An enhanced version of this dashboard, Live Monitoring+, is also available to a select number of Analytics+ customers, and will be expanded to all Analytics+ customers over the coming months.
For more details about the features available on Live Monitoring+ versus Live Monitoring, please see here.
This article guides you through the main points you need to know to get started with Live Monitoring or Live Monitoring+.
Where relevant, additional links have been provided to enable you to learn more about how to make the most of this feature.
Were you already using the Live Feed? Please refer to this article to learn what has changed.
Purpose of this dashboard
The Live Monitoring dashboard is designed to help you effectively monitor and optimize your operations in real time.
You can boost individual and collective performance by:
- Comparing users based on their calling KPIs, track outliers, and let your team members know where they stand.
- Coaching newcomers or using call coaching and whispering to provide live support on more difficult calls.
As a sales team leader, you can optimize your outbound and inbound sales strategy by:
- Tracking in real time where you stand with your overall outbound calls target
- Making sure you don’t miss an inbound sales opportunity
- Analyzing past calls after the fact to improve your sales pitch, with details like the call timeline, notes, tags, call summary, and more.
As an support team leader, you can optimize your inbound support strategy by:
- Assessing where you stand compared to your SLA target.
- Making sure you don’t miss calls or keep customers waiting too long
- Analyzing missed or long calls after the fact to improve performance, using details such as the call timeline, notes, tags, call summary, and more.
- Adapting your allocation of planning and resources across your different phone lines based on real time demand for each, with a breakdown of your activity per number.
Tabs
The Live Monitoring dashboard includes the following tabs:
Calls tab
- 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 view 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.
Find more details here.
Users tab
- This tab offers a breakdown of activity for each user, enabling you to monitor individual performance and optimize user activity.
- Furthermore, you can coach a user from this tab, where that user is currently on a call.
Find more details here.
Numbers tab (on Live Monitoring +)
- This section provides an activity breakdown per number, allowing users to identify potential bottlenecks on lines. Users can then make adjustments to agent allocation on specific lines as necessary.
Find more details here.
Top KPIs
At the top of the screen, you can evaluate the entire situation at a glance with top KPIs. These KPIs include total number of calls, unanswered calls, calls waiting, and the number of users in each status.
By clicking on a KPI, you can delve deeper for more details. For example:
- If you click on Calls waiting, you will be presented with the list of calls that are currently waiting to be answered.
Learn more here.
Filters and settings
This chapter outlines how you can setup your dashboard to focus on the data that matters to you.
To learn more about each filter and setting, refer to this article.
Filters
- Filter by specific users, numbers, or teams with the dashboard-wide filters.
- With Live Monitoring+, you can also choose to show all live data for today, the last 24 hours, or the last hour.
- For Professional customers, you will see the data from today.
Alongside the dashboard-wide filters at the top of the page, on the Calls tab, you can filter your calls based on their current state (ongoing, inbound answered, etc.)
Similarly, on the Users tab, you can filter the list of users based on the current status of your users (for example, displaying only the live data for users that are available).
Settings
SLA settings
By clicking the gear icon to the right of your SLA, you can choose the maximum time to answer used as the reference for your SLA metric. Learn more here.
With Live Monitoring+, you can also choose when to display the SLA in green, orange or red depending on its percentage. This will allow you to immediately spot any issues with your service level at a glance.
Focus on inbound, or on inbound and outbound
Depending on your activity and number setup, you may wish to prioritize only certain users and numbers. For example, inbound support team leaders may wish to prioritize users and numbers that are critical to your inbound calling activity. While this may not be relevant if you are an outbound sales leaders.
By clicking on the gear icon at the top right hand side of the page, you can filter your dashboard accordingly.
⚠️ Please note: By default, Consider all users is selected.
For example, if you choose Focus on inbound calls, the Users status KPI will only include users that are in the inbound distribution and ignore the one that are outbound only.
To learn more about this setting and how it impacts what you see on each tab, refer to this article.
Save filters and settings
Want to keep specific settings and filters? Just click Save to store your current filters and Restore to bring them back anytime.
However, if you wish to switch quickly between different filter values (say, from focusing on your sales lines to your customer support lines), you're free to bookmark each setup in a specific URL to use it again later.
Troubleshoot and drill down
Here are some tips allowing you to spot and troubleshoot call-related issues in your organization faster.
Sort users or numbers
You can sort the Users tab by each metric. For example, to focus on users making the most outbound calls, simply click on the Outbound column.
Likewise, on the Live Monitoring+ dashboard, you can sort the Numbers tab in the same way. This allows you to, for example, identify your number with the lowest SLA% or with the most calls currently waiting.
Learn more about an individual call
There are a few ways to learn more about the individual calls appearing on the Live Monitoring dashboard.
- Hover over the call in each column to see more details. For example, hovering over the icon in the first column will display the reason why a call was unanswered.
- Access the call timeline, call recording, or voicemail recording to troubleshoot a call further.
- Click on an ended call to access further details such as notes, tags, the recording, and (if you have an Aircall AI subscription) the call summary and key topics.
Troubleshoot an issue identified with your top KPIs
As explained above, most top KPIs can be drilled down into to display the calls or users comprising it, just by clicking directly on the KPI.
On the Live Monitoring+ dashboard, if you’ve spotted an issue, with your SLA for example, you can navigate to the numbers tab to investigate whether the issue is connected to a specific number.
Access a specific user’s (or number’s) calls
On the Live Monitoring dashboard, you can use the Users or Numbers filter on the Calls tab to access a list of calls for a specific user or number.
On Live Monitoring+, on the Users tab, you can also click directly on a user to access all ongoing or ended calls attributed to that user. To understand more about which details are visible in this view, particularly in the case of transferred calls, please see here.
Likewise, on the Live Monitoring+ Numbers tab, clicking directly on a number will display all calls attributed to that number.
Learn more
Set yourself up for success
To make the most of Live Monitoring, it is important to set up your dashboard based around your specific needs, as well as to ensure you understand how your metrics are calculated.
Configure your settings
- Set whether your dashboard is focusing on inbound calls or all calls, depending on what is most relevant to you. (See above)
- Configure your SLA to make sure you are answering enough calls on time.
Understand how metrics are calculated
Understanding how your metrics are calculated is important to be able to properly leverage them without misinterpretation. To this end, please refer to the following guidance:
-
Tooltips:
- Most metrics on the screen have a quick tooltip definition. Just hover over a metric to display the definition, or hover over the ℹ️ icon.
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Help Center documentation:
- More in-depth definitions of all metrics can be found in the following articles: Analytics: Metrics, Analytics: Call attributes
- You can also learn more about how the Users, Teams, and Numbers filters work here.
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Other useful tips:
- A call will display on the dashboard as an answered inbound call, unanswered inbound call, or outbound call, and counted within the number total calls, only once the call has ended.
- The data displayed on screen is auto refreshed. Some metrics can be refreshed with a slight delay. You can learn more about refresh rate here.
- On the Users tab, you will find a metric for both Answered inbound calls and calls picked up by a user. Please note that these two metrics are not the same.
- In case of transferred calls, an answered call will only be credited to the last participant of the call. In contrast, a call will be credited to a user as a picked up call every time that user participants in an inbound customer call.
- To learn more and see some examples, click here.
- The definitions of some metrics have been improved in the Live Monitoring dashboard compared to Live Feed and Analytics. You can learn more here.
In case of questions, please refer to our Troubleshooting articles here.
Accessing Live Monitoring or Live Monitoring+
Accessing Live Monitoring
- Customers with previous access to the Live Feed are automatically granted access to the Live Monitoring dashboard.
- All other customers are able to access the Live Monitoring dashboard by subscribing to the Professional plan.
Accessing Live Monitoring+
The Live Monitoring+ dashboard is available to all Analytics+ customers, regardless of their plan.
Who in my organization can access Live Monitoring and Live Monitoring+?
As with all analytics dashboards, Live Monitoring and Live Monitoring+ are visible to any user with an admin and/or supervisor role.
What are the differences between Live Monitoring and Live Monitoring+?
Live Monitoring+ allows you to dig even deeper into your live metrics to identify and troubleshoot issues faster. You can learn more in this article, but here we’ll summarize the key differences.
Numbers tab
- Live Monitoring+ includes an additional Numbers tab, providing a breakdown of the most critical metrics per number and allowing for additional troubleshooting. For example, should you notice that your SLA% is too low, you can refer to the Numbers tab to identify whether this issue comes from a specific phone line.
Drill down to individual calls from the Users and Numbers tabs
- On the Users tab of the Live Monitoring+ dashboard, clicking on an individual user will allow you to drill down into all ongoing and ended calls attributed to this user. To understand more about which details are visible in this view, particularly in the case of transferred calls, please see here.
- Likewise, on the Numbers tab, clicking directly on a number will display all calls attributed to that number.
Color coded thresholds for your SLA
- You can choose when to display your SLA in green, orange or red, depending on the specific percentage. This allows you to identify any issues with your SLA at a glance.
More time ranges available
- While the Live Monitoring dashboard will display all calling data for today, the Live Monitoring+ dashboard allows you to focus on today, the last 24 hours, or the last hour.
Key differences with the legacy Live Feed
For a quick overview of what’s changed compared to the existing Live Feed, please learn more in this article.