The User Activity dashboard allows you to track and optimize the overall activity and performance of your users, whether you lead a support or sales team.
Note: The User Activity+ dashboard (available through the Analytics+ add-on) includes additional metrics, interactive leaderboards, and the ability to drill down into individual calls. Learn more about in our article Analytics+: User Activity+ dashboard
If you want to see a list of metrics used in Aircall's analytics dashboards, please visit our article Analytics: Metrics.
Who can access it
The User Activity dashboard is available to:
Admins and Supervisors only.
Professional plan customers.
The data shown may be restricted based on your number and team permissions. Please visit our article Understanding permissions in Analytics for more details.
What you can do with this dashboard
It allows you to:
Measure productivity through the number and duration of calls.
Identify performance outliers, both top performers and those who may need coaching—using a performance leaderboard.
Take timely action through training, staffing adjustments, or workflow improvements.
ments.
Important: This dashboard is not real-time. To view user activity in real time, use the Live Monitoring dashboard.
Overview of sections in this dashboard
On this dashboard you will find the following sections:
- Overview: Use KPIs to assess user activity and performance at a glance. Identify how many calls users handle and how much time they spend on calls.
- Explore and export the data: View a complete leaderboard with metrics for all users, explore results in depth, and export data to create your own reports.
Key terminology
This dashboard uses specific terminology to describe call and user metrics. The most relevant ones are:
- Answered inbound call
- Connected outbound call
For definitions of the key terms used in this dashboard, refer to the article Analytics: Terms.
General Tips
| Tip | Description |
| Sort data tables | Sort data tables by any column by clicking on the column heading. |
| Export | Read how to export the data here. |
| Tooltips | Hover over the "i" 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. |
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 for calls or user events displayed. |
| Timezone | Sets the time zone applied to selected dates and hours. |
| Users | Filters the dashboard to specific users. |
| Users belonging to team | Shows data linked to users in a selected team. Missed calls are excluded if multiple users were called simultaneously. |
| Numbers | Limits data to calls received or made on selected phone lines. |
| Tags | Filters data to calls with specific tags applied. |
| Min Outbound In Call Time (sec) | Includes only outbound calls longer than a set duration. Default: 0 seconds. |
| IVR Branch | Filters by the final IVR menu option chosen by the customer before the call was answered or missed. |
Navigating the User Activity dashboard
Overview
This section summarizes key metrics about user activity and performance. Use it to answer: How many calls are my users handling?, How much time do they spend on calls?
- Key performance indicators (KPIs)
| Metric | Description | Drill down available | Calculation | Filters / Notes |
|---|---|---|---|---|
| Answered inbound calls | Total number of connected inbound calls. | Yes | Count | All filters apply |
| Connected outbound calls | Total number of connected outbound calls. | Yes | Count | All filters apply |
| Avg in call time (inbound) | Average duration of connected inbound calls. | Yes | Total inbound in-call time / Answered inbound calls | All filters apply |
| Avg in call time (outbound) | Average duration of connected outbound calls. | Yes | Total outbound in-call time / Connected outbound calls | All filters apply |
If you want to see a list of metrics used in Aircall's analytics dashboards and how they are calculated, please visit our article Analytics: Metrics.
Explore and export the data
This section provides a leaderboard displaying metrics for all selected users. You can explore call volumes and durations or export the dataset for custom reporting.
| Metric | Description |
|---|---|
| Answered inbound calls | See Overview section above. |
| Connected outbound calls | See Overview section above. |
| Avg in call time (inbound) | See Overview section above. |
| Avg in call time (outbound) | See Overview section above. |
| (Total) In call time (inbound) |
Total duration of connected inbound calls per user. Includes full call duration from first agent connection to call end.
|
| (Total) In call time (outbound) |
Total duration of connected outbound calls per user.
|
| Outbound calls |
Total number of outbound calls made by the selected users, whether connected or not.
|
If you want to see a the definition of the metrics used in this section and how they are calculated, please visit our article Analytics: Metrics.
This dashboard helps team leaders easily identify patterns, compare user performance, and make data-driven decisions to improve call efficiency and customer experience.
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