This article provides a comprehensive overview of the Users tab within the Live Monitoring dashboard. You will gain insights into the various actions and attributes accessible on this tab.
General principles
The Users tab provides a breakdown of the activity per user, allowing you to monitor individual performance and optimize their activity.
You can also coach users' calls from this tab, where an individual user is engaged in a call.
You have the option to sort the Users tab by each metric available. For instance, if you wish to view users who are making the highest number of outbound calls, you can easily achieve this by selecting the outbound column.
The total number of users is presented on the right-hand side of the table.
A maximum of 200 users can be displayed. Upon reaching this limit, a notice will be displayed. Please ensure you scroll down to view the complete list of users if they exceed the screen capacity.
On the Live Monitoring+ dashboard, by clicking on a user, you can access the ongoing and ended calls attributed to this user. For further information, please refer to the dedicated chapter.
Remember, to monitor users at any time, you can check the Users KPI at the top, even if you're not on the Users tab.
Users filters
You have the option to filter and narrow down your focus to specific users or users associated with particular numbers or teams. For further information on these filters, please consult this article.
You can also target users in a specific status, such as available, in a call, or in the back office. Please refer to the Analytics User status list for more information.
User metrics
On the user list, you can track the productivity of your users by viewing their specific metrics. You can also view their current status and the duration they have remained in this status.
You can refer to the description of each metric in the table header.
More details on each metric are as follows:
| Metric | Description | Calculation |
Outbound |
The number of outbound calls. This is a call made by an Aircall user at your company to an external recipient, whether the call was connected or not. Note: Check out the definition of Outbound calls for specific cases like transfers, internal calls or voicemail. |
Type: Number of.. Calculation: Outbound calls |
Answered inbound |
Number of inbound calls where the user was connected to the caller. Note: Check out the definition of Inbound calls for specific cases like transfers or internal calls. |
Type: Number of.. Calculation: Answered inbound calls |
Picked-up |
The number of times the user was notified of a call and answered. |
Type: Number of.. Calculation: Picked up
|
Not picked-up |
The number of times the user was notified of a call and didn’t answer. |
Type: Number of.. Calculation: Not picked up |
See further: What is the difference between picked-up and answered calls for a user?
Drill down to a user's call list
With Live Monitoring+, if you click on a user you can access all calls attributed to this user (ongoing or ended).
⚠️ Please note: This excludes internal calls, calls not picked up by the user, or calls transferred to another user (see answered inbound call).
Troubleshooting the Users tab
For answers to common questions, please visit: Live Monitoring: FAQ