Analytics+

Analytics+ Overview

With Analytics+, Aircall offers the ability to manage your team’s performance from a bird's eye view. This Dashboard provides the ability to zoom in on your call activity through several interactive graphs and data exports via .XLS file.

Geared towards teams that need to dig deep into readily available data, you will be able to hone in on the most used tags, the top users making, receiving, and missing calls, and 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 Analytics+?

Analytics+ is unfortunately not customizable at this time. We worked with a partner to build the available graphs and tables so that you can drill down into specific types of data. We have performed a field study of the most requested and consulted data and built what we feel is the most helpful for our customers.

This new feature is also not to be confused with Aircall’s Activity Feed which allows you to see real-time analytics and monitoring of your agents and lines with an automatic auto-refresh.

⚠️ The Analytics+ package auto-refreshes every two hours.

How Can I Get Access?

If you are already a customer and interested in exploring Analytics+ please contact your Customer Success Manager to see if you qualify. If you are new to Aircall and currently in a trial, simply reach out to your Sales Manager to see how you can qualify.

How does Analytics+ differ from Advanced Analytics?

As with Analytics+, the Aircall Analytics feature provides an outlook on your team's performance. However, the biggest difference notably in Analytics+ is the ability to have precise data-driven snapshots available at hand. Whilst in Analytics, the ability to retrieve the data will have to be manually performed by an admin once exported via .XLS file.

Accessibility is the second difference between the two; Analytics is only available through the Professional Plan, while Analytics+ is offered at an ad-hoc level.

What’s the difference between Stats Overview, Analytics, and Analytics+?

Feature	Plan	Capabilities
Stats Overview	Essentials	Filter by line and date range (up to 6 months retroactively) Standard missed call reason graph User call breakdowns Export via .XLS file
Analytics	Professional	Activity (count and duration of both inbound and outbound calls) Customer Service (missed inbound calls, voicemail data on missed calls, average waiting time, treatment time) Productivity (average duration of both inbound and outbound calls per user) Advanced filters to get more granular data Export via .XLS file
Analytics+	Ad-hoc	Analytics+ Overview of Call Activity Trends Calls Overview Advanced Filters Timezone Choice Detailed Graphs Exportable Data Monitoring KPI's Breakdown on user, team, and line-level Advanced Filters Timezone Choice Detailed Graphs Exportable Data

Now let’s take a closer look at how Analytics+ can help your team be successful in Aircall.

Filters

At the forefront of the Analytics+ homepage, you will see a filter drop-down which will allow you to filter by:

Date
Date Breakdown (hourly, daily, monthly, custom,) *time aggregation in 24- hour time
Inbound SLA (seconds)
Business Hours (set by default from 9 a.m.-6 p.m. in your timezone)
Users
Teams
Lines
Tags
Missed Reasons

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

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

Once you have applied the filters for the data you are looking for, then the four tiles will change to correspond and match the time frame selected.

Drill Down Details

In Analytics+, you can utilize the drill-down feature which will provide you with precise details on your Aircall activity. Utilizing the drill-down feature will allow you to understand your metrics and empower you to utilize your resources to their fullest potential. Here are the available drill-down details:

Outbound	Inbound	Total Calls
Created time	Created time	Created time
Agent name	Agent name	Agent name
Line name	Line name	Line name
Direction	Direction	Direction
In call duration	In call duration	In call duration
From	Waiting time	Waiting time
To	Waiting time without welcome message	Waiting time without welcome message
Disconnected by	Welcome message duration	Welcome message duration
Via	Missed reason	Missed reason
Recording	From	From
Comments	To	To
Tags	Disconnected by	Disconnected by
	Voicemail	Voicemail
	Recording	Recording
	Comments	Comments
	Tags	Tags

KPI’s

The five tiles represent the headlines of your Call Activity and consist of:

Inbound Calls
Outbound Calls
Total Calls (missed, inbound and outbound)
Missed Inbound Calls
Inbound in SLA

Feel free to hover over the question marks to get details about each tile in case something is not clear.

💡 Pro-tip: When applying filters to the tiles, please consider your phone number's business hours. Within the filters, the business hours will automatically be set to 9 a.m. to 6 p.m. However, if you have phone lines in different time zones and set to different opening and closing hours. Please set the filter as in between 0 and 23.

Trends

Within the Trends section, you will be able to see an overview of your Call Evolution for the selected date period as well as the most used tags.

Call Evolution

It is an interactive linear graph showing the distribution of missed, inbound, and outbound calls throughout the specified time period applied in the filter. Click on the peaks to open up a new window within the dashboard that shows a detailed

breakdown of the data, also available to download by .XLS.

Most Used Tags

The most used tags is an interactive bar graph that shows the most used tags by your agents. The first bar will always show the number of calls that were not tagged for the selected period of time. Here, you can also click on the bar to display all tagged calls or download a .XLS file.

💡 If you remove a tag from a previously tagged call, it will appear in untagged calls.

Calls Overview

This section of Analytics+ will show variations of bar graphs that detail the top missed reason, called back calls, and most active users. Do not forget that each of these graphs is interactive.

Missed Reasons

The missed reasons bar chart shows the total number of missed calls grouped by reason. Each column is divided into called by and not called back to provide a snapshot of the calls that were missed and called back by a user.

A missed call is considered called back when a user calls back within the same day and when the missed call is called back directly from the missed call detail in the To-Do Section of the phone application. This information is calculated based on a call not being called back within 24 hours.

Missed vs. Answered- Hour of Day

In this graph, you will be able to see a breakdown of missed vs. answered calls throughout the specific hour of your working day.

Answered = green
Missed = orange

Be sure to check your ringing rule when utilizing the Team feature in the Call Distribution of your phone number. If you are using the “random ring rule” this metric will not take into consideration everyone in the distribution, only those who received a call ping.

Top Users Making Calls

In this graph, you will see the breakdown of your top users proactively making outbound calls for the selected period.

⚠️ Please note that the Top Users Missing Calls, Answering Calls, and Making Calls sections will always show data for all numbers in your company, regardless of the filters applied.

Some drill-downs are not available, if you see the message “drill down not available”, don’t hesitate to reach out to your Success Manager to see if a drill-down is possible.

📚 Learn more about the new Monitoring section here.

📚 Further Analytics+ and Monitoring Troubleshooting

Still in need of assistance? Please feel free to reach out to the Support Team and

we will be happy to assist!