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Live Monitoring: Calls tab

This article explains how to use the Calls tab in the Live Monitoring dashboard. It details available call-related actions, filters, and attributes to help you analyze and act on live and historical call data effectively.

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

What you can do under the Calls tab

The Calls tab provides a real-time list of all calls, helping you oversee activity and quickly identify issues.

Action Description Learn more
Coaching Listen to calls live (listen or whisper) when the COACH label appears next to a call. Live Monitoring: Coaching
Recording Access, listen to, delete, or share call recordings directly from the call row or details panel.

If you encounter issues recording or accessing your recording, please refer to the following articles:
Voicemail Access and share voicemails left by customers via the call row or details panel.  
Call timeline View the full call timeline for ended inbound calls to troubleshoot issues such as missed calls.  
View AI voice agent metrics if your company has the AI Voice Agent add-on (separate from Aircall AI)  
Summaries and Key topics Review summaries and key topics if you've subscribed to Aircall AI. Discover AI Assist 
NOTE:
For inbound calls that have ended, you can always access more details in the call timeline.

Call tab overview

  • Ongoing and ended calls are listed from newest to oldest

  • By default, the 50 latest calls are displayed. Scroll down and select Load more.

  • The total number of calls appears in the top right corner of the calls table.

  • A maximum of 1,000 calls can be shown. When this limit is reached, a note will appear.

Calls table load more and max 1000 note

Call filters

Use filters to focus on specific numbers, users, or teams. You can also filter by call status, such as In IVR, In Queue, Ringing, or In Call.

If your organization uses the AI Voice Agent add-on, you can filter calls where there was AI voice agent intervention. If your organization uses Outbound Campaigns, you can also filter calls by campaign.

NOTE:
For more information about filters, see our article Live Monitoring: Filters and Settings. For more information about call statuses, see our article Get started with Live Monitoring & Live Monitoring+
video showing how filters work

Call details available

Each row in the Calls tab contains detailed call information. You can hover over tooltips or open the call details panel for full context.

Attribute Description Location
Direction

Indicates whether the call is inbound or outbound. The icon differs by direction and appears in the tooltip and details panel.

call direction and tooltip
 First column
Customer (external caller/recipient)
  • Shows the customer name and number. 
  • If only a company name exists, it is displayed instead. 
  • If no name is linked, only the number appears.
 Customer column & tooltip
Aircall number Displays the Aircall number (name, number, and country). Number column & tooltip
User (or external number)
  • Shows the Aircall user who handled the call. 
  • Appears empty for unanswered inbound calls. 
  • Displays external number if the call was answered externally. 
  • Hover to view all participants if multiple users were involved.
 User column & tooltip
Status
  • Displays the current status of ongoing calls (e.g., Ringing, In Call, Transferred). 
  • Once a call is picked up, it remains "In Call" until ended.
 Status column & details panel
Outcome Indicates whether the call was answered or unanswered, and includes the unanswered reason (e.g., caller hung up, missed). First column tooltip & details panel
Duration

Shows call durations: 

  • Waited for (answered inbound calls only) 
  • In call time (0s if unanswered or not connected) 
  • Total call time
 Tooltip & details panel
Date and time Displays Started at, Answered at, and Ended at timestamps for troubleshooting. Started at column & tooltip
Call ID (UUID) Unique identifier used for Support requests. Call details panel
Tags, Notes, Summary, Key topics Provides access to tags, notes, and (if available) AI summaries and key topics for post-call review. Call details panel (ended calls) 
NOTE:
For more information about call attributes, please refer to the following article: Analytics: Call attributes

Additional information

Here are some helpful reminders to better interpret the Calls tab:

  • Data refresh: Information is updated automatically.

  • Status persistence: Once a call is in progress, the status remains “In Call” until it ends, even if transferred.

  • Metrics accuracy: For unanswered calls, “waited for” equals “total call time.”

  • AI metrics: If your organization uses the AI Voice Agent, additional AI intervention metrics will be visible.

TIP:
If you need to contact Aircall Support about a specific call, copy the Call ID (UUID) from the details panel.

 

Jordan W.