established with the user/agent (or, in the case of transfer to an external number, until the moment connection is established with that number).	Duration	See definition		Inbound activity+ Monitoring Analytics+ Also used to calculate Service level and % Inbound in SLA in Overview Live Monitoring
Waiting time Note: In certain other dashboards this is sometimes referred to as Wait time or Waiting duration	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, this time ends at the moment the call ends.	Duration	The total waiting time for all inbound calls.		Inbound Activity+ Monitoring Overview
Time in IVR	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. For more details see Time in IVR	Duration	The total time in IVR across all inbound calls		Inbound Activity+ Monitoring

User events

Metric	Definition	Type	Calculation	Note	Included in
Long name: (Ringing attempts) not picked up or Unanswered inbound ringing attempts Short name: Not picked up or Unanswered ringing attempt Note: In certain dashboards this is sometimes referred to as ringing attempts unanswered.	The number of all unanswered ringing attempts	Number of...	See definition	See further: Limitations for metrics based on user events	Analytics+ Monitoring User Activity+ Analytics+
Long name: (Ringing attempts) picked up or Answered inbound ringing attempts Short name: Picked up or Answered ringing attempt Note: In certain dashboards this is sometimes referred to as ringing attempts answered.	The number of all answered ringing attempts	Number of...	See definition	See further: Limitations for metrics based on user events	Analytics+ Monitoring User Activity+ Analytics+
Long name: Inbound ringing attempts Short name: Ringing attempts	The number of all ringing attempts	Number of...	See definition	See further: Limitations for metrics based on user events	Monitoring User Activity+
Declined	The number of declined ringing attempts	Number of...	See definition	See further: Limitations for metrics based on user events
After Call Work	The number of times the user spent doing After Call Work during the selected period.	Number of...	See definition	See further: Limitations for metrics based on user events Filtering user status metrics by date	User Activity

Messaging

The following metrics will be populated should SMS be available and activated for your account.

Metric	Definition	Type	Calculation	Note	Included in
Inbound SMS Segments	The number of inbound SMS Segments (i.e. those received by your Aircall numbers) Please note that segments are only used for SMS, not MMS.	Number of...	See definition	This data for this metric is populated from 15 January 2024 and is complete since 16 January 2024	Overview
Outbound SMS Segments	The number of outbound SMS Segments (i.e. those sent by your Aircall numbers) Please note that segments are only used for SMS, not MMS.	Number of...	See definition	This data for this metric is populated from 15 January 2024 and is complete since 16 January 2024	Overview
Inbound MMS	The number of inbound MMS (i.e. received by the company)	Number of...	See definition	This metric is available since its release on the 21 February 2024	Overview
Outbound MMS	The number of outbound MMS (i.e. sent by the company)	Number of...	See definition	This metric is available since its release on 21 February 2024	Overview

Call Diagnostics

For any questions related to the terms used here , please refer to Analytics: Terms

Metric	Definition	Type	Calculation	Note	Included in
Calls with poor audio	Total number of calls with poor audio. This includes calls with jitter, latency, packet loss or MOS above quality thresholds.	Number of...	See definition		Call Diagnostics
Calls with good audio	Total number of calls with good audio, but not excellent. This includes calls with jitter, latency, packet loss or MOS close to but not exceeding quality thresholds.	Number of...	See definition		Call Diagnostics
Calls with high packet loss	Calls that experienced a packet loss rate exceeding the acceptable threshold of 1.5% or received a high packet loss flag alert during the call.	Number of...	See definition		Call Diagnostics
Calls with high jitter	Calls that experienced jitter above the acceptable threshold of 30 milliseconds or received a high jitter flag alert during the call.	Number of...	See definition		Call Diagnostics
Calls with high latency	Calls that experienced RTT above the acceptable threshold of 300ms or received a high latency flag alert during the call.	Number of...	See definition		Call Diagnostics
Calls with medium packet loss	Calls that experienced a packet loss rate greater than 1% but less than the 1.5% threshold.	Number of...	See definition		Call Diagnostics
Calls with medium jitter	Calls that experienced jitter rate greater than 20 ms but less than the 30 ms threshold.	Number of...	See definition		Call Diagnostics
Calls with medium latency	Calls that experienced RTT rate greater than 200 ms but less than the 300 ms threshold.	Number of...	See definition		Call Diagnostics

User Status

The following calculations are based on the different statuses users may set (manually or automatically). To learn more, please click here.

Metric	Definition	Type	Calculation	Note	Included in
Numbers of users in status <X>	This applies to Live Monitoring: Number of users that are currently in status X (e.g. out for lunch, see the list of status here)	Number of...	See definition	See further: Analytics: User status list	Live Monitoring
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	Duration	The sum of the total time spent in each status. This includes all statuses except offline and ringing.	See further: Limitations for metrics based on user events Filtering user status metrics by date User status reference list Tip: The goal is to focus only on connected time and see how this “productive” time is spent This is an approximation of the total time spent by the user connected on desktop or on the phone.	User Activity
[Status name] time (for example, Back Office time) Note: In certain other dashboards this is sometimes referred to as total time on [Status name].	The total time spent by a user/agent in a specific status over the selected period. For example, the total time spent in Back Office.	Duration	See definition	See further: Limitations for metrics based on user events Filtering user status metrics by date User status reference list	User Activity Monitoring
Time in current status	This applies to Live Monitoring: Time spent by the user in their current status since they moved to that status (e.g out for lunch, see the list of status here).	Duration	See definition	See further: Analytics: User status list	Live Monitoring
Busy time	The total time spent by a user/agent in which they were busy with a phone call (in a call or engaged in After Call Work), excluding ringing time.	Duration	The sum of the time spent in all statuses with the category set as Busy, minus the status “Ringing”.	See further: Limitations for metrics based on user events Filtering user status metrics by date Analytics: User status list	User Activity
Available time Note: In certain other dashboards this is sometimes referred to as Total time available.	The total time spent by a user/agent in which they were available to receive a call.	Duration	The sum of the time spent in all statuses with the category set as Available.	See further: Limitations for metrics based on user events Filtering user status metrics by date Analytics: User status list	User Activity
Not available time	The total time spent by a user/agent in which they were not in a call but not available to receive a call (for example, they have set their status to ‘On break’)	Duration	The sum of the time spent in all statuses with the category set as Not Available.	See further: Limitations for metrics based on user events Filtering user status metrics by date Analytics: User status list	User Activity

Further notes

Limitations for metrics based on user events

Certain metrics are based on events that relate to the activity of users (for example a user set its status to Back Office). These metrics can be filtered by date, hours (including hours), and users. However, these metrics cannot be filtered by filters relating to calls, such as call ID, line/number, tag, outbound call duration, or teams.

Filtering user status metrics by date

When applying a date filter to a time spent in a status metric, please keep in mind the following:

Only user statuses that have ended are taken into account. Ongoing statuses that have not ended will not appear in the dashboard.

In the User Status History+ dashboard

All statuses that started during the selected period are taken into account.
The full duration of the status is included in the displayed date, even if the end of that status occurred after the selected period.

In all other dashboards (User Activity+ and Monitoring+)

All ended statuses that were “active” during the selected period will be taken into account, i.e.:
- Any status that started and ended during the period
- Any status that started during the period and ended after the period
- Any status that started before the period and ended during the period

For example, if the selected period was yesterday from 05:00 to 06:00:
- John was available yesterday from 04:10 to 06:30 → John’s available time during the selected period is 01:00
- Alice was available yesterday from 05:20 to 06:30 → Alice’s available time during the selected period is 00:40
- Mark was available yesterday from 04:10 to 05:45 → Mark’s available time during the selected period is 00:45

Within these dashboards (User Activity+ and Monitoring+), please note the following limitations on events that last over 24 hours.
- Limitation 1: Up to 3 calendar days taken into account
  - If a status lasts for more than 3 calendar days, the dashboard will include only the time spent in a status on the day that the status ends, plus the two previous calendar days.
  - Example
    - Mary is available from the 11th of May at 14:00 UTC to the 14th of May at 16:20 UTC (with no other events in between)
    - Only the time from the 12th of May 00:00 UTC will be taken into account as part of Mary’s availability.
- Limitation 2: 23h available within the next hour then catchup at night
  - If a status spills over more than 23 hours
    - The last 23-24 hours will be taken into account once the event has ended (with a delay based on our data refresh rate)
    - The remaining time will be taken into account at night and should be available after 00:15 UTC
  - Example
    - John is available from the 12th of May at 15:25 UTC to the 14th of May at 16:38 UTC
    - On the 14th of May before 17:38 UTC , we will take into account John’s available time from the 13th of May 17:00 to the 14th of May 16:38 UTC
    - On the 15th of May before 00:15 UTC, we will take into account John’s available time from the 12th of May 15:25 to the 13th of May 17:00 UTC and the full duration of this available status will now be available.

Limitations when user is on mobile

⚠️ Please note that some data on the user level could be missing in the event that the user/agent uses the Aircall mobile application for inbound calls.

For example, if an agent uses the Aircall mobile application to receive inbound calls, data relating to the total number of ringing attempts, the number of ringing attempts not picked up or declined, may be incomplete.

Please note that this is not the case where the Aircall mobile application is used to make outbound calls.

Call volume

Inbound calls

Calls waiting

Longest wait time

Longest wait

Answered inbound calls

Unanswered Inbound Calls

Inbound (calls) within SLA

Inbound (calls) breaching SLA

Outbound calls

Connected outbound calls

Unique callers

Answered calls per caller

Call duration

In call time (inbound)

In call time (outbound)

After Call Work Time

Time to answer

Waiting time

Time in IVR

User events

Long name:

(Ringing attempts) not picked up or Unanswered inbound ringing attempts

Short name:

Not picked up or Unanswered ringing attempt

Long name:

(Ringing attempts) picked up or Answered inbound ringing attempts

Short name:

Picked up or Answered ringing attempt

Long name: Inbound ringing attempts

Short name: Ringing attempts

Declined

After Call Work

Messaging

Inbound SMS Segments

Outbound SMS Segments

Inbound MMS

Outbound MMS

Call Diagnostics

Calls with poor audio

Calls with good audio

Calls with high packet loss

Calls with high jitter

Calls with high latency

Calls with medium packet loss

Calls with medium jitter

Calls with medium latency

User Status

Numbers of users in status <X>

Total connected time

[Status name] time (for example, Back Office time)

Time in current status

Busy time

Available time

Not available time