Analytics: Applying filters – Aircall

Filters in Aircall Analytics dashboards help you focus on specific calls, users, or time periods. You can combine multiple filters (for example, Date + Users + Tags) to answer precise business questions.

Not every dashboard includes all filters. The filter bar and All filters menu display which ones are available in the dashboard you are viewing.

Please note that the content and effect of the filter also depends on your permissions, learn more on permissions in our article Understanding permissions in Analytics

How filters work

Changing filters and updating data

Adjust one or more filters from the top of the dashboard.
Click Update to refresh data with your new selections.

Resetting filters to default

Steps:

Click Reset.
All filters on the current dashboard revert to their default values (for example, Date = Today, Timezone = UTC).

Hide filters

To hide the filters menu on top of any dashboard, simply click on the filter icon, below the Update button.

Saving filter values

Your selected filters are automatically saved for that specific dashboard. Each dashboard stores its own filter set in your browser’s local cache and reapplies it when you return.

Why filters might reset

Saved filters can reset if:

You clear your browser cache or use tools that delete local storage.
Aircall updates or changes filters so older values become incompatible.

If this happens, reapply your filters manually.

Keeping a specific configuration (bookmarks)

To preserve a preferred configuration or recover it easily:

Set the desired filters on a dashboard.
Bookmark the dashboard URL in your browser.

Opening that bookmark will reload Analytics with the same filters, provided those filters still exist and remain compatible.

Available filters overview

Here's a list of the most common filters in the Analytics dashboards. You can find the filters available on each dashboard on each dashboard article, available in the Analytics section of our Help Center.

Filter	Category	Example use
Date	Time	Compare activity between this month and last month
Timezone	Time	Align data with your local working hours
Date Breakdown	Time	View trends by hour, day, or month
(Business) Hours	Time	Analyse calls during or outside business hours
Users	People & teams	View metrics for one or more agents
Users belonging to team	People & teams	See activity for a specific team
Call type	Routing & call type	Focus on inbound, outbound, missed, or voicemail calls
Call routed to team	Routing & call type	Analyse inbound calls routed to a particular team
Lines / Numbers	Routing & call type	Compare performance across phone numbers
IVR Branch	IVR & content	Evaluate specific IVR menu options
Tags	IVR & content	Filter calls by business labels (for example, “Sales”)
Missed Reasons	IVR & content	Investigate why calls were missed
Voicemail	IVR & content	See calls with or without voicemail
With AI Voice Agent	AI & duration	Compare calls with and without AI Voice Agent
Min Outbound In Call Time (sec)	AI & duration	Exclude very short outbound calls
SLA (in seconds)	Service level	Measure calls answered within SLA

Details about available filters

Date

Controls the time period used for all metrics and charts. Includes calls or user events that occurred or started within the selected range, using the chosen timezone. You can select a custom date range or use presets.

Preset options:

Today: the current day (updates automatically each day).
This week: Monday to Sunday of the current week.
Last week: Monday to Sunday of the previous week.
This month: the current calendar month.
Last month: the previous calendar month.
This year: 1 January to 31 December of the current year.

NOTE:
• Default preset: Today  
• Only Analytics+ dashboards provide access to more than six months of data.

Selecting a single day:
Open the Date filter, then click the same date twice to set it as both the start and end date.

Date Breakdown

Controls the granularity of time-based charts:

Hourly
Daily
Monthly

Default: Daily

SLA (in seconds)

Sets the Service Level Agreement (SLA) value in seconds for inbound calls.
Use this filter to measure the number of calls answered within your SLA threshold.

NOTE:
The default SLA value is 30 seconds.

(Business) Hours

Filters calls by the hour they were created, not by your line’s opening hours.

You can:

Choose a time range such as 09:00 to 18:00
Select the range behaviour:
- Inclusive
- Exclusive
- Left exclusive

Additional options:

is any value: include all calls
is between: show calls in the range
is not between: show calls outside the range

Users

Shows activity for one or more specific users. When you apply this filter, missed calls are removed from affected graphs because they are not tied to a single user.

Deleted users appear as [Deleted] if they were active during the selected period.

Users belonging to team

Shows calls or events associated with users who were part of the selected team at the time of the call or event.

Behaviour:

Unanswered inbound calls are removed.
Deleted teams appear as [Deleted] if they had activity during the selected period.
Data is available from 29 June 2024 onward.

Example:
A call made by Louise on Monday appears when filtering by Team A, even if she leaves the team later that week.

Call type

Available options may vary by dashboard but can include: Inbound, Outbound, Missed, Voicemail.

NOTE:
When you select **Calls with voicemail** in the **Call type** filter in Call History, Aircall will only show missed calls that resulted in a voicemail, even if you select other call types at the same time. 

If you want to see missed calls or other call types regardless of whether a voicemail was left, make sure to uncheck Calls with voicemail. Only use Calls with voicemail when you specifically want to review voicemail calls, as it always narrows the results to voicemail-only calls.

Call routed to team

Shows inbound calls routed to a selected team.

Outbound calls and inbound calls that did not pass through a team are excluded.

Deleted teams appear as [Deleted] if they had activity during the selected period.

Examples:

A call routed to Team B appears under Call routed to team = Team B, even if answered by a user from another team.
Direct calls to a user do not appear under any team filter.

Lines / Numbers

Filters data by the phone number line associated with a call. The line shown is the last one used during the call.

Deleted lines appear as [Deleted] when applicable.

IVR Branch

Filters calls by the last IVR branch the caller selected before the call was answered or missed.

Uses the branch name at the time of the call
Combines results for branches that share a name
Special characters may be removed in the filter label

NOTE: Due to technical constraints, any special characters (such as ,%_"-) contained in the IVR Branch name will be removed from the filter.

Missed Reasons

Filters calls by the reason the call was missed.

Applying this filter removes:

All outbound calls
All answered inbound calls

By default, no missed reason is selected.

Timezone

Defines the timezone used for the Date range and any time-based filters, such as (Business) Hours.

By default, the timezone is UTC.

IMPORTANT:
If you use (Business) Hours in your local working hours but keep the timezone set to UTC, results may not align as expected. Always match the timezone with the hours you want to analyse.

Voicemail

Filters inbound calls based on voicemail presence:

Yes: only calls with voicemail.
No: only calls without voicemail.
Yes + No: all inbound calls.

With AI Voice Agent

Filters calls by whether an AI Voice Agent participated:

Show only calls with AI Voice Agent.
Show only calls without AI Voice Agent.
Include both.

Min Outbound In Call Time (sec)

Filters outbound calls by minimum duration.

0 seconds: includes all outbound calls.
Higher values: exclude shorter calls (for example, brief misdials) and focus on longer conversations.

NOTE:
For more information about key terms, call attributes and metrics, refer to the following articles:
• Analytics: Terms 
• Analytics: Metrics
• Analytics: Call attributes