This article guides you through the Top KPIs of the Live Monitoring dashboard.
Here you’ll find the definitions of each metric, including how each is impacted by the filters.
General principles
With the top KPIs, you can assess the overall situation at a glance with metrics such as total number of calls, unanswered calls, calls waiting or number of users in each status.
Get more details on a KPI
Navigate to the Calls tab then click on a KPI to view more details. For example:
- Click on Calls waiting, and you'll be presented with a list of calls currently waiting
To revert to the full list of calls, simply click back on the metric or deselect any applied calls filter:
Show or hide KPIs
A toggle allows you to show or hide the top KPIs depending on your needs:
SLA - time to answer
Set the maximum time to answer that will serve as a benchmark for your SLA metric:
SLA - included calls
Choose the unanswered calls to consider for SLA calculation.
SLA - color coded thresholds
With Live Monitoring+, you can set the SLA to display as green, orange or red based on your customized thresholds, alerting you instantly to any SLA issues:
Unanswered calls to include
Choose which calls you consider as unanswered
Tooltips
Curious about a KPI? Simply hover over it to get a brief explanation.
KPIs are disabled when a filter doesn’t apply
Not all filters are compatible with each KPI. For example, you can’t filter Calls Waiting by user. When a filter cannot be applied, the respective KPI is shown as disabled:
Learn more about each Top KPI
Here we will provide more details on each KPI displayed.
⚠️ Please note: By default, the User, Number, and Teams filter will apply. If a filter does not apply to a specific KPI, this will be specified in the More details column.
For more details about the refresh rate of each metric, please refer to this article.
|
KPI |
Description | More details |
| Ensure you meet your service level goals | ||
SLA |
The percentage of inbound (calls) answered within SLA compared to the total number of inbound calls received. By default, calls received outside of business hours are excluded.
You can customize which unanswered call reasons are excluded from this calculation using the SLA settings.
Learn more on how to setup your SLA here. |
Type: Percentage Calculation: % Inbound in SLA / (Answered inbound calls+ Unanswered Inbound Calls with the selected unanswered call reasons) Filter behavior: The Teams and Users filters are not applicable |
| Track and forecast your call activity | ||
Total calls |
The total number of calls made (outbound) or received (inbound). |
Type: Number of… Calculation: Inbound calls + Outbound calls Filter behavior: If the User or Team filter is applied, unanswered calls will not be included. This is because unanswered calls are not credited to a specific user. |
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. |
Type: Number of.. Calculation: Outbound calls |
Inbound |
The number of inbound calls. This is a call initiated by an external caller and received by an Aircall number owned by your company. |
Type: Number of.. Calculation: Inbound calls |
Answered |
The number of inbound calls where the user was connected to the caller. |
Type: Number of.. Calculation: Answered inbound calls |
Unanswered |
The number of inbound calls where the user was not connected to the caller. You can configure which unanswered call reasons are included in this metric using the Unanswered Calls settings. Learn more on how to setup this setting here. |
Type: Number of.. Calculation: Unanswered Inbound Calls with selected reasons. Filter behavior: The Teams and Users filters are not applicable because unanswered calls are not credited to a specific user. |
Unanswered % |
The percentage of inbound calls that were unanswered compared to the total number of inbound calls. You can configure which unanswered call reasons are included in this metric using the Unanswered Calls settings. Learn more on how to setup this setting here. |
Type: percentage Calculation: % Unanswered Inbound Calls with selected reasons. / (Answered inbound calls + nanswered Inbound Calls with selected reasons) Filter behavior: The Teams and Users filters are not applicable because unanswered calls are not credited to a specific user. |
|
Calls Waiting and Waiting Time Identify and resolve bottlenecks, and ensure customers aren’t waiting for too long. |
||
Calls Waiting |
The number of inbound calls currently waiting to be picked up by a user (in queue or ringing). This excludes calls that are still in the IVR or welcome message. |
Type: Number of.. Calculation: Calls waiting Filter behavior: The Teams and Users filters are not applicable This is because calls waiting are not yet credited to a specific user. |
Longest waiting |
The longest time spent waiting by a caller out of all calls currently waiting. This time excludes time spent in the IVR or welcome message. |
Type: Duration Calculation: Longest waiting Filter behavior: The Teams and Users filters are not applicable This is because calls waiting are not yet credited to a specific user. |
Time to answer (Avg) |
This is the average time spent waiting by inbound callers before the inbound call is answered by an agent/user. This time excludes time spent in the IVR or welcome message. |
Type: Duration Calculation: Time to answer / Answered inbound calls You can apply a User or Team filter, but bear in mind that the Time to answer also includes the time spent in the waiting queue or ringing to all users, so it will not be the individual ringing time for a user. |
|
Track users status Assess users are working as per their schedule and there are enough users available to pick up calls |
||
Available users |
The number of users whose status is currently “available”. |
Type: Number of.. Calculation: Numbers of user in status "Available" |
User status |
A chart showing the number of users in each status. |
Type: Number of.. Calculation: Numbers of user in each status |
Learn more about drill down
For most Top KPIs, it’s possible to click directly on the KPI to access more details. For example:
- Click on Calls waiting to see the list of all calls currently waiting
- Click on the Users status KPIs to see the list of users in each status
See the Get more details on a KPI section above to see examples.
KPIs with drill down
Let’s look at the exact behavior of each KPI with drill down functionality.
|
KPI |
What happens on click |
Total calls |
The list of calls contains all the calls matching the top filters (Users, Numbers, Teams)* This is equivalent to reseting the Calls filter |
Outbound |
The list of calls contains all outbound calls matching the top filters (Users, Numbers, Teams)* This is equivalent to choosing only Outbound Connected and Outbound not connected in the Calls filter |
Inbound |
The list of calls contains all inbound calls matching the top filters (Users, Numbers, Teams)* This is equivalent to choosing only Inbound answered and Inbound unanswered in the Calls filter |
Answered |
The list of calls contains all answered inbound calls matching the top filters (Users, Numbers, Teams)* This is equivalent to choosing only Inbound answered in the Calls filter |
Unanswered |
The list of calls contains all unanswered inbound calls matching the top filters (Users, Numbers, Teams)* This is equivalent to choosing only Inbound unanswered in the Calls filter |
Calls Waiting |
The list of calls contains all waiting inbound calls matching the top filters (Users, Numbers, Teams)* This is equivalent to choosing only Ongoing calls, In queue, or Ringing in the Calls filter |
Longest waiting |
This will display a panel giving more details on the current longest waiting call |
Available users |
This will display a panel with a live list of users in each status |
User status |
*: Applicable only if you are on the Calls tab. If you click a second time this will reset your Calls filter <link to Filter calls> so that the list of calls displays all the calls matching the top filters (Uses, Numbers, Teams).
Longest waiting time panel
This panel provides more details on the call with the longest wait time, so you can ensure it's picked up as soon as possible.
For more details about the content of this panel, please refer to: What are the call details available?
User in each status panel
This panel displays a list of users in each status, along with the duration they’ve been in that status. It helps you quickly verify schedule compliance and spot outliers.
You can also identify users available or working on back-office tasks who might assist with busy lines during peak hours.
The list stays visible except on the smallest screen sizes. If you prefer not to see it, you can close the panel—only the top KPI showing the number of users in each status will remain. To reopen it, simply click on the user status KPI.
To save your configuration, bookmark the URL or use the “Save” and “Restore” buttons. Learn more in the Saving filters and settings chapter.
What else do I need to know?
Please have a look at these useful tips that will help you to better understand the metrics mentioned in this article.