A new Live Monitoring experience is replacing the Activity Feed
In October 2024, we're excited to roll out a fresh Live Monitoring experience for our Professional plan and Analytics+ customers. Now, you can swiftly respond to any urgent situation, enhance your performance on the go, and never miss a critical call again!
This update will completely replace your existing Activity Feed tab
Please note that the Activity Feed tab will be removed in 15 days, giving you ample time to familiarize yourself with the new Live Monitoring experience.
Quick overview
In a nutshell, this new Live Monitoring experience provides the ability to monitor your organization's call activity in real time:
- Get an instant overview of the situation with key KPIs for call volume, calls waiting, waiting times, and SLA
- Keep tabs on each call status, with options to coach ongoing calls and troubleshoot calls by viewing their unanswered call reasons, call timelines, tags and notes, as well as (for Aircall AI users) summaries and key topics
- Evaluate individual user performance based on, for example, volume of calls made or received, and even have the opportunity to coach calls in real time
Analytics+ customers will gain additional benefits:
- Monitor the "health" of each number based on current call volumes, calls waiting, waiting times, and SLA
- Color-code your SLA with red, orange, or green, based on your unique thresholds
- Drill down into all calls related to a specific user or phone number with just one click.
To learn more about the new Live Monitoring dashboard, please refer to this article.
What’s changed?
Let's dive into the main differences between the existing Live Feed and the upgraded Live Monitoring dashboard.
What are the new additions?
Compared to the previous Live Feed, you now benefit from:
- A new Users tab that enables you to gauge and compare your team members' performances against each other based on their call activity
- An expanded number of KPIs: Outbound calls, Inbound calls (answered, unanswered , % unanswered), and Calls picked-up, not picked-up per user
- You can also troubleshoot calls with additional data such as unanswered call reason, main durations, access to the call timeline and, depending on your Aircall AI subscription, call summary and key topics
With Live Monitoring+, you gain access to advanced features like:
- A new Numbers tab that lets you analyze activity per number, pinpoint bottlenecks in individual lines and dynamically adjust agent call distribution.
- Color-coded thresholds: Showcase the SLA in green, orange, or red based on its value to easily identify issues.
- The ability to drill down into the individual calls of a user or a number with a single click.
What else has changed ?
- We've refined some metric definitions in this new version compared to the Live Feed and Analytics. Specifically, the improved metrics include Calls waiting, SLA, and Longest waiting. These now reflect the real time spent waiting, excluding time in IVR or a welcome message. Calls received out of business hours are also excluded from SLA calculations
- The Teams filter has been improved. It now tracks the activity of the users in a team, including outbound calls, whereas the Live Feed only focused on inbound calls distributed to specific teams
- All data displayed pertains to a single observation period—today by default. With Live Monitoring+, you have additional observation periods: last 24h, last hour.
- With the new calls filter, you can focus on specific types of calls more precisely. For instance, you can filter calls waiting in a queue or ringing, or a specific type of unanswered call reason such as Users did not answer
- You also have the flexibility to focus either on only your inbound activity, or to consider outbound as well.
Where can I find my past calls?
Calls displayed in Live Monitoring cover the selected observation period only. To view more calls from the past, check out the Call History tab in the Analytics Menu.
Please note: Call History updates every hour.
If you're on the Professional plan, you can view your past calls in near real time with the Analytics Pro dashboard via the Analytics Pro option.