In order to help track a variety of individual and team call metrics in Salesforce, your Aircall-Salesforce integration includes a new Dashboard built by Aircall.
The Aircall Metrics Dashboard displays 18 out-of-the-box reports based on call data that Aircall logs into Salesforce. Customize the reports to fit your needs, and use insights on your team’s call trends to inform key coaching and staffing decisions.
To better understand each report, please make sure to review our article on Salesforce Call Logging - Fields, which details the Salesforce fields used for call logging.
The Aircall Metrics Dashboard includes the following reports:
Pick-up rate by Agent
This report is based on the Connection status field, and will show the number of inbound calls that were answered (“Connected”) and not answered (“Not connected”), based on which agent the calls are assigned to. (Please note this report does not include the pick-up rate for outbound calls).
Pitch Success Rate by Agent
This report displays the success rate of your agent reaching and speaking with a customer, referred to as a “pitch.” This is defined by the Call duration for each call assigned to an agent. By default a pitch is considered Unsuccessful if the Call duration is under 30 seconds, Partially Successful if between 30 seconds and 120 seconds, and Successful if over 120 seconds.
Total Number of Missed Calls
This report shows the percentage of inbound calls that are missed.
Missed Call Ratio
This report shows a breakdown of the percentage of each Missed Call Reason for all missed calls.
Missed call by Agent
This report shows the number of missed calls assigned to each agent. (For more information on how calls are assigned, please review the section on OwnerId here).
Missed call by hour
This report shows the total number of missed calls during each hour of each day. The hour is determined by the Hour of the day field.
Total Call Volume by Agent
This report shows the total time, in minutes, each agent has spent on calls. This time is based on the Call Duration.
This report will show a breakdown of the different CallDispositions/Call Results for your calls. (Please note that you may see one call marked simply as “Inbound” as this is the disposition for the initial test call made when setting up the integration).
Call distribution by agent
This report shows a breakdown of the different CallDispositions/Call Results for each agent’s calls.
Call by Country
This report shows a breakdown of how many calls have been made/received to/from different countries. The country is determined by the custom Aircall field Country in Salesforce.
Best Times to Call
This report shows a graph of how many calls are connected at each hour of the day. This includes both inbound and outbound calls.
Call volume by Account
This report shows a breakdown of how many calls have been made/received to/from each Account in Salesforce. (Please note this report will not include any calls to Leads/Contacts that are not assigned to an Account).
Average Call Volume
This report shows the average Call duration for all calls, in minutes.
Call volume by agent
This report shows the total number of calls for all agents.
Average Call Volume by Agent
This report shows the average Call duration, in minutes, for each agent.
Call Waiting Time
This report shows a breakdown of the average waiting time, in seconds, callers experience at each hour of the day before connecting with an agent. The Waiting Time is determined by the custom Aircall field Waiting Time in Salesforce, which is only calculated for inbound calls.
Average Waiting Time (sec)
This report shows the average waiting time for all calls.
Longest Waiting time (sec)
This report shows the longest waiting time for all calls.
Still in need of assistance? Please feel free to reach out to the Support Team and we’ll be happy to assist!