Analytics+: Overview+ dashboard – Aircall

The Overview+ dashboard provides an in-depth view of your Aircall activity. It allows you to analyze call performance, user behavior, and trends in greater detail than the standard Overview dashboard. With unlimited data history, advanced filters, and drill-down capabilities, you can explore every aspect of your team’s call metrics and make informed decisions.

For deeper analysis of specific topics, you can also use the other dedicated Aircall+ dashboards:

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 attributes

Who can access it

The Overview+ dashboard is available for companies with the Analytics+ add-on. Access is granted to users with admin or supervisor roles.

The displayed data may be limited by your permissions, including visibility to specific numbers or teams. 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.
Identify when calls are missed and how callbacks are performed, including calls handled by AI.
Analyze user activity, such as who picks up the most calls, who has the most ringing attempts not picked up, and who makes the most connected outbound calls.
Compare performance to previous periods using automatic trend indicators.
Export data for further analysis.

NOTE:
The Overview+ dashboard is not a real-time dashboard. For live insights, use the 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 tips

Tip	Description
Hide and show elements of a graph	Click directly on the legend to hide a metric. Click again to display it.
Sort data tables	Click any column header to sort the data.
Export	Learn how to export your data in our article Export data options in Aircall Analytics.
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.
Drill down	On most metrics in this dashboard (except percentages), you have the option of drilling down into the individual calls comprising the metric, for further investigation. See the list of drill down fields in our article Analytics+: Drill down fields

Filters

Most tabs share the same core filters. The Messages tab has additional message-specific filters.

For general guidance on using filters, see Applying filters (other dashboards).

Common filters

These filters are available on most tabs, including General performance, Inbound, Outbound, Messages, and AI Voice Agent.

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, for example daily, weekly, monthly, or by hour.
Numbers	Filter by specific phone numbers.

Filters for General performance, Inbound, and AI Voice Agent tabs

These filters are specific to voice activity tabs.

Filter	Description
IVR branch	Filter by the last IVR branch selected by callers.
Call routed to team	Display only calls assigned to specific teams.
Users belonging to team	Limit data to users assigned to selected teams.
Users	Filter data to specific users.
Hours	Limit charts and KPIs to specific hours of the day. By default this is often set to 9:00 to 18:00 in the selected timezone.
Inbound SLA (seconds)	Set the SLA threshold used in related inbound KPIs.
Tags	Filter data based on applied call tags. You can select multiple tags to compare their usage.
Missed reasons	Focus on calls missed for selected reasons, including handled by AI Voice Agent and callback request where applicable.
Only calls with AI Voice Agent	Show only calls that include an AI Voice Agent intervention. This filter is available only if your account has this add-on.
Call type	Filter by call type. Select Calls with voicemail to focus on calls where the caller left a voicemail message. You can also select other options, such as Inbound answered, Inbound unanswered, Inbound fully handled by AI Voice Agent, Outbound connected, Outbound not connected, Outbound connected by AI Voice Agent, Outbound not connected by AI Voice Agent, and Calls with AI Voice Agent.

IMPORTANT:
• These pre-set filters are not customizable.  
• Deleted users, teams, or numbers may still appear in filters, even if related data has been deleted.

TIP:
When applying filters, adjust for time zone differences and local business hours.  
If your company operates across multiple time zones, ensure your “Hours” filter covers the full 24-hour range (0–23) for consistent results.

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

Steps

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.
Download the compressed .zip file that contains the exported reports.

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.
All filters 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.
The filters 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 and adds more detailed insights on tags and user behavior.

Key performance indicators (KPIs)

These tiles summarize your core call activity for the selected period:

Metric	Description
Total calls	Total number of inbound, outbound, and missed calls.
Total inbound calls	Total calls received on your numbers, whether answered or missed.
Total outbound calls	Total calls made by your users, whether 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. This duration does not include welcome messages or time spent in IVR, but it does include time on hold and time during call transfers.

Calls overview

This section shows how calls are distributed over time, by tag, and by type.

Total calls evolution
A stacked chart showing inbound, outbound, and missed calls over time based on your selected Date breakdown.
You can click any bar to drill down into the individual calls for that period and export them as an XLSX file.
Untagged calls
A tile that highlights the percentage of total calls with no tags applied.

Call type - weekday
A stacked bar chart showing a day-by-day breakdown of calls by type:
- Inbound
- Missed (excluding calls handled by AI Voice Agent)
- Handled by AI Voice Agent
- Outbound

This helps you understand on which days your team is busiest, when AI handles more calls, and when missed calls are more likely to occur.

For a refresher on missed call categories, see Missed, Unanswered & Abandoned Call Classifications.

Tag use overview

A chart displaying the most used tags over the selected period, together with untagged calls.

The untagged percentage includes all calls without a tag, both missed and answered.

TIP:
Hover over each tag in the chart to see the number of calls with that tag, the number of answered calls, and the average call duration.

Users overview

The Users overview section focuses on user-level performance. All charts are interactive and support drill-down to see the underlying calls.

The main visualizations include:

Calls by last participant
The last participant is the user who ends the call. This chart and table list, for each user:
- Total calls where they were the last participant
- Inbound calls finalized
- Outbound calls finalized
- Click a user to drill down into the calls they finished.
Users with most ringing attempts picked up
Displays the users who picked up the most ringing attempts.
A picked-up ringing attempt occurs when an agent connects with a caller, either at the start of the call or later during a transfer.
Users with most ringing attempts not picked up
Lists the users with the highest number of ringing attempts they did not answer.
A not picked-up ringing attempt occurs when a user receives an Aircall call notification but does not answer, either by missing or declining the call.
Users with most connected outbound calls
Shows the users making the most connected outbound calls during the selected period.

For each chart, you can click a bar to open a detailed list of calls for that user.

TIP:
Charts in the Users overview typically show the top ten users. To go further, open the **User KPIs** section in the Aircall Dashboard under **Monitoring > User KPIs** for a deeper analysis of user performance.

Inbound tab

This tab provides detailed insights on inbound call performance, including service level, waiting times, missed reasons, AI handling, and callbacks.

Key performance indicators (KPIs)

Metric	Description
Total inbound calls	All inbound calls received during the selected period.
Service level	Percentage of inbound calls answered within your configured SLA time, based on time to answer. This excludes time spent in IVR, welcome messages, and with the AI Voice Agent.
Waiting duration	Average time callers waited from call start until answer or disconnection, including IVR and welcome messages.
Inbound talk time	Average time agents spent talking on answered inbound calls.
Unanswered calls handled by AI	Number of unanswered inbound calls that were handled by an AI Voice Agent instead of a human agent.
Percentage of unanswered calls handled by AI	Share of unanswered inbound calls that were handled by an AI Voice Agent.
Missed calls	Percentage of inbound calls that were not answered by your users.

NOTE:
Waiting time includes welcome messages, IVR steps, and ringing time.  
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.

For definitions of missed call reasons, see Missed, Unanswered & Abandoned Call Classifications.

Total inbound calls evolution

A time-based chart showing inbound calls broken down by outcome, such as:

Answered
Abandoned
Abandoned before 10 seconds
Abandoned in IVR
All agents were not available
Outside of business hours
Users did not answer
Callback request
Handled by AI

This view helps you understand how inbound calls flow through your system and where they are lost.

Missed inbound calls and breakdown by reason

Missed inbound calls
A tile summarizing the proportion of inbound calls that were missed during the selected period, with variation versus the previous period.
Inbound calls breakdown by missed reason
A chart that groups non-answered inbound calls by missed reason, giving you a quick view of which reasons are most frequent.

Missed reasons

The Missed reasons chart provides a detailed bar chart of missed inbound calls grouped by missed reason, including:

Standard missed reasons (for example, all agents not available, ringing timeout, outside of business hours)
Callback request (when the caller explicitly requests a callback)
Handled by AI Voice agent (when an AI Voice Agent handles the interaction and does not try to escalate to a user)

Each bar is divided into two segments:

Not called back withint 24 hours from the same number
Called back within 24 hours from the same number

A missed call is considered called back when a user calls back the same number within 24 hours directly from the missed call detail in the To-Do section of the Aircall app. This calculation is based on calls not called back within 24 hours.

NOTE:
In this breakdown of missed calls, a call in which a customer requests a callback (for example by pressing the * key) will be considered a **callback request**. For more information, see Managing callback requests.

Missed vs answered vs handled by AI Voice Agent - hour of day

This chart shows the hourly breakdown of inbound calls throughout the day, divided into:

Missed calls
Answered calls
Calls handled by AI Voice Agent

It helps you identify at what times calls are more likely to be answered by agents, handled by AI, or missed, so you can adjust staffing, routing, or AI configuration.

Outbound tab

This tab focuses on outbound productivity and connected call performance.

Key performance indicators (KPIs)

Metric	Description
Total outbound calls	Total outbound attempts made by your users.
Connected rate	Share of outbound calls that connected, either answered by a person or reaching voicemail.
Average outbound talk time	Average time spent in conversation or voicemail after the call is connected.

Outbound calls evolution

A stacked bar chart showing connected and not connected outbound calls over time.

TIP:
Click labels in the legend to hide or show connected or not connected calls.
Use the voicemail drop tag to identify calls that reached a voicemail

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 metrics

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 related specifically to AI Voice Agent activity within inbound calls. It 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.
Average 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 Voice agent and how long the AI Voice Agent interacts with callers, so you can tune your AI configuration and staffing accordingly.