The Outbound Activity+ dashboard helps you track and optimize your outbound team's performance, enabling them to create and convert more sales opportunities. With this dashboard, you can monitor productivity, identify the best times to contact leads, and assess overall sales performance.
If you want to see a list of metrics and attributes used in Aircall's analytics dashboards, please visit our article Analytics: Metrics and Analytics: Call attributes.
Who can access it
The Outbound+ Dashboard is available for companies with the Analytics+ add-on. Access is granted to users with admin or supervisor roles.
The displayed data may be limited by your permissions, including visibility to specific numbers or teams. Please visit our article Understanding permissions in Analytics for more details.
Overview of sections in this dashboard
This dashboard includes several sections that help you assess and improve your outbound activity:
Overview: Use these KPIs to assess your outbound activity at a glance. See how many calls have been made, how many were connected, and the average call duration.
Learn when to reach your customers: Identify the best times to call by using heatmaps that show when calls are made and when they are most likely to connect.
Learn the outcome of your users’ calls: Review tagged call outcomes to understand the success rates of different call types, such as Demo booked or Follow-up call.
Assess the performance of your users: Compare outbound productivity across users, including total calls made and average call duration.
Assess the performance of your lines: Compare outbound performance across Aircall lines, including connected rate and average call duration.
Key terminology
For definitions of key terms used in this dashboard, refer to the article Analytics: Terms.
General tips
| Tip | Description |
|---|---|
| Hide and show elements of a graph | Click directly on the legend to hide a metric. Click again to display it. |
| Sort data tables | Click any column header to sort the data. |
| Export | Learn how to export your data in our article Export data options in Aircall Analytics. |
| Tooltips | Hover over the “ℹ” icon for quick in-dashboard guidelines. |
| Data limits | Tables can display up to 5,000 entries. Use filters to narrow your search. |
| Drill down |
On most metrics in this dashboard (except percentages), you have the option of drilling down into the individual calls comprising the metric, for further investigation. See the list of drill down fields in our article Analytics+: Drill down fields |
Filters
Use the filters at the top of the page to refine the data displayed in charts and tables. For general guidance on using filters, see Applying filters (other dashboards).
| Filter | Description |
|---|---|
| Date | Defines the date range of data shown. Includes calls or user events that began within this range. |
| Date breakdown | For timeline graphs, choose how to group data (hourly, daily, weekly, or monthly). |
| Hours | Narrows the data to events that started within selected hours (based on timezone). |
| Timezone | Determines the timezone for the selected date and hours. |
| Users | Filters data to specific users. |
| Users belonging to team | Displays calls/events for users in the selected team at the time of the event. Missed inbound calls are excluded. |
| Numbers | Filters calls by selected phone numbers (outbound or inbound). |
| Tags | Filters data by one or more tags applied to calls. Calls without selected tags are excluded. |
| Min connected outbound in call time (sec) |
This filter only applies to metrics related to connected outbound calls. Filters connected outbound calls longer than a defined number of seconds. Default is 0. This filter can be used, for example, to focus on outbound calls that resulted in a meaningful conversation between the user and the recipient. In other dashboards, it is also referred to: Min Outbound In Call Time (sec). |
Tip: Use the Tags filter to track outcomes like Demo booked, Not reached, or Pitched. This helps visualize meaningful results in the dashboard.
Navigating the Outbound+ Dashboard
Overview
Use this section to assess outbound activity at a glance. Top KPIs provide a quick situational assessment: How many calls have my users attempted?, How many were successfully connected?, How long are my users’ outbound calls?
- Key performance indicators (KPIs)
All filters apply unless noted on a metric’s tooltip.
| Metric/Chart | Description | Type | Calculation / Notes |
|---|---|---|---|
| Outbound calls | Total number of outbound calls, connected or not, any duration. | Number | Count of outbound calls. Useful for team activity/productivity. (The Min connected… filter does not apply.) |
| Outbound calls (connected calls > x sec) | Total number of connected outbound calls where in-call time > x seconds. | Number | Set x with Min connected outbound in call time (sec). |
| % Outbound calls (connected calls > x sec) | Percentage of outbound calls that were connected > x sec. | Percentage | (Connected outbound calls > x sec) / (Outbound calls). Shows effort needed to reach a meaningful conversation. |
| Avg in call time (connected calls > x sec) | Average in-call time for connected outbound calls > x sec. | Duration | Sum of in-call time (connected > x sec) / Count of connected > x sec. Helps plan staffing and talk-time expectations. |
Tip: Use the Min connected outbound in call time (sec) filter to define what counts as a meaningful conversation.
If you want to see a list of metrics and attributes used in Aircall's analytics dashboards, please visit our article Analytics: Metrics and Analytics: Call attributes.
Learn when to reach your customers
This section contains heatmaps and charts that help you identify optimal calling times.
Learn when you are making the most calls: Displays the total number of outbound calls by time slot and day of the week.
Best time to call: Shows the percentage of connected calls longer than x seconds, helping you determine when prospects are most responsive.
Outbound calls over time: Tracks the number and trend of meaningful outbound calls over time to highlight performance changes and peak periods.
Note: Refer to the Overview section for definitions of the metrics used in these charts.
Learn the outcome of your users’ calls
This section shows how your outbound calls are distributed by outcome (based on call tags). This allows you to track how many of your outbound calls are successful, and how long such calls typically need to last to produce that outcome.
Key performance indicators (KPIs)
| Metric / Chart | Description | Type | Calculation / Notes |
|---|---|---|---|
| Connected calls > x sec | Outbound calls connected for more than x seconds to which this specific tag has been applied. Please refer to Outbound Calls Connected > x Sec in the Overview section for more details. | Number of… | Applies only to outbound calls exceeding the Min Connected Outbound In Call Time (Sec) threshold. |
| % Connected calls > x sec with this tag | The percentage of Connected calls > x sec with this tag compared to the total number of connected calls > x seconds shown in this table. The sum of this column across all tags should equal 100%. | Percentage |
|
| Avg in call time | The average in-call time for all outbound calls connected for more than x seconds with this specific tag applied. Refer to Avg In Call Time in the Overview section for more details. | Duration |
|
| Total in call time | The total time spent in call with a prospect or their voice responder for all outbound calls connected for more than x seconds to which this tag was applied. | Duration |
|
Note: Only meaningful calls (connected > x seconds) are included. If no tags are selected, the table displays all tags plus Untagged calls.
Tip: Consistent use of outcome tags (for example, Demo booked, Pitched, Not reached) ensures accurate insights into team performance.
Let us consider some examples to illustrate how this section works.
Example 1: Tags filter applied
If you select tags like VD-sales-success, VD-sales-pitched, and VD-sales-no pitch, only calls with these tags will appear. Calls with multiple tags will be counted in each relevant tag row, so totals may exceed 100%.
Example 2: Tags filter not applied
If no tags are selected, the table will display all used tags plus an Untagged line. Percentages may slightly exceed 100% due to rounding.
Assess the performance of your users
This section compares each user’s outbound productivity.
Note: This table only includes meaningful calls (connected > x seconds), except for the Outbound calls metric, which includes all calls.
Assess the performance of your lines
This section compares each Aircall line’s outbound performance and helps you understand whether specific phone lines may be underperforming or affected by low pickup rates.
- Understand your outbound activity per phone line: This view answers the question: how is your activity and performance distributed between your phone lines?
- Outbound metrics per Aircall number: In this section, a table chart is displayed per Aircall number.
- Key performance indicators (KPIs)
| Metric / Chart | Description | Type | Calculation / Notes |
|---|---|---|---|
| Number and line name | The Aircall number and its associated line name. | Attribute | Displayed for each Aircall number included in the table. |
| Number of outbound calls | Total number of outbound calls made from this Aircall number, connected or not, any duration. | Number | Count of outbound calls for the Aircall number. |
| Connected calls > x sec | Total number of connected outbound calls from this Aircall number where in call time is greater than x seconds. | Number | Applies only to outbound calls exceeding the Min connected outbound in call time (sec) threshold. |
| Connected rate | The percentage of outbound calls from this Aircall number that were connected for more than x seconds. | Percentage | Calculation: (Connected calls > x sec) / (Number of outbound calls). |
| Avg in call time (connected calls > x sec) | The average in call time for connected outbound calls from this Aircall number where in call time is greater than x seconds. | Duration | Calculation: Total in call time for connected calls > x sec / Number of connected calls > x sec. |
| Total in call time (connected calls > x sec) | The total time spent in call for connected outbound calls from this Aircall number where in call time is greater than x seconds. | Duration | Calculation: Sum of in call time for connected outbound calls > x sec. |
Tip: Use the Min connected outbound in call time (sec) filter to understand which Aircall numbers have the best performance and result in meaningful conversations.
For more information about specific metrics, refer to the Overview and Learn the outcome of your users’ calls sections of this article.
If you want to see a list of metrics and attributes used in Aircall's analytics dashboards, please visit our article Analytics: Metrics and Analytics: Call attributes.
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