Analytics: Metrics

This article lists the metrics used in Aircall’s Analytics dashboards.

Tip: Most metrics in the Analytics and Live Monitoring dashboards include built-in tooltips.
Hover over the “i” icon next to a metric in the dashboard to view its definition and calculation directly.

Before diving into the metrics, here’s how to understand and navigate the information below.

Understanding the “Included in” column

Each table below contains an Included in column that shows where the metric can be found across Aircall’s dashboards.

• Dashboard references: If a metric appears in at least one chart or data table within a dashboard, that dashboard is listed.
• Derived metrics: If a metric is derived from another (for example, an average or percentage), dashboards that include the base metric are also listed.
• Drill-down metrics: If a metric only appears when you click into a chart to see individual call details, that dashboard is not listed.

Note: For definitions of the key terms used in the dashboards, refer to the articles Analytics: Terms and Analytics: Call attributes.

Call volume

Call duration

User events

Messaging

These metrics appear if SMS is available and activated for your account.

Network diagnostics

User status

These metrics are based on the different statuses users can set manually or automatically. See User Availability Statuses for detailed definitions.

Further notes

Limitations for metrics based on user events

Some metrics depend on user activity events (for example, setting status to Back Office). These metrics can be filtered by date, hour, and user, but not by call-related filters such as call ID, line or number, tag, outbound call duration, or teams.

Filtering user status metrics by date

When applying date filters to time-in-status metrics, note the following:

• Only statuses that have ended are counted. Ongoing statuses do not appear.
• In User Status History+, all statuses that started during the selected period are included, and their full duration is displayed even if the status ended afterward.
• In User Activity+ and Monitoring+, all statuses active during the period are counted, including:
  • Statuses that started and ended within the period.
  • Statuses that started during and ended after the period.
  • Statuses that started before and ended during the period.

Example:
If the selected period is yesterday from 05:00 – 06:00:

• John was available 04:10 – 06:30 → counted as 01:00.
• Alice was available 05:20 – 06:30 → counted as 00:40.
• Mark was available 04:10 – 05:45 → counted as 00:45.

Long-duration statuses (over 24 hours)

• Only up to 3 calendar days of a continuous status are counted.
• Remaining time is refreshed overnight (after 00:15 UTC).

Limitations when using the Aircall Workspace mobile app.

Some data may be missing when users receive inbound calls on the Aircall Workspace mobile app. For example, the total number of ringing attempts, unanswered attempts, or declined calls may be incomplete.
This limitation does not apply to outbound calls made through the mobile app.