Inbound Dashboard

Please note:

• The Inbound+ Dashboard (available through the Analytics+ add-on) contains even more metrics and charts critical to maximizing the performance of inbound teams, like interactive heat maps showing your busiest hours of the week, and your top inbound KPIs per topic raised by customers. Learn more here.

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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 and waiting times, 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 phone lines.

Availability of this dashboard

This dashboard is currently available to customers on the Professional plan. 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/?
Monitor trend over time	Understand when you receive most calls, how effective your team is at answering these, and how well you keep to your SLA. Adapt staffing and training accordingly.
Adapt to your customers' top areas of interest	How is your activity and performance distributed between your different phone lines? 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

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 day, week, etc.)
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.
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 business 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.

 

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.
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)

 

Monitor trend over time

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

• 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

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.

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.

Adapt to your customers' top areas of interest

This section provides the distribution of inbound activity metrics per number (line) receiving the call.

In this section, you’ll be able to learn more about the customers calling into your support team: which numbers are they calling and - crucially - what is their experience when calling depending on the number (E.g. does their call get answered?) You’ll also be able to more clearly identify which are the busiest parts of your organization, and establish specific areas of improvement for each.

Metrics definition

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

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.