The Inbound+ dashboard helps you monitor and optimize inbound performance for support and sales teams. Use it to reduce unanswered and abandoned calls, improve wait times, and plan staffing by understanding overall inbound traffic and activity by number, tag, or IVR branch.
NOTE: If your priority is user productivity and individual performance, use the User Activity dashboard. For deeper analysis of unanswered calls, see the Unanswered Calls dashboard.
If you want to see a list of metrics and attributes used in Aircall's analytics dashboards, please visit our article Analytics: Metrics and Analytics: Call attributes.
Who can access it
The Inbound+ 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
- Support leaders: Track unanswered calls, waiting times, and repeat calls to drive training or staffing changes that improve customer satisfaction.
- Inbound sales leaders: Minimize missed opportunities by reducing abandonment from long wait times.
- Everyone: Optimize staffing and planning by analyzing overall inbound traffic, and performance by numbers and tags.
Overview of sections in this dashboard
The dashboard is organized into three tabs:
Performance tab
- Overview: At‑a‑glance inbound volume and performance. See answered vs unanswered, and whether waiting times meet your SLA.
- Learn when you receive the most calls: Identify your busiest weekdays and hours, and how volume trends over time.
- Learn more about your repeat calls:Measure unique callers and answered calls per caller to identify repeat‑contact patterns.
Call Duration tab
- Learn how long your customers are on the phone with you: Understand time in IVR, time to answer, and in‑call time to fine‑tune IVR and routing or callback/voicemail.
Deep Dive tab
- Adapt to your customers' top areas of interest: Break down performance by numbers, tags, IVR branches, and AI Voice Agent transfer branches to plan staffing and improvements.
Terms used in this dashboard
Key terms used throughout this dashboard include:
- Call
- Inbound call
- Answered inbound call
- Unanswered inbound call
- Inbound (calls) within SLA
- Inbound (calls) breaching SLA
- Unique caller
For definitions of key terms used in this dashboard, refer to the article Analytics: Terms.
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
Use the filters at the top of the page to refine the data displayed in charts and tables. For general guidance on using filters, see Applying filters (other dashboards).
| Filter | Description |
|---|---|
| Date | The date range for the data. Calls or user events begin within this range in the selected timezone. |
| Date breakdown | For timeline charts, the granularity of the timeline, such as hour, day, or week. |
| Hours | Narrows data to calls or user events that began during the selected hours in the chosen timezone. For details, see Hours. |
| Timezone | Sets the timezone applied to Date and Hours filters. |
| Numbers | Filters by destination phone numbers receiving the inbound calls. |
| Tags | Filters by one or several tags. If a call has any selected tag, that call is included. Calls without the selected tags are excluded. |
| IVR Branch | Filters by calls where the selected IVR branch was the last menu option chosen before the call was answered or unanswered. For more details, see here. |
| With AI Voice Agent | Focuses on calls where the AI voice agent participated, either before a transfer or as the full handler when no human agent was available. |
NOTE: By default, calls with no tags or with any tags are included in the data shown.
The following filters apply only to certain sections, charts, and KPIs:
| Filter | Description |
|---|---|
| SLA (in sec) | An answered inbound call is considered within SLA if its time to answer is below this threshold. Default is 30 seconds, which you can adjust to your service level. |
| Exclude from SLA | By default, % within SLA compares inbound calls within SLA to all inbound calls. You can exclude specific unanswered call reasons from SLA calculations, such as outside of hours, so they do not impact SLA. To focus on answered inbound calls exceeding your SLA threshold, exclude all unanswered call reasons. |
| Show Overview metrics by | Controls whether Answered inbound calls, Unanswered inbound calls, Inbound within SLA, and related KPIs display as Number or Percentage. Default is Percentage. |
Key performance indicators (KPIs) in this dashboard
All filters apply unless noted on a metric’s tooltip.
| Group | Metric | Description | Type | Calculation (verbatim where provided) | Filters / Notes |
|---|---|---|---|---|---|
| Volume | Inbound calls (total) | The number of inbound calls, whatever their outcome (answered or unanswered). | Number of… | Inbound calls | Exception: Exclude from SLA and Show Overview metrics by do not apply (as originally noted). |
| Volume | Answered inbound calls (count) | The number of all answered inbound calls. | Number of… | Answered inbound calls | Exception: Exclude from SLA does not apply. |
| Volume | % Answered inbound calls | The percentage of inbound calls that were answered compared to the total number of inbound calls. | Percentage of… | Answered inbound calls / Inbound calls | Exception: Exclude from SLA does not apply. |
| Volume | Unanswered inbound calls (count) | The number of all unanswered inbound calls. | Number of… | Unanswered inbound calls | Exception: Exclude from SLA does not apply. |
| Volume | % Unanswered inbound calls | The percentage of inbound calls that were unanswered compared to the total number of inbound calls. | Percentage of… | Unanswered inbound calls / Inbound calls | Exception: Exclude from SLA does not apply. |
| SLA | Inbound within SLA (count) | The number of inbound calls that met SLA. | Number of… | Inbound within SLA | |
| SLA | % Inbound within SLA | The percentage of inbound calls that met SLA. | Percentage of… | Inbound within SLA / Inbound calls | |
| SLA | Inbound breaching SLA (count) | The number of all inbound calls breaching SLA. | Number of… | Inbound breaching SLA | Tip: Drill down on this metric to review the specific calls that breached SLA and identify improvements. |
| Time | Avg time to answer | The average time an inbound caller spends waiting from the moment the call starts ringing an agent or enters a queue until it is answered, excluding any time spent in the welcome message, IVR menus, or with the AI Voice Agent. | Duration | Time to answer / Answered inbound calls | Exception noted above about IVR inclusion/exclusion. |
| Time | Avg waiting time | The average time an inbound caller waited for their call to be answered, from call start until pickup or call end, including the welcome message and time spent in IVR, but excluding any time interacting with the AI Voice Agent. | Duration | Total waiting time / Inbound calls | |
| Time (IVR) | Avg time in IVR | The average time spent in an IVR menu across all inbound calls, whether answered or not. Only accounts for calls that went through an IVR or Smartflows menu; measured from call start until it is placed in queue and rings to a user. | Duration | Time in IVR / Inbound calls (for inbound calls that went through IVR/Smartflows) | See Time in IVR article for details (if linked). |
| In-call | Avg in-call time | See Avg in-call time in Top KPIs (average time the user is connected with the caller). | Duration | In-call time (inbound) / Answered inbound calls | For transfers: measure starts when the first user connects with the caller and ends when the call ends. |
| In-call | (Total) in-call time | The total time spent by the user in a connected call with the caller. In transfers, time counts from the first user’s connection to call end. | Duration | In-call time (inbound) | |
| AI | Inbound calls with AI Voice Agent (count) | The number of inbound calls where the AI voice agent was involved (full handling or before a transfer). | Number of… | Inbound calls with AI Voice Agent | |
| AI | % Inbound calls with AI Voice Agent | The percentage of inbound calls that included AI Voice Agent participation compared to total inbound calls. | Percentage of… | Inbound calls with AI Voice Agent / Inbound calls | |
| AI | Inbound calls handled by AI Voice Agent (count) | The number of inbound calls fully handled by the AI Voice Agent with no transfer attempt to a human agent. | Number of… | Inbound calls handled by AI Voice Agent | |
| AI | % Inbound calls handled by AI Voice Agent | The share of total inbound calls fully handled by the AI Voice Agent with no transfer attempt to a human agent. | Percentage of… | Inbound calls handled by AI Voice Agent / Inbound calls | |
| AI | Avg time with AI Voice Agent | The average time an inbound caller spent interacting with the AI voice agent until the interaction was handed over, completed, or the call ended. | Duration | In-call time with AI Voice Agent / Inbound calls with AI Voice Agent | Exception: Exclude from SLA does not apply. |
If you want to see a list of metrics and attributes used in Aircall's analytics dashboards, please visit our article Analytics: Metrics and Analytics: Call attributes.
Navigating the Inbound+ Dashboard
The Inbound+ dashboard is divided into three tabs:
- The Performance tab contains the Overview KPIs, AI Voice Agent metrics, the Explore more KPIs table, busiest times of the week, and repeat call analysis.
- The Call Duration tab focuses on how long customers spend waiting and talking, including time to answer distributions and SLA evolution.
- The Deep Dive tab contains table breakdowns by phone number, tag, and IVR branch.
Performance tab
Overview KPIs
Top KPIs provide a quick situational assessment: how many inbound calls were received, how many were answered vs unanswered, and whether Time to Answer and waiting times aligned with your SLA (excluding time in the welcome message, IVR, and with the AI Voice Agent).
For a deeper dive, the Overview table consolidates all metrics for exploration or drill down to the underlying calls. You can also export data to build your own metrics.
Learn when you receive the most calls
Understand which times of the week are busiest and how volume evolves over time. Use this to refine staffing and training.
You can: Identify the busiest time slots of the week by weekday and hour and track trends for Total inbound calls, Answered inbound calls, and % Answered inbound calls.
- Busiest time of the week: A heatmap shows total inbound calls per hour and per weekday, so you can compare demand against schedules and priorities.
- Inbound calls over time: Track the evolution of inbound calls received and answered, and observe related trends.
Learn more about your repeat calls
Track how often customers feel the need to call again so you can adjust staffing or training. High repeat calls can indicate that customers are not effectively supported on first contact.
This section provides:
The number of unique callers during the defined period (i.e. how many unique phone numbers are calling in)
The average number of answered calls per caller (see details below)
How these two KPIs evolve over time
NOTE: You can drill down on the Unique callers KPI to see each caller's total inbound calls and their answered vs unanswered split. It is not possible to drill down into Answered calls per caller.
How unique callers differ across elements:
The Unique callers standalone KPI on the left does not match the values shown on the Evolution of unique callers timeline. They use different time references: The standalone KPI uses the Date filter period and the timeline bars use the Date breakdown period.
The Unique callers total shows the number of unique callers in the period defined by the Date filter, for example Last 14 days.
Each bar on the chart Evolution of unique callers timeline shows the number of unique callers for each period defined by the Date breakdown filter, for example per day.
|
Example:
If 1 to 30 September is selected in Date, and daily is selected for Date breakdown:
Answered calls per caller example:
On 12 September there are three answered calls with two unique callers, Marc and Mary. Julie is not included because her call was unanswered. The answered calls per caller value is 1.5. |
Call duration tab
Learn how long your customers are on the phone with you
Monitor how long customers spend waiting and talking with your team, then fine‑tune IVR, call distribution, or callback/voicemail accordingly.
-
Average call time
Assess how customer time in answered calls is distributed across: Time spent in an IVR menu, Time spent waiting for pickup (time to answer) and Time spent connected (in‑call time)
This helps you see if customers spend too much time in IVR navigation or waiting, compared to speaking with an agent.
-
Distribution of time to answer
This chart shows how time to answer is distributed across time segments, for answered inbound calls.
It helps determine whether high averages come from a few very long waits or from many calls with extended waits. You can drill down on the longest waits.
-
Distribution of in‑call time
This chart shows how in‑call time is distributed across time segments for answered calls.
It helps determine whether long durations are due to a few lengthy conversations or a general efficiency pattern. You can drill down on the longest calls.
-
Evolution of time to answer and SLA
Track changes in time to answer and % Inbound within SLA over time. Use this to validate improvements or investigate events that impact SLA.
Deep Dive tab: Adapt to your customers' top areas of interest
Learn which numbers customers are calling, what topics they raise, and how experience varies by number or topic. Identify the busiest areas and the biggest opportunities for improvement.
TIP: Use a coherent tagging strategy to make insights from tag‑based tables more actionable. Consider filtering by tag categories, such as call outcomes (for example, customer query resolved, follow‑up booked) or topics raised (for example, product fault).
- Inbound metrics per tag: All metrics are grouped by the tag assigned to the inbound call. If a call has multiple tags, it is counted once for each tag.
-
Inbound metrics per entry and final number: All metrics are grouped by the entry and destination phone number receiving the inbound call.
The final number table can include both Aircall phone lines, which display a number with its name, and external phone numbers, which show only the phone number with no associated name if calls were routed to external numbers.
NOTE: Destination number (To) is the specific phone number receiving the inbound call. Line is the name of that number in Aircall.
- Distribution per IVR branch: All metrics are grouped by the last IVR branch chosen by the caller before the call was answered or unanswered. Name your IVR branches in Smartflows to see meaningful labels in this table.
IMPORTANT: If a call is routed from one Aircall number to another, either directly or via IVR, it is linked only to the last Aircall number it was transferred or routed to, also called the last participant.
- Inbound metrics per AI Voice Agent transfer branch: All metrics are grouped by the AI Voice Agent transfer branch that routed the call. Use this table to identify which branches handle the most volume, where unanswered calls concentrate, and how routing performance varies across branches.
The Inbound metrics per AI Voice Agent transfer branch table includes the following metrics:
| Metric | Description |
|---|---|
| Inbound calls | Total inbound calls routed through this AI Voice Agent transfer branch. |
| Answered inbound calls | Number of those calls that were answered. |
| Unanswered inbound calls | Number of those calls that were not answered. |
| % Unanswered inbound calls | Share of calls through this branch that went unanswered. |
| % Inbound within SLA | Percentage of calls through this branch answered within your SLA threshold. |
| Inbound within SLA | Number of calls through this branch answered within SLA. |
| Avg waiting time | Average time callers waited before being answered or disconnecting on this branch. |
| Avg in-call time | Average time spent connected with an agent on calls routed through this branch. |
| Total in-call time | Total in-call time across all answered calls on this branch. |
NOTE: This table is only available if your account has the AI Voice Agent add-on. Branch names are pulled from your AI Voice Agent configuration. Name your branches clearly to make this table actionable.