This article guides you through the Calls tab of the Live Monitoring dashboard.
You will learn more about the available Call-related actions and attributes available on this tab.
General principles
- This tab provides a real-time list of all the calls allowing you to oversee the overall situation and identify any issues promptly.
- From here, you have the ability to coach a call (listening in or whispering). Additionally, you can glean more detailed insights about each call such as the call timeline, notes and tags, recordings, and even (if you’ve subscribed to Aircall AI) a call summary and key topics.
Calls are ordered as follows:
- Ongoing calls from the most recent start date to the oldest
- Ended calls from the most recent start date to the oldest
By default, the 50 latest calls are displayed. Scroll to the bottom of the page to load more.
The total number of calls is displayed on the top right hand side of the table.
A maximum of 1000 calls can be shown. If you reach this limit, a note will appear.
Calls filters
You can filter the list of calls to focus on specific numbers, users or teams. To learn more about these filters, refer to this article.
You can also focus on calls that have a specific status (e.g. In IVR, In Queue, Ringing, In Call, etc.)
Main actions
Coaching
This refers to the ability to listen in on calls live as they happen, where the label COACH appears to the right of the call. Learn more about coaching here.
Recording
You can access a call recording, if one exists, from the individual row of the call or through the call details panel.
You can listen to and/or delete the call recording as needed. You can also share the URL of a recording for another admin or supervisor to access it.
If you encounter issues recording or accessing your recording, please refer to the following articles:
Voicemail
Following an inbound call, you can access any voicemails left by an external caller, if any, from the individual call row, or through the call details panel.
You can listen to and/or share the voicemail for another admin or supervisor to access.
Access the call timeline
Once an inbound call has ended, you can access the call timeline from the individual row for that call or via the call details panel. This allows you to troubleshoot any issues you spot with a call, such as where a call was unanswered.
What are the call details available?
This section highlights where you can find the details you need to learn more about a specific call.
Reminder: For inbound calls that have ended, you can always find more details in the call timeline.
Direction of the call (inbound or outbound)
To learn more about the call direction, check the first column. The icon differs for inbound
and outbound calls. The call direction is also indicated in the tooltip and in the calls details panel.
Customer (external caller or recipient)
To learn about the customer name and phone number, check the customer column and its tooltip. These details can also be found in the call details panel.
Note:
- If only the company name is available, it will be displayed instead of the caller's name.
- If no name is linked to the number, only the phone number will be shown.
Aircall Number
To learn about the Aircall number (name, phone number and country), check the number column and its tooltip.
These details can also be found in the call details panel.
User (or external number)
To learn about the Aircall user involved (the agent that picked up or made the call), check the User column and its tooltip.
These details are also in the call details panel.
Specific cases:
- If an inbound call was unanswered, this column will appear empty as there is no associated Aircall user.
- If an external number answered the call instead of an Aircall user, the external number appears in the same column.
- If the call involved several users, the tooltip provides details on all other users involved.
Status of an ongoing call
If a call is ongoing, you can track its status to react accordingly (for example, to ensure a user whose phone is ringing picks up in good time). This information is available in the status column and the call details panel.
🚨 Images will be updated to more recent ones when available 🚨
Learn more about each call status here.
Please note: once a call is picked up, its status remains "In Call" until it is hung up, even when the call has been transferred.
Outcome of a call (answered or unanswered, unanswered call reason)
When a call ends, you can analyze its outcome. For example, learn why an inbound call was unanswered and if the customer left a voicemail.
Check the tooltip on the first column or the call details panel for this information.
Duration of the call (waiting, in call, total..)
If a call lasts longer than expected or is quickly abandoned, you can review the duration of each call segment.
The durations available for ended calls are:
-
Waited for
- Note: it is provided for answered inbound calls only (for unanswered inbound calls it is equal to the Total call time)
-
In call time
- Note: for unanswered calls or outbound calls not connected it is 0s
- Total call time
Learn more about these durations here.
The duration shown on the column "status" is the in call time.
The other durations (waiting time and total call time) can be viewed in the tooltip, or in the call details panel.
Date and time of the call (started at, ended at, answered at)
You can track key dates and times of a call for troubleshooting purposes.
The available times are:
- Started at
- Answered at if any (for ended calls)
- Ended at (for ended calls)
The "Started at" time can be found in the "Started at" column and the call details panel. The other times are available in the tooltip of the same column.
Call identifier
If you need to discuss a specific call with the Aircall Support team, you may need the Call id (UUID)
This is available in the calls detail panel for you to copy and paste to one of our support agents.
Other call related content (Tags, Notes, Summary, Key topics..)
To learn more about a call and further analyze its content for troubleshooting or coaching purposes, you can access the following:
- Call timeline, recording and voicemail, if any (see Main actions)
- (Via the call details panel for ended calls) Tags, Notes, Conversation Summary, Key topics, if any
What else do I need to know?
Please have a look at these useful tips that will help you better understand better these metrics.
In case of questions or issues, you can also have a look at our troubleshooting articles here.