The Overview dashboard, located in the Analytics section of the Aircall Dashboard, provides a consolidated view of your company’s activity across calls, messages, and AI Voice Agent usage. It is designed to help you understand performance at a glance, investigate trends, and identify areas requiring action.
The dashboard is divided into five tabs:
General Performance
Inbound
Outbound
Messages
AI Voice Agent (only shown if your account has the AI Voice Agent add-on)
Each tab includes its own dedicated KPIs, charts, and filters.
NOTE:
For more information about key terms, call attributes and metrics, refer to the following articles:
• Analytics: Terms
• Analytics: Metrics
• Analytics: Call attributesWho can access it
The Overview dashboard is available to users with Admins and Supervisors roles.
The data shown may be restricted based on your number and team permissions. Please visit our article Understanding permissions in Analytics for more details.
What you can do with this dashboard
With the Overview dashboard, you can:
Understand call activity and trends across inbound and outbound calls.
Measure performance against key indicators such as missed calls, service level, connected rates, and talk times.
Monitor SMS, MMS, and WhatsApp message volumes.
Assess the impact of your AI Voice Agent, including how many calls it handles and for how long.
Compare performance to previous periods using automatic trend indicators.
Export data for further analysis.
IMPORTANT:
The Overview+ dashboard is not a real-time dashboard. For live insights, use Live Monitoring dashboard instead.
Key terminology
For definitions of key terms used in this dashboard, refer to the article Analytics: Terms. You can also find a quick definition of each KPI or graph in its tooltip.
General tip
| Tip | Description |
|---|---|
| Hide and show elements of a graph | Click directly on the legend to hide a metric. Click again to display it. |
| Export | Learn how to export your data in the Exporting data section of this article. |
| Tooltips | Hover over the “ℹ” icon for quick in-dashboard guidelines. |
| Data limits | Tables can display up to 5,000 entries. Use filters to narrow your search. |
| Reset filters | Use the Reset button at any time to return to default settings. |
Filters
Most tabs share the same set of filters. One exception is the Messages tab. For general guidance on using filters, see Applying filters (other dashboards).
Common filters on all tabs: General Performance, Inbound, Outbound, Messages & AI Voice agents
| Filter | Description |
|---|---|
| Date | Select the date range to display. |
| Timezone | Select the timezone applied to all charts and KPIs. |
| Date Breakdown | Choose how data is grouped (daily, weekly, monthly). |
| Numbers | Filter by numbers eligible for messaging. |
Filters for General Performance, Inbound, AI Voice Agent tabs only
| Filter | Description |
|---|---|
| IVR Branch | Filter by the last IVR branch selected by callers. |
| Call routed to team | Display only calls assigned to specific teams. |
| SLA (in sec) | Set the SLA threshold used in KPIs for the Inbound and AI Voice Agent tabs. |
| Only calls with AI Voice Agent | Choose to only show calls that have an AI voice agent intervention. This filter is only available if your account has the AI Voice Agent add-on. |
NOTE:
Deleted numbers may still appear in the filter lists.Exporting data from the Overview dashboard
You can export the data shown in the Overview dashboard for additional reporting or analysis.
Exporting the Overview dashboard
Click Export in the top right of the dashboard.
In the export modal, choose your export format: PDF, CSV, or XLSX.
Confirm your selection and generate the export.
Additional details:
Only the current tab is exported.
Exported files are delivered in a compressed .zip file.
CSV and XLSX exports
Exports include all tiles except single-value tiles.
A warning about this is displayed in the export modal.
All filtering options applied on the tab are reflected in the exported data.
PDF exports
The export generates one PDF per tab.
PDFs include all tiles displayed on the tab.
Filters and the navigation bar are not visible on the PDF. Only charts, titles, and descriptions appear.
The filtering options applied on the tab are described in text on the PDF.
Navigating the Overview dashboard
The Overview dashboard is organized into several tabs. Each tab focuses on a specific part of your activity.
General Performance tab
This tab gives a high-level overview of your entire call activity.
- Key performance indicators (KPIs):
| Metric | Description |
|---|---|
| Total calls | Total number of inbound and outbound calls. |
| Total inbound calls | Total calls received on your numbers (answered or missed). |
| Total outbound calls | Total calls made by your users (connected or not). |
| Average Call Talk Time | Average duration of all answered inbound and outbound calls, measured from the moment the call is connected until it ends. Call duration does not include welcome messages or time spent in IVR. Call duration does include time spent on hold and time spent transferring the call. |
- Total calls evolution: A stacked bar chart showing inbound and outbound calls over time based on your selected date breakdown.
- Tags: In this section you will see what percentage of the Total calls do not have any tags applied, and a pie chart showing the most used tags broken down by percentages. The untagged % will take into account all calls that are untagged (both missed and answered).
TIP:
Hover over each tag piece of the pie chart to see the number of times each tag was used.-
Calls by last participant: The last participant is the user who ends the call. This sortable and exportable table lists, for each user:
- Total calls finalized
- Inbound calls finalized
- Outbound calls finalized
Inbound tab
This tab provides detailed insights on inbound call performance, including service levels, waiting times, missed reasons, and AI Voice Agent handling.
- Key performance indicators (KPIs):
| Metric | Description |
|---|---|
| Total inbound calls | All inbound calls received during the period. |
| Service Level | Percentage of inbound calls answered within your configured SLA time, based on time to answer. This KPI excludes time spent in IVR, in welcome messages, and with the AI Voice Agent. |
| Average waiting duration | Average time callers waited from call start until answer or disconnection, including IVR and welcome message. |
| Average inbound talk time | Average time agents spent talking on answered inbound calls. |
| Missed calls | Percentage of inbound calls not answered by your users. |
| Percentage of unanswered calls handled by AI Voice Agent | Only shown if your account has the AI Voice Agent add-on. |
NOTE:
Waiting time includes welcome messages, IVR steps, and ringing time.
For definitions of missed call reasons, see Missed, Unanswered, & Abandoned Call Classifications.
NOTE:
If your account does not have the AI Voice Agent add-on, AI Voice Agent-related KPIs and filters are not displayed in this tab.- Count of missed inbound calls per missed reason: a stacked bar accompanied by a list showing the percentage of missed calls for each reason.
TIP:
Hide individual reasons in the chart by clicking labels in the legend. For more details on the reasons, refer to the article Missed, Unanswered, & Abandoned Call Classifications.NOTE:
In this breakdown of missed calls, a call in which a customer requests a callback (i.e. by pressing the * key) will be considered a callback request. For more information about callback requests, check our article Managing callback requests.- Total inbound calls evolution: A time-based breakdown showing answered and missed calls grouped by missed reason.
Outbound tab
This tab focuses on outbound productivity and connected call performance.
- Key performance indicators (KPIs):
| Metric | Description |
|---|---|
| Total outbound calls | Total outbound attempts. |
| Connected rate | Share of outbound calls that connected (answered or reached voicemail). |
| Average outbound talk time | Average time spent in conversation or voicemail after connection. |
- Outbound calls evolution: A stacked bar showing connected and not connected outbound calls over time.
TIP:
Click labels to hide or show connected or not connected calls.
Messages tab
This tab shows SMS, MMS, and WhatsApp activity.
Key performance indicators (KPIs):
| Metric | Description |
|---|---|
| Total SMS | All inbound and outbound SMS. |
| Inbound SMS | SMS received. |
| Outbound SMS | SMS sent. |
| Total SMS segments | Number of SMS billing segments. |
| Inbound SMS segments | Segments for inbound SMS. |
| Outbound SMS segments | Segments for outbound SMS. |
| Total MMS | Total inbound and outbound MMS. |
| Inbound MMS | MMS received. |
| Outbound MMS | MMS sent. |
| Total WhatsApp messages | Total inbound and outbound WhatsApp messages. |
| Inbound WhatsApp messages | WhatsApp messages received. |
| Outbound WhatsApp messages | WhatsApp messages sent. |
NOTE:
SMS segment data is complete from 16 January 2024. MMS does not use segments.AI Messaging Agent metrics: If your account has the AI Messaging Agent add-on, an AI Messaging Agent section appears below the standard messaging KPIs, showing outbound messages sent automatically by the agent.
Metric Description Total outbound SMS sent by AI Messaging Agent Total SMS sent automatically by the AI Messaging Agent during the selected period. Total outbound WhatsApp messages sent by AI Messaging Agent Total WhatsApp messages sent automatically by the AI Messaging Agent during the selected period. NOTE: AI Messaging Agent metrics are only displayed if your account has the AI Messaging Agent add-on.
- Total messages evolution: A stacked bar chart showing all SMS, MMS, and WhatsApp activity over time.
- WhatsApp template usage per country and type: Review your outbound activity and estimate your WhatsApp bill, tracking the number of messages sent by type, country and template category.
- Drilldown from single-value metric: Click a single-value metric, such as Outbound SMS, to drill down and view more details about those messages for the selected period and filters.
AI Voice Agent tab
This tab isolates insights specifically related to AI Voice Agent activity within inbound calls. This tab is only shown if your account has the AI Voice Agent add-on.
Key performance indicators (KPIs):
| Metric | Description |
|---|---|
| Total inbound calls | All inbound calls received on selected numbers. |
| Missed calls | Percentage of inbound calls not answered by users. |
| Inbound calls with AI Voice Agent | Calls where the AI Voice Agent engaged with the caller. |
| Avg time with AI Voice Agent | Average duration of AI Voice Agent interaction. |
| Unanswered calls handled by AI Voice Agent | Unanswered calls where the AI Voice Agent replaced a human agent. |
| Percentage of unanswered calls handled by AI Voice Agent | Share of missed calls handled by the AI Voice Agent. |
This tab helps you understand how much of your inbound volume is handled by AI, how long the AI Voice Agent interacts with callers.