Analytics+: Outbound+ dashboard

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.

• Assess campaign performance: Review outcomes and dialing efficiency across your outbound campaigns, including how many contacts were reached and how many attempts were needed.

Key terminology

For definitions of key terms used in this dashboard, refer to the article Analytics: Terms.

General tips

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).

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.

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)

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.

Contact metrics

This table is available when Outbound Campaigns is enabled on your account. It shows outbound activity broken down by contact over the selected period and campaign filter.

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)

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.

Assess campaign performance

This section is available when Outbound Campaigns is enabled on your account. It groups campaign-specific metrics together so you can review results at the campaign level.

Avg attempts before pickup

The average number of dialing attempts made before a contact picked up. Only contacts who picked up at least once are included in this calculation. If no contacts picked up during the selected period, this metric shows as not available.

Pickup distribution

A histogram showing at which attempt number contacts picked up, across the following buckets: 1st, 2nd, 3rd, 4th, 5th+, and No pickup. The No pickup bucket captures contacts who never answered during the campaign. Use this chart to assess whether your dialing cadence is effective, for example, whether returns diminish after a certain number of attempts.

Campaign Outcomes table

Shows the final outcome recorded for each contact in the campaign, aggregated at the campaign and contact level. Each contact contributes one row.

Outbound and AI Voice Agent metrics

This table summarizes how outbound metrics are calculated, including the impact of AI Voice Agent (AIVA) activity.

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.