Monitoring Overview
Global KPI’s Breakdown
Number KPI’s Breakdown
User KPI’s Breakdown
Last Week’s User Availability
Through Analytics+, you will also have access to a secondary dashboard called Monitoring. Once you have 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 KPIs and to use Aircall to its full potential.
As with the Analytics+, you will be able to make use of new advanced filters that allow you to break down your data by user, team, and line activity.
How to access Monitoring
Log in to the Dashboard
Select Stats located in the navigation menu on the left-hand side of the screen
Click on Monitoring
Use the filters to sort through the data you’re looking for
Click on Update located on the right-hand side of the page
Filters
At the header of the Monitoring page, you will 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)
Timezone
⚠️ Please note that these pre-set filters are not customizable.
You will also be able to 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.
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
Total Inbound Calls
Total Outbound Calls
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.
⚠️ Inbound SLA includes the Welcome message/ IVR message. You can edit the SLA to be longer based on the duration of the Welcome/IVR message.
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:
Total Inbound Calls
Total Outbound Calls
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 users' and teams' call and application activity. You will see the information categorized into the following sections:
User Name
Ringing attempts
Outbound connected calls
Ringing attempts answered
Percent answered within SLA
Ringing attempts missed
Any missed calls called back by agent
Declined inbound by user
Transfers by user
Avg Time on All Calls
Avg Time on Inbound Calls
Avg Time on Outbound Calls
Total Time on Available status (Desktop)
Total Time on Available status (Mobile)
Total Time on In Call status
Total Time on Do Not Disturb status
Total Time on After Call Work status
Total Time on Hold status
Total Time on In Training status
Total Time on On A Break status
Total Time on Out For Lunch status
Total Time on Back Office status
Total Time on Other status
⚠️ Please note: After-call work takes into consideration the time spent in wrap-up time or stuck in mandatory call tagging if activated
Last Week’s User Availability Overview
In this chart, you will see information about individual users’ phone activity for the previous week only. This is displayed by:
User Name
First sign-in
Last sign-in
Total time signed in
⚠️ Please note: 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.
What is not available in Monitoring?
⚠️ Please note: Once Analytics+ has been enabled, it can take approximately one hour for data to be populated. By default, a few weeks of your data will be added for Analytics+, and not your entire history of data.
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 Activity Feed. Meaning, it does not capture real-time data. The data here is automatically refreshed every two hours.
📚 If you would 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 will be happy to assist!