Looking to see your call activity in real-time? Aircall's Activity Feed displays real-time metrics of your activity and is available through the Professional or Custom plans (previously Enterprise) and is a great tool for admins to view their service level at a glance.
How to access Activity Feed
Log in to the Dashboard
Click on Activity Feed located in the navigation menu on the left-hand side of the screen
Switch on the Live Feed by clicking on the icon in the right-hand corner of the page
Feel free to adjust the Live Feed to the Full-Screen view by toggling on the Full-Screen button located on the left-hand side of Live Feed
The Live Feed feature will include all availability statuses, and Admins will be able to have a clear idea of how many users are currently in each status.
Under the User Availability section, you can check how long agents have been in their current status (available, unavailable, on a break, out for lunch, in training, back-office after call work, in call, offline).
Inside each status, agents are ordered by the amount of time they have spent in that status (in descending order):
⚠️ Please note that in Live View only the last 40 items will appear from this view. The view will update as new calling activity occurs.
How does the Live Feed Work?
The Live Feed is composed of three main sections:
Service level: Evaluate the quality of your call center by knowing the percentage of inbound calls answered below a specific threshold, (chosen by the Admin). For example, if the service level is 30 seconds, the exact calculation is service Level = (# of inbound calls answered in less than 30 seconds) / (# of inbound calls answered in total).
Calls Waiting: Know the exact number of inbound calls currently waiting for an answer and see which numbers are in your caller's queue by hovering your cursor over the Calls Waiting box.
Missed calls in the last 30 minutes: Know the number of calls you have missed during the last 30 minutes.
Longest waiting time: This allows you to know which customer has been waiting for an answer from your team for the longest amount of time and who is currently still on hold.
The average waiting time in the last hour: Check the average waiting time of all inbound calls answered during the previous hour.
In this section, you can see all ended or ongoing inbound and outbound calls. You are also able to listen to all calls for all users by accessing the Call Coaching feature. Please note the time listed for each call will be shown in the timezone your computer is currently set to.
Still in need of assistance? Please feel free to reach out to the Support Team and
we will be happy to assist!