Analytics tracks the duration individual Aircall users (agents) spend in each status, such as In Call, On a break, or Available.
This allows for greater understanding as to how users are spending their time, and how might their time be further optimised in future.
On this page, we will provide more details regarding each user status visible on Analytics, and how these are categorised.
A few things to note
Categorisation of user statuses
User statuses are broken down into broad categories, allowing us to have both a high level vision and a more granular understanding of user activity.
For example, the Available category includes both Available (desktop) and Available (mobile).
One status at a time
A user can only be in one status at any given point in time. It is not possible to have two statuses at once. For example, if a user is available on both the Aircall desktop app and on the mobile app, the user’s status will be Available (mobile).
Transition from users status
In the definitions below, we will refer to a user changing his or her status. Please note that a change of status may be manually performed by the user, by another user, or through automations (for example, through Business Hours, or using the API).
Ringing time
Please note that we do not yet keep track of ringing time through Aircall analytics.
User status reference table
This table lists all of the user statuses available on Aircall, as well as the definition and category of each
Available
| Status name | Status category | Definition | Note |
Available (desktop)[ |
Available |
The user is available to receive calls on its desktop phone application i.e. they are not offline, busy (ringing, in call, after call work), or not available (do not disturb, out to lunch). Please note: if the user is also available on mobile, their status will be Available (mobile). |
|
Available (mobile)On mobile[ |
Available |
The user is available to receive calls on its mobile phone application or there is a redirection set up to their mobile. Please note: if the user is also available on desktop, their status will still be Available (mobile). |
Busy
| Status name | Status category | Definition | Note |
In Call[ |
Busy | The user is currently in a call and cannot receive a new call. | |
Ringing[ |
Not available | The user is currently receiving a call notification (ringing attempt) on its desktop phone application or mobile application. | Please note that we do not currently measure time spent ringing. |
After Call Work[ |
Not available |
The user is busy in after call work relating to the previous call e.g adding notes and/or tags to the former call, or is in mandatory tagging. Please note that the user will not receive a new call until these activities are completed. |
Not Available
| Status name | Status category | Definition | Note |
In training[ |
Not available | The user has chosen to set their status to not available for the reason that they are “Training” (i.e they are busy with a training session). | |
Back office[ |
Not available | The user has chosen to set their status to not available for the reason that they are in “Back Office” (i.e. they are busy with back office/administrative tasks). | |
On a break[ |
Not available | The user has chosen to set their status to not available for the reason that they are “On break” (i.e. they are on a break). | |
Out for lunch[ |
Not available | The user has chosen to set their status to not available for the reason that they are having “Lunch” (i.e. they are on a lunch break). | |
Other[ |
Not available | The user has chosen to set their status to not available for an “Other” reason (i.e. they have an undisclosed reason for being not available). | |
Do not disturb[ |
Not available | The user has chosen to set their status as being unable to receive calls while being within working hours, having not chosen any of the other ‘Not Available’ statuses above, and not already being busy (e.g. in call, ringing or in after call work). |
Disconnected
| Status name | Status category | Definition | Note |
Offline[ |
Offline |
The user is not connected to Aircall’s app (mobile and desktop), either because:
|
User status categories
| Status | Definition |
Available |
The user is available for receiving or making new calls. |
Busy |
The user is either:
|
(Online) Not available |
The user is not offline but is also not available for receiving or making new calls for any reason. |
Offline |
The user is not connected to the Aircall phone app on desktop or mobile. |