In the Aircall dashboard, Admins and Supervisors can access any inbound call timeline to view all the steps of a call from the start until it’s answered or missed.
⚠️ Please note that a call timeline is accessible for 2 months after the call date.
⚠️ Please note that a call with an external transfer will be considered an outbound call and therefore will not have a call timeline.
How to access the call timeline
Call timelines are accessible from the following tables in the Dashboard:
- The Call History table under the Call Settings section
- All drill down tables with inbound calls in Stats:
- Analytics+
- User Activity+
- Inbound+
- Unanswered Calls+
- Monitoring+
Click on the Check details link on any inbound call to access it:
General call information
When accessing a call timeline page you will see a column on the left with all the general information about the call.
You will have access to the following information:
For all calls
- Date and time
- Caller number
- Main Aircall phone number where the call rang
- Call ID
- The tags used if any
- The Aircall numbers that were rang to during the call
- The teams and agents that were tried to contact, contacted, or answered the call.
In the case of an answered call
- Waiting time
- In-call duration (from the moment it’s answered until the end)
- Total duration (including routing)
- Link to the call recording (if available)
In the case of a missed call
- Call back request if any
- Missed call reason
- Total duration
- Link to voicemail recording (if available)
The call timeline
The call timeline will display events from the start of an inbound call until it is answered or missed.
Events are displayed in chronological order. A timer on the left of each event indicates the time that has elapsed since the beginning of the call. When hovering over it, the exact time and date of the event appear.
⚠️Please take into account that for answered calls, no additional events are displayed after the call is answered.
Information available in the call timeline
Caller information
- Phone number
- Time and date
IVR branch selected
- The option chosen by the caller
Call transfers to internal numbers
- Phone number to where the call was transferred
- Name and link to the phone number page in the Dashboard
Enqueue to an agent
- Ring for [time in seconds]
- Ringing rule (Skip if busy, Ring even if busy)
- The agent who was tried to contact successfully or unsuccessfully
- Devices where the call rang (desktop, iOS, Android, or SIP device)
- Missed reason (if not answered by the agent)
Enqueue to a team
- Ring for [time in seconds]
- Ringing rule (Randomly, Longest Idle, Simultaneously)
- Ringing time per agent
- List of agents that were tried to contact successfully or unsuccessfully
- Devices where the call rang (desktop, iOS, Android, or SIP device)
- Missed reason (if not answered by the agent)
⚠️ Please note that we will display a maximum number of 10 agents in the call timeline. If the enqueue has more agents we will show a link to open a modal with the full list of agents.
Call missed by an agent
- Agent who didn’t answer the call
- Devices where the call rang (desktop, iOS, Android, or SIP device)
- Missed reason:
- The agent declined the call after [time in seconds]
- The agent was already in a call
- The ringing time ended after [time in seconds]
- The caller hung up after [time in seconds]
- Another agent answered after [time in seconds]
- The agent became unavailable after [time in seconds]
- Failed to contact after [time in seconds] (Unknown reason)
Call accepted by an agent
- Agent who accepted the call
- Device used (desktop, iOS, Android, or SIP device)
- In-call duration
Missed call
- Missed call reason
- Call outside opening hours
- The caller hung up during the welcome message
- The caller hung up during IVR
- The caller hung up before an agent could pick up
- Nobody answered the call
- Nobody was available
- Call missed (Unknown reason)
ℹ️ More information about missed call reasons
Voicemail
- Link to voicemail recording page
- Voicemail duration
- Calls that do not include a voicemail recording will not show the call routing to voicemail