The Inbound dashboard helps you track and improve the performance of your inbound teams. It offers insight into unanswered calls, waiting times, and SLA adherence, allowing support and sales leaders to make informed decisions about staffing, training, and operational planning.
NOTE: The Inbound+ dashboard, available with the Analytics+ add-on, includes additional metrics and visualizations such as interactive heat maps and top inbound KPIs by customer topic. Learn more about it in our article Analytics+: Inbound+ dahsboard.
Who can access it
The Inbound dashboard is available to:
Admins and Supervisors only.
Professional plan customers.
The data displayed may be restricted based on your number and team permissions. See Understanding permissions in Analytics for more details.
What you can do with this dashboard
With the Inbound dashboard, you can:
Measure inbound call volume and performance across answered and unanswered calls.
Monitor SLA compliance to reduce long wait times and dropped calls.
Identify bottlenecks or high-demand periods to plan staffing more effectively.
Understand inbound traffic distribution across phone lines or IVR branches to improve routing and team specialization.
Overview of sections in this dashboard
The dashboard is organized into two tabs:
- Overview: Assess inbound performance at a glance, including total inbound calls, answered vs unanswered calls, SLA adherence, and average waiting and call handling times.
- Monitor trend over time:Track how inbound volume, answer rates, and SLA performance evolve to detect peaks, dips, and opportunities for improvement.
- Adapt to your customers' top areas of interest: Analyze inbound activity by phone line, IVR branch, or AI Voice Agent transfer branch to understand customer demand and workload distribution.
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.
Important terms for this dashboard include:
Inbound call
Answered inbound call
Unanswered inbound call
Inbound (calls) within SLA
Inbound (calls) breaching SLA
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. |
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 | Sets the date range for the data shown. Calls must begin within this range in the selected timezone. |
| Date breakdown | Chooses timeline grouping for charts (daily, weekly, etc.). |
| Timezone | Sets the timezone for all dates and times shown. |
| Numbers | Filters inbound calls by the selected phone numbers. |
| Tags | Filters calls by one or more tags. Calls without selected tags are excluded. By default, calls with any or no tags are included. |
| IVR branch | Filters calls by the last IVR branch selected before the call was answered or ended. |
| With AI voice agent | Includes only calls where the AI voice agent participated. |
| Exclude from SLA | Allows you to exclude specific unanswered call reasons from SLA calculations. Use the is not option and select reasons you want excluded. |
| Show Overview metrics by | Displays Overview KPIs as either Numbers or Percentages. The default is Percentage. |
Navigating the Inbound dashboard
The Inbound dashboard is divided into two tabs. The Performance tab contains the Overview KPIs, AI Voice Agent metrics, the Explore more KPIs table, and trend-over-time charts. The Deep Dive tab contains table breakdowns by phone number and IVR branch.
Performance tab
Overview KPIs
Use this section to view key inbound KPIs at a glance, such as inbound call volume, answer rates, SLA compliance, and waiting or handling times. The Overview table provides additional detail and drill down access to individual calls. All filters apply unless noted in a metric’s tooltip.
| Metric | Description | Type | Calculation / Notes |
|---|---|---|---|
| Inbound calls | Total inbound calls, answered or unanswered. | Number | Count of inbound calls. |
| Avg time to answer | Average wait time before answered calls connect (may exclude some IVR time). | Duration | Time to answer divided by answered inbound calls. |
| Avg in call time | Average connected time between agent and caller, including transfers. | Duration | In call time divided by answered inbound calls. |
| Avg time with AI voice agent | Average interaction time with the AI voice agent. | Duration | AI voice agent in call time divided by inbound calls with AI voice agent. |
| Answered inbound calls | Number or percentage of all answered inbound calls. | Number / Percentage | Depends on Show Overview metrics by. |
| Unanswered inbound calls | Number or percentage of all unanswered inbound calls. | Number / Percentage | Depends on Show Overview metrics by. |
| Inbound calls with AI voice agent | Number or percentage of inbound calls involving the AI voice agent. | Number / Percentage | Depends on Show Overview metrics by. |
| Inbound calls handled by AI Voice Agent | Inbound calls fully handled by the AI Voice Agent with no transfer attempt to a human agent. | Number / Percentage | Inbound calls handled by AI Voice Agent / Inbound calls. |
| Inbound within SLA | Number or percentage of inbound calls within SLA. | Number / Percentage | SLA calculation excludes reasons selected in Exclude from SLA. |
Explore more KPIs table
The table expands on the KPIs above and includes additional metrics such as:
Inbound breaching SLA
Avg waiting time
Avg time in IVR
Total in call time
Duration and volume metrics follow the definitions in the KPIs section.
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.
Monitor trend over time
This section helps you analyze how inbound performance evolves. Track:
Total inbound calls
Answered inbound calls
Percentage answered
Time to answer over time
Percentage of calls within SLA
NOTE:
Refer to the metrics listed in the Overview section for detailed definitions and calculation methods.Deep Dive tab: adapt to your customers' top areas of interest
This section shows how inbound activity is distributed across phone lines or IVR branches to help identify high-demand areas and optimize staffing or routing.
Distribution per line
Metrics are grouped by the phone number receiving the call.
Destination number (To) indicates the phone number receiving the inbound call.
When a call is routed between Aircall numbers, it is counted under the last number the call reached.
Tables may include external numbers for calls routed outside Aircall.
Distribution per IVR branch
Metrics are grouped by the last IVR option selected before the call was answered or ended.
Ensure you name IVR branches in Smartflows to display them clearly in this table.
Distribution per AI Voice Agent transfer branch
Metrics are grouped by the AI Voice Agent transfer branch that routed the call. Use this table to identify which branches handle the most inbound volume and where unanswered calls concentrate.
| 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 by an agent. |
| Unanswered inbound calls | Number of those calls that were not answered. |
| % Unanswered inbound calls | Share of calls through this branch that went unanswered. |
NOTE: This table is only available if your account has the AI Voice Agent add-on. Name your AI Voice Agent transfer branches clearly in your configuration to make labels in this table meaningful.