Analytics: Call Timeline

The Call Timeline in the Aircall Dashboard allows Admins and Supervisors to review every step of an inbound call from the moment it starts until it is answered or missed.

IMPORTANT:
• A call timeline is available for 2 months after the call date.
• Calls with an external transfer are considered outbound and therefore do not have a call timeline.
For more information, visit our article Why the call timeline may not appear for a call.

How to access the call timeline

You can open the call timeline from the following sections in the dashboard:

• Call History: Click the three dots (⋯) at the end of the any inbound call row, then select View Call Timeline.

• (Analytics+ only) Any drill down table with inbound calls in: Overview+, User Activity+, Inbound+, Unanswered Calls+ and Monitoring+. Click on the Check details link on any inbound call to access it.

  

General call information

The left column of the Call Timeline page displays the main details of the call. The information available depends on whether the call was answered or missed.

Information shown for all calls

• Date and time
• Caller number
• Main Aircall phone number where the call rang
• Call ID
• Tags used (if any)
• Aircall numbers rang during the call
• Teams and agents who were tried, contacted, or answered

Additional information for answered calls

• Waiting time
• In call duration (from answer to end)
• Total duration (including routing)
• Link to call recording (if available)

Additional information for missed calls

• Callback request (if any)
• Missed call reason
• Total duration
• Link to voicemail recording (if available)

The call timeline

The call timeline lists all events from the start of an inbound call until it is answered or missed.

Events appear in chronological order. A timer beside each event shows how much time has passed since the call began. Hovering over an event displays the exact date and time.

NOTE:
For answered calls, no events appear after the moment the call is answered.

Information available in the call timeline

Caller information

• Phone number
• Time and date

IVR branch selected

• Option chosen by the caller

Call transfers to internal numbers

• Destination phone number
• Name and link to the number page in the dashboard

Enqueue to an agent

• Ring for [time in seconds]
• Ringing rule (Skip if busy or Ring even if busy)
• Agent who was tried, whether successful or unsuccessful
• Devices where the call rang (desktop, iOS, Android, or SIP device)
• Missed reason (if the agent did not answer)

Enqueue to a team

• Ring for [time in seconds]
• Ringing rule (Randomly, Longest Idle, Simultaneously)
• Ringing time per agent
• Agents who were tried, whether successful or unsuccessful
• Devices where the call rang (desktop, iOS, Android, or SIP device)
• Missed reason (if the team did not answer)

NOTE:
A maximum of 10 agents are shown in the call timeline. If more than 10 agents were enqueued, a link appears to open a modal with the full list.

Call missed by an agent

• Agent who did not answer
• Devices where the call rang
• Missed reason:
  • The agent declined the call after [time in seconds]
  • The agent was already in a call
  • The ringing time ended after [time in seconds]
  • The caller hung up after [time in seconds]
  • Another agent answered after [time in seconds]
  • The agent became unavailable after [time in seconds]
  • Failed to contact after [time in seconds] (Unknown reason)

Call accepted by an agent

• Agent who accepted the call
• Device used (desktop, iOS, Android, or SIP device)
• In call duration

Missed call

• Missed call reason:
  • Call outside opening hours
  • Caller hung up during welcome message
  • Caller hung up during IVR
  • Caller hung up before an agent could pick up
  • Nobody answered the call
  • Nobody was available
  • Call missed (Unknown reason)
• More information about missed call reasons

TIP:
For more information about missed calls and ringing attemps, see our articles Call Timeline: Understanding missed calls and missed ringing attempts and Missed, Unanswered, & Abandoned Call Classifications.

Voicemail

• Link to voicemail recording page
• Voicemail duration

NOTE:
Calls without a voicemail recording do not display the routing to voicemail.