Analytics+: Inbound+ Dashboard

The Inbound+ Dashboard is designed to help you track and optimize the performance of your inbound teams.

• Support leaders can enhance customer satisfaction by monitoring metrics such as unanswered calls, waiting times, and repeat calls, and responding with training or staffing adjustments.

• Inbound sales leaders can reduce missed sales opportunities by minimizing call abandonment due to extended wait times.

• Both support and sales leaders can improve their overall productivity and performance by using this dashboard to optimize staffing and planning based on observing all overall inbound traffic, as well as traffic in relation to specific numbers or topics (identified by tags).

Please note:

• If your focus is mostly on the productivity and performance of users, consider using the User Activity dashboard.

• For a more detailed analysis of unanswered calls, please refer to the Unanswered Calls dashboard.

Availability of this dashboard

This dashboard is currently available to customers with the Analytics+ add-on. Only users with an Admin or Supervisor role will be able to view this dashboard.

Overview of this dashboard

On this dashboard you will find the following sections:

Overview	Assess your inbound activity at a glance: How many inbound calls were received, and how many of these were answered vs unanswered? Does callers' waiting time meet the SLA requirements/?
Learn when you receive the most calls	Understand when you receive most calls and adapt staffing and training accordingly.
Learn how long your customers are on the phone with you	Check how long customers are waiting for you to pick up. Fine-tune your IVR, call distribution or callback/voicemail strategy accordingly. Monitor whether your call durations are too short, or too long - is this due to specific outliers or does this reflect a more general trend? Does this improve over time?
Learn more about your repeat calls	How many repeat calls are you getting, and how many times do your customers feel the need to make repeat calls? Are staffing adjustments or training required to ensure customers get the help they need the first time they call?
Adapt to your customers' top areas of interest	How is your activity and performance distributed between numbers and topics raised (tags)? Based on this distribution, you can adapt your staffing and planning accordingly.

 

Terms used in this dashboard

The main terms in this dashboard are defined in this article, but in particular we draw your attention to the following:

• Call
• Inbound call
• Answered inbound call
• Unanswered inbound call
• Inbound (calls) within SLA
• Inbound (calls) breaching SLA
• Unique caller

Filters available in this dashboard

Filter	Description
The following filters apply to all parts of the dashboard visible on the screen
Date	The date range you wish the data in this dashboard to reflect. Calls or user events shown within this dashboard will begin within this date range in the selected timezone.
Date Breakdown	For timeline graphs, this refers to the breakdown of the timeline (e.g. one point per hour, day, week, etc.)
Hours	This narrows down the data to calls or user events that began during the selected hours (in the selected time zone). For more details on how to use this filter, please see Hours.
Timezone	The timezone in which the selected date and hours will take place.
Numbers	This filters the dashboard by calls made to the selected phone numbers.
Tags	This filter allows you to filter by one or several tags. If a call has one of the selected tags applied to it, data relating to this call will be included in the dashboard. Calls that do not have the selected tags applied will not be included in the data shown. Please note that, by default, calls with no tags or with any tags shown will be included in the data shown.
IVR Branch	This will filter data by calls where the specific IVR Branch selected in the filter was the last IVR Branch chosen by the customer (i.e. menu option chosen), before the call was unanswered or answered. For more details, see here.
The following filters will apply to only certain sections, charts, and KPIs in this dashboard.
SLA (in sec)	An answered inbound call will be considered as answered “within SLA” if its Time to answer is lower than this specific threshold. Note: The default value is 30 seconds and you can change it accordingly to your own service level requirements.
Exclude from SLA	In this dashboard, by default, the percentage of calls within SLA compares inbound calls within SLA to all inbound calls. You may exclude certain unanswered call reasons. For instance, excluding "outside of hours" removes those inbound calls from calculation, so that they don’t impact your SLA. For a focus on answered inbound calls exceeding your SLA threshold, exclude all unanswered call reasons. How to use the Exclude from SLA filter To exclude some unanswered calls reasons, choose the “is not” option in the filter, and select all unanswered calls reasons you want to exclude.
Show Overview metrics by	Use this filter to show the following in the Overview section either in number or in percentage form: Answered inbound calls Unanswered inbound calls Inbound within SLA Select the Number option if you want to see the absolute value of a metric (e.g. the number of answered calls). Select the Percentage option if you want to see the percentage of a metric (e.g. the percentage of all calls that were unanswered). Please note that the default option will be Percentage.

For more details on how to use these filters, please refer to Applying filters. 

 

General tips

Tip	Description
Hide and show elements of a graph	If you would like to remove a specific metric from a graph, click directly on the legend. Click on the legend again to make it reappear.
Sort data tables	Sort data tables by any column by clicking on the column heading.
Drill down	On most metrics in this dashboard, you have the option of drilling down into the individual calls comprising the metric, for further investigation. There are a few exceptions to this: Any KPI displayed in percentages In the Top KPIs in the Overview section (whether in number or percentage form): Answered inbound calls Unanswered inbound calls Inbound within SLA Please note: these metrics may be drilled down into, when in number format, using the Explore more KPIs table In the 'Learn more about your repeat calls' section, the KPI Answered calls per unique caller. See the list of drill down fields here.
Export	Read how to export the data here.
Tooltips	Hover over the icon to access quick guidelines from within the dashboard itself.
Limit the number of lines in a data table	Data tables can’t display more than 5000 elements. Once you reach that limit, use filters to narrow down your search further.

 

We will now look at the sections of this dashboard in turn.

 

Overview section

Top KPIs allows for a quick situational assessment: How many inbound calls were received and what is the breakdown between answered and unanswered calls? Was the waiting time for callers in line with SLA?

For a deeper dive into the data, the overview table contains all metrics for further exploration, or for drilling down into the individual calls contributing to each metric. You can also export data to create your own metrics.

 

Top KPIs

Metric	Description	More details
All filters apply except “Exclude from SLA” and “Show Overview metrics by”
Inbound calls	The number of inbound calls, whatever their outcome (answered or unanswered)	Type: Number of.. Calculation: Inbound calls
Avg time to answer	The average time spent by the inbound caller waiting, before the call is answered. Please note: Depending on the situation, this time may exclude time spent in IVR. Please see calculation for more details.	Type: Duration Calculation: Time to answer / Answered inbound calls
Avg in call time	The average time spent by the user in a connected call with the caller. Please note: In case of call transfers, this metric includes the time beginning from the moment the first user/agent is connected with the inbound caller, and ends at the moment the call ends.	Type: Duration Calculation: In call time (inbound) / Answered inbound calls
All filters apply except “Exclude from SLA”
Answered inbound calls	If Show Overview metrics by filter is in “Number” The number of all answered inbound calls	Type: Number of.. Calculation: Answered inbound calls
	If Show Overview metrics by filter is in “Percentage” The percentage of inbound calls that were answered compared to the total number of inbound calls	Type: Percentage of... Calculation: % Answered inbound calls / Inbound calls
Unanswered inbound calls	If Show Overview metrics by filter is in “Number” The number of all unanswered Inbound calls	Type: Number of.. Calculation: Unanswered inbound calls
	If Show Overview metrics by filter is in “Percentage” The percentage of inbound calls that were answered compared to the total number of inbound calls	Type: Percentage of... Calculation: % Unanswered Inbound calls / Inbound calls
All filters apply
Inbound within SLA	If Show Overview metrics by filter is in “Number” The number of all inbound (calls) within SLA	Type: Number of.. Calculation: Inbound within SLA
	If Show Overview metrics by filter is in “Percentage” The percentage of inbound (calls) within SLA compared to the total number of inbound calls* *minus those excluded by the Exclude from SLA filter.	Type: Percentage of... Calculation: % Inbound within SLA / Inbound calls* *minus those excluded by the Exclude from SLA filter.

 

Overview table

Metric	Description	More details
Volume metrics
Inbound calls	See Inbound calls in Top KPIs
Answered inbound calls	(Where Show Overview metrics by filter is in “Number”) See these metrics in Top KPIs.
Unanswered inbound calls
% Answered inbound calls	(Where Show Overview metrics by filter is in “Percentage”) See these metrics in Top KPIs.
% Unanswered inbound calls
SLA metrics
% Inbound within SLA	(Where Show Overview metrics by filter is in “Percentage”) See these metrics in Top KPIs.
Inbound within SLA	(Where Show Overview metrics by filter is in “Number”) See these metrics in Top KPIs.
Inbound breaching SLA	The number of all inbound calls breaching SLA	Type: Number of.. Calculation: Inbound breaching SLA Tip: Drill down into this metric to deep dive into the specific calls that breach SLA, to identify where improvements can be made.
Duration metrics
Avg time to answer	See Avg time to answer in Top KPIs
Avg time in IVR	The average time spent in an IVR menu across all inbound calls, whether answered or not. 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.	Type: Duration Calculation: Time in IVR / Inbound calls (for inbound calls that went through an IVR or Smartflows menu)
Avg waiting time	The average time an inbound caller waited for their call to be answered, including time spent listening to welcome message, as well as ringing time. If the call is unanswered, waiting time stops when the call ends.	Type: Duration Calculation: Total waiting time / Inbound calls
Avg in call time	See Avg in call time in Top KPIs
(Total) in call time	The total time spent by the user in a connected call with the caller. Please note: In case of call transfers, this metric includes the time beginning from the moment the first user is connected with the inbound caller, and ends at the moment the call ends.	Type: Duration Calculation: In call time (inbound)

 

Learn when you receive the most calls

Understand what times of the week you receive the most inbound calls, and how this is evolving over time. Adapt your staffing and planning accordingly.

• Identify the busiest time slots of the week by monitoring the number of inbound calls per week day and hour

• Track the evolution over time of your inbound traffic:

  • Total inbound calls

  • Answered inbound calls

  • Percentage of answered inbound calls vs the total number of inbound calls

Busiest time slots

This heatmap shows the total number of received inbound calls per hour, per day of the week. This enables you to monitor when you’re receiving the most calls, so you can cross reference this with your staffing schedule and your priorities.

Please refer to ‘Inbound calls’ in the Overview section of this article to understand how this metric is calculated.

Inbound calls over time

This chart enables you to track the evolution over time of the number of inbound calls received and answered, and any trends in relation to this.

Please refer to ‘Inbound calls’ , ‘Answered inbound calls’ and '% Answered inbound calls’ in the Overview section of this article to understand how these metrics are calculated.

 

Learn how long your customers are on the phone with you

This section enables you to monitor how long customers are spending on the phone waiting for you to pick up, and talking with your support reps. This allows you to fine-tune your IVR, call distribution or callback/voicemail strategy accordingly.

This section contains the following charts:

• Average call time for answered calls, broken down between average time spent in an IVR menu (if any), average time to answer, and average in call time.

• The number of calls made, broken down by their time to answer (in three segments of time).

• The number of calls made, broken down by their in call time (in four segments of time).

• The evolution over time of the average time to answer and the percentage of inbound calls within SLA.

With this section you will be able to:

• Monitor how long customers are waiting for you to pick up (and the trend over time) in order to fine-tune your IVR, call distribution or callback/voicemail strategy accordingly.

• Track call duration to ensure this remains within acceptable limits for your customers, and monitor whether your call duration is impacted by a small number of very long calls or reflects a general trend.

Average call time

This chart enables you to assess the average time spent by your customers on the phone in an answered inbound call, and how this time is distributed between:

• Time spent in an IVR menu

• Time spent waiting for the call to be picked up (time to answer)

• Time spent in the call itself (in call time)

This allows you to identify whether your customers are spending too much of their time on one of these elements e.g. navigating the IVR menu, or waiting for an agent to pick up their call, compared to the time they spend actually speaking with the agent.

Please refer to ‘In call time’, ‘Avg time to answer’, and 'Avg time in IVR’ in the Overview section of this article to understand how these metrics are calculated.

Distribution of time to answer

This chart displays the distribution of the time to answer across different segments of time (e.g. calls where the time to answer was under 10 seconds vs calls where the time to answer was over 20 seconds).

For each segment, the chart provides the number of answered inbound calls where the time to answer fell within that threshold.

This helps you to discern whether a high time-to-answer value results from a few calls with excessively long waiting times or from a significant number of calls experiencing extended wait times.

You can also drill down into the calls with the longest time to answer to analyse these further.

Metric	Description	More details
Time to answer	For a given inbound call, this is the time spent by the caller waiting before the inbound call is answered.	Type: Duration Calculation: Time to answer

 

Distribution of in call time

This chart displays the distribution of in call time across different segments of time (e.g. calls where the in call time was less than a minute vs calls where the in call time was above 3m30, for example).

For each segment, the chart provides the number of answered inbound calls where the in call time fell within that threshold.

This helps you discern whether a high in call time value results from a few calls with excessively long customer conversations, or from a general trend of your agents not dealing with customer queries on the phone with the right level of efficiency.

You can also drill down on the calls with the longest in call time to analyse these further.

Please refer to ‘in call time’ in the Overview section of this article to understand how this metric is calculated.

Metric	Description	More details
In call time	This is the time spent by the user in a connected call with the caller for any given call. Please note: In the case of call transfers, this metric includes the time beginning from the moment the first user/agent is connected with the inbound caller, and ends at the moment the call ends.	Type: Duration Calculation: In call time

 

Evolution of time to answer and SLA

This chart enables you to track the evolution over time in terms of the time to answer and the percentage of inbound calls falling within the SLA.

You can assess whether things are improving over time, or identify and deep dive into any specific event affecting your SLA.

Please refer to ‘Avg time to answer’ and '% Inbound within SLA’ in the Overview section of this article to understand how these metrics are calculated.

 

Learn more about your repeat calls

This section enables you to track the extent to which your customers feel the need to call repeatedly to have their queries answered, so you can respond with staffing and training adjustments if required. Having a high number of repeat calls may imply, for example, that customers aren’t being effectively supported by agents when they get through.

This section provides:

• The number of unique callers during the defined period (i.e. how many unique phone numbers are calling in)

• The average number of answered calls per caller (see details below)

• How these two KPIs evolve over time

Metric	Description	More details
Unique callers	The number of unique callers. All inbound calls incoming from the same phone number during a defined period are considered as made by one “unique caller”. This takes into account both answered and unanswered inbound calls.	Type: Number of.. Calculation: Unique callers
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 period are taken into account.	Type: Number of.. Calculation: See definition

 

Some further points to note about the Learn more about your repeat calls section are as follows:

• Drill down
  • You can drill down into the unique callers metric by clicking on it directly. This will display the list of unique callers and, for each unique caller, the total number of inbound calls and how this breaks down into answered vs unanswered calls.

• • Please note that it is not possible to drill down into answered calls per caller.

• How does the number of unique callers differ across the different elements of this section?
  • It’s important to note that the number of unique callers stated in the Unique callers standalone KPI on the left will not be the same as the number of unique callers appearing on the Evolution of unique callers timeline. This is because the two elements draw from different periods of time: the Date filter vs the Date Breakdown filter, respectively.

This is the number of unique callers within the period of time defined using the Date filter. For example, if ‘Last 14 Days’ is selected in the Date filters, this will show the total number of unique callers over the last 14 days.

Each bar on this chart is the number of unique callers for the period of time defined using the Date Breakdown filter. For example, if a daily date breakdown is selected, this will show the number of unique callers per day.

• • For example:

    • Mary makes two inbound calls on the 12th of September and one on the 13th of September.

    • Julie makes one inbound call on the 12th of September and one on the 14th of September.

    • If the date 1-30 September is selected on the Date filter, and a daily date breakdown is set using the Date Breakdown filter…

      • On the Unique callers KPI block, there will be two unique callers (Mary and Julie).

      • On the Evolution of unique callers graph, there will be:

        • Two unique callers (Mary and Julie) on the 12th of September

        • One unique caller on the 13th of Septembe (Mary)

        • One unique caller on the 14th of September (Julie)

• Examples of answered calls per caller

  • Mary makes three inbound calls on the 12th of September. One is answered, two are unanswered.

  • Julie makes one inbound call on the 12th of September, that is unanswered.

  • Marc makes two inbound calls on the 12th of September, that are both answered.

  • Therefore, on the 12th of September there are three answered calls with two unique callers (Marc and Mary). Julie is not included because her call was unanswered.

  • The number of answered calls per caller is therefore 1.5.

Adapt to your customers' top areas of interest

In this section, you’ll be able to learn more about the customers calling into your support team: which numbers are they calling, what topics do their calls relate to, and - crucially - what is their experience when calling depending on the number or topic (Does their call get answered? How long are they waiting? How long do they take to navigate the IVR menu? etc.). You’ll also be able to more clearly identify which are the busiest topics or parts of your organisation, and establish specific areas of improvement for each.

This section provides:

• the distribution of inbound activity metrics per number (line) receiving the call

• the distribution of inbound activity metrics per tag applied to the call.

Metrics definition

The list of the metrics for each table is the same as that found in the Overview Table above.

Distribution per tag

In this table, all metrics shown are divided by the tag assigned to this inbound call.

An inbound call having several tags will be taken into account once for each tag.

Tip: Having a coherent strategy or system for call tags in your organisation will make it even easier to draw actionable insights from this table. Additionally, you may wish to filter by tag to more easily compare tags of the same ‘category’. Examples of categories of tags include call outcome (e.g. ‘customer query resolved’, or ‘follow up call booked’), or topics raised (e.g. ‘product fault’).

Distribution per line

In this table, all metrics shown are divided by the phone number receiving inbound calls. Please note that Destination number (“To”) refers to the specific phone number receiving the inbound call, while Line is the name of that number in Aircall.

Please note that, where a call is routed from one Aircall number to another Aircall number (either by transferred directly or by being routed via IVR), that call be linked to only the last Aircall number the call was transferred or routed to (also called last participant).

Please also note that this table may contain both Aircall phone lines (including both the phone number and associated name) as well as, where calls were routed to external phone numbers, these external phone numbers (including the phone number only, with no associated name).

Distribution per IVR Branch

In this table, all metrics shown are divided by the specific IVR Branch selected in the filter was the last IVR Branch chosen by the customer (i.e. menu option chosen), before the call was unanswered or answered.

You should name the IVR Branches on Smartflows to see them appear on this table.