Monitoring Overview

  • Global KPI’s Breakdown
  • Number KPI’s Breakdown
  • User KPI’s Breakdown
  • Last Week’s User Availability

Through Analytics+, you’ll also have access to a secondary dashboard called Monitoring. Once you’ve qualified for access to Analytics+, the Monitoring dashboard will be included in the package. This dashboard provides the ability to drill down on your users, teams, and lines on an hourly basis through several interactive charts and data exports via .CSV file.

Monitoring provides a micro view of the activity within your team and on your phone lines, which ultimately, will allow you to track and measure your company’s KPI’s and to use Aircall to its full potential.

As with the Analytics+, you’ll be able to make use of new advanced filters that allow you to break down your data by user, team, and line activity.

What is not available in Monitoring?

Monitoring is also not available for customization at this time.

This new section of the Analytics+ is also not to be confused with Aircall's Livefeed. Meaning, it does not capture real-time data. The data here is automatically refreshed every two hours.

Filters

At the header of the Monitoring page, you’ll see a filter drop-down which will allow you to filter by:

  • Date
  • Date Breakdown (hourly, daily, monthly) *time aggregation in 24- hour time
  • Business Hours
  • User
  • Inbound SLA (in seconds)

*Please note that these pre-set filters are not customizable.

You’ll also be able to change the display view of the information in your local timezone, download as a PDF, or download as a .CSV. You can do so by navigating to the upper right-hand corner of the filter section. Then, click run to populate the graphs below with the data.

The data displayed in each chart be defined by the selected data period applied in the filters. Do keep in mind that the chart is interactive and provides the ability to hover over elements and click on data to get more of a drill-down of the data.

Global Call KPI’s Breakdown

The Global Call KPI’s chart allows you to view specific performance details on your lines in Aircall through the following fields:

  • Date & hour
  • Inbound
  • Outbound
  • Answered Inbound
  • Percent of answered inbound
  • Percent answered within SLA
  • Missed Inbound
  • Percent Missed Inbound not called back*
  • Average inbound duration
  • Average outbound duration
  • Average wait time

*The data provided on missed calls is calculated within the 24 hour period.

*Average inbound/outbound durations are calculated from the moment the call begins or ends.

Number KPI’s Breakdown

In this chart, you’ll have access to your call KPI’s grouped by your numbers. This data will be drilled down into the following fields:

  • Inbound
  • Outbound
  • Answered inbound
  • Percentage of answered inbound
  • Percentage answered within the SLA
  • Missed inbound*
  • Missed inbound not called back*
  • Percentage missed inbound not called back
  • Average inbound duration
  • Average outbound duration
  • Calls average waiting answered
  • Average inbound abandon
  • Average wait time
  • Call average time in IVR

*The data provided on missed calls is calculated within the 24 hour period.

*Average inbound/outbound durations are calculated from the moment the call begins or ends.

User KPI’s Breakdown

The User KPI’s Breakdown allows you to see microdata on your user's and teams call and application activity. You’ll see the information categorized into the following sections:

  • User Name
  • Inbound
  • Outbound
  • Answered Inbound
  • Percent answered within SLA
  • Missed inbound
  • Missed inbound called back
  • Declined inbound by user
  • Transfers by user
  • Average Talk time
  • Average Pick-up time
  • Average Inbound Duration
  • Average Outbound Duration
  • Available Time
  • In-call Time
  • Do-not-disturb time
  • After-call work time

Last Week’s User Availability Overview

In this chart, you’ll see information about individual user’s phone activity for the previous week only. This is displayed by:

  • User Name
  • First sign-in
  • Last sign-in
  • Total time signed in

Some footnotes on the data…

  • Average talk time includes both incoming and outgoing calls.
  • After-call work takes into consideration the time spent in wrap-up time or stuck in mandatory call tagging if activated.
  • The availability is the aggregation of the time spent in the different availability status, regardless of the connected device.
  • Total time does not consider the time spent in do not disturb or logged out of the phone entirely.

If you would like to get more insights on how Analytics+ can help your team, simply reach out to your Sales or Account manager to request a demo.

If you'd like to learn more about the Analytics+ Dashboard, refer to our guide.

Still in need of assistance? Please feel free to reach out to the Support Team and we’ll be happy to assist!

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