The Live Monitoring dashboard helps you oversee and optimize your team’s call activity in real time. An enhanced version, Live Monitoring+, is available for Analytics+ customers.

What you can do with Live Monitoring and Live Monitoring+

These dashboard enable you to track call activity, support your teams, and make data-driven decisions in real time.

You can use them to:

  • Compare users based on key calling metrics, identify outliers, and help team members understand their performance.
  • Provide live coaching or whispering support during ongoing calls.
  • Monitor and optimize sales or support performance.
RoleObjectiveHow Live Monitoring helps
Sales team leadersOptimize outbound and inbound sales performance
  • Track progress toward outbound call targets.
  • Ensure no inbound sales opportunities are missed.
  • Review past calls (notes, tags, timelines, summaries) to refine sales strategies.
Support team leadersImprove customer support efficiency and SLA performance
  • Monitor performance against SLA targets.
  • Prevent missed calls or long customer wait times.
  • Review call details to identify performance issues and optimize agent allocation.
  • Rebalance resources across lines based on live demand per number.
  • Rebalance resources across lines based on live demand per team (Live Monitoring+ only).

Features specific to Live Monitoring+

Live Monitoring+ includes all the features of Live Monitoring, with additional tools that let you explore data in greater depth to spot and troubleshoot performance issues faster.

FeatureLive MonitoringLive Monitoring+
Numbers tabNot availableDisplays per-number breakdowns
Users tabNot availableDisplays per-user breakdowns
Drill down from Users/Numbers tabsCalls tab onlyClick users or numbers to see all related calls
SLA color codingFixedCustomizable thresholds
Time rangesTodayToday, last 24h, or last hour
Setting to choose the teams you wish to focus onNot availableChoose whether the teams filter shows calls based on users belonging to the team or calls routed to the team (including queued and unanswered calls).

You can find more information about these features below in this article.

Who can access Live Monitoring and Live Monitoring+

The Live Monitoring dashboard is available to customers who had access to the Live Feed. Also available on the Professional plan.

The Live Monitoring+ is available for companies with the Analytics+ add-on. Access is granted to users with admin or supervisor roles.

The displayed data may be limited by your permissions, including visibility to specific numbers or teams. Please visit our article Understanding permissions in Analytics for more details.

Tabs overview

The Live Monitoring and Live Monitoring+ dashboards include several tabs to help you visualize activity from different angles.

TabPurposeKey actionsLearn more
Calls tabView all calls in real time to oversee performance and identify potential issues.
  • Coach calls (listen or whisper).
  • Access call details including timeline, notes, tags, recordings, and summaries and key topics( if you've subscribed to Aircall AI).
Live Monitoring: Calls tab
Users tab (Live Monitoring+ only)Monitor each user’s activity to assess performance and provide live coaching when they are on a call.
  • Track user performance.
  • Coach users during live calls.
Live Monitoring+: Users tab
Numbers tab (Live Monitoring+ only) View activity by number to identify bottlenecks or imbalances in call volume.
  • Analyze per-number activity.
  • Adjust agent allocation as needed.
Live Monitoring: Numbers tab

Top KPIs

At the top of the dashboard, you’ll find key metrics such as total calls, unanswered calls, calls waiting, and user statuses.

Click any KPI to view related data. For instance, selecting Calls waiting will display the current waiting calls.

For more information about the top KPIs for Live Monitoring and Live Monitoring+, please check our article Live Monitoring: Top KPIs

Filters & Settings

For detailed information about Filters & Settings in Live Monitoring and Live Monitoring+, please check our article Live Monitoring: Filters and settings.

Filters

Customize your dashboard to focus on the data that matters most.

  • Filter by users, numbers, or teams.
  • On Live Monitoring+, you can view data from today, the last 24 hours, or the last hour.
  • Professional plan users will see data from today only.

Each tab offers additional filters:

  • Calls tab: Filter by call state (e.g., ongoing, inbound answered).
  • Users tab: Filter by user status (e.g., available, busy).

Settings

SettingDescriptionAvailable on
SLA settings

Click the gear icon next to your SLA to:

  • Define the maximum time to answer. 
  • Exclude specific unanswered call reasons from SLA calculations.

Live Monitoring+ only: Set color thresholds (green, orange, red) to visualize SLA performance at a glance.

Gif SLA settings
Live Monitoring & Live Monitoring+
Unanswered calls settings

Click the gear icon next to your Unanswered KPI to exclude specific call reasons from the calculation.

Gif unanswered call settings
Live Monitoring & Live Monitoring+
Focus on inbound or all calls

Choose whether the dashboard tracks all users or only inbound users. 

By default, Consider all users is selected. Changing this impacts which users and metrics are displayed across tabs.

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.

For more information, please visit our article Live Monitoring: Focus on Inbound setting.

Live Monitoring & Live Monitoring+
Team settings

Choose the teams you wish to focus on:

  •  Users belong to team (default): Show calls and KPIs based on users who belong to the selected teams. This is best for user-based performance and outbound metrics.
  • Call routed to team: Calls and KPIs are based on the teams that calls are routed to, including queued and unanswered calls. This is best for monitoring queue size and SLA at the team level in real time.

Your choice is saved in your user settings and preserved in the URL, so you can bookmark different views (for example, per team or per business unit). Customers without Analytics+ may see an upgrade prompt when trying to use this setting.

Image showing the setting to choose the teams you wish to focus on for Live Monitoring+
Live Monitoring+
Save filters and settings

Save preferred filter and setting configurations using Save, and restore them anytime with Restore. 

Save and restore button location
Live Monitoring & Live Monitoring+

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.

Call & User statuses

Inbound call statuses

StatusDescription
In IVRThe customer is listening to audio messages such as a welcome message or selecting an option in the IVR menu.
In QueueThe customer is in a waiting queue, waiting for an available user to pick up.
Ringing

Inbound: At least one user’s phone is ringing. The customer is waiting for a user to answer.

Outbound: The user is calling a customer and waiting for them to pick up.

In Call

Inbound: The customer is currently in a live call with a user.

Outbound: The user has successfully connected to a customer, voicemail, or another automated message.

Outbound call statuses

StatusDescription
RingingThe user is calling a customer and waiting for them to pick up.
In CallThe user has successfully connected to a customer, voicemail, or another automated message.
Note: When routing inbound calls to external numbers, the external number will be treated the same as a user in the distribution.
For example, if an inbound call is currently ringing to an external number and waiting for someone on that number to answer, the call status will display as Ringing.

User statuses

The Live Monitoring dashboard displays the number of users that are currently in a specific status. For more information about what the different user statuses mean, please visit our article Analytics: User status list.

Image showing the different user statuses in Live Monitoring

Set yourself up for success

TipDescription
Configure your settings
  • Choose whether to focus on inbound calls or all calls.
  • Set up your SLA to monitor timely responses.
  • The dashboard timezone follows your computer’s timezone.
Sort data tablesSort by any metric to highlight trends, such as the user with the most outbound calls or the number (specific for Live Monitoring+) with the lowest SLA. 
Understand your metrics

Tooltips: Hover over the “ℹ” icon for quick in guidelines and metrics definitions.

For complete explanations, see:

Troubleshoot KPI issues

Click any KPI to view the data it represents. 

On Live Monitoring+, for example, you can investigate low SLA performance by switching to the Numbers tab.

Learn more about individual calls
  • Hover over a call to view key details (e.g., unanswered reason).
  • Access call timelines, recordings, or voicemails.
  • Click ended calls to see notes, tags, recordings, and AI summaries (if you have an Aircall AI subscription).
Drill down

You have the option of drilling down into the individual calls comprising the metric, for further investigation.

On Live Monitoring+: Clicking on a user displays all ongoing and completed calls associated with that user. Clicking on a number shows all calls attributed to that specific phone number.

Learn more with Aircall Learning LabDiscover everything you need to know about Live Monitoring with our free course in the Aircall Learning Lab: Introduction to the Live Monitoring Dashboard.
Note: A call appears as inbound answered, inbound unanswered, or outbound only after it ends. Data auto-refreshes, though some metrics may have slight delays.
Important: In transferred calls, answered calls count for the final participant, while picked-up calls credit each participant involved.