Unlocking Actionable Insights: Aircall's Analytics Dashboard

Steph SmithLast updated on April 2, 2024
2 min

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We’re excited to share the next evolution of Aircall’s Analytics features. The launch of four new analytics dashboards—available exclusively on our Professional plan—will give you access to actionable insights that drive both productivity and performance.

So What’s New?

Following the expansion of our Analytics+ add-on, these new dashboards are designed to equip sales and customer support teams with the data they need to navigate challenges and seize opportunities. 

Each dashboard is centered around four key areas of interest - inbound calls, outbound calls, unanswered calls, and user activity. These dashboards present the most relevant Key Performance Indicators (KPIs) in a user-friendly format that's easy to digest, filter, and export for further analysis. Let’s explore the new dashboards.

Inbound Dashboard: Optimize Customer Experience

Your inbound call data can tell you a lot. With the Inbound Dashboard, you can identify staffing and training gaps to align with demand and improve overall customer satisfaction. And its valuable insights into communication trends and performance help you streamline your inbound sales process, reduce wait times, and enhance call handling. 

Outbound Dashboard: Improve Outbound Performance

For sales leaders, outbound call insights correlate to performance. Track and analyze your sales team's outbound activity to identify areas for improvement and maximize revenue opportunities. Compare call volume to connected rate per day, week, month, or over a longer period,  to refine your outbound strategy and call times. Filter by user and number to understand which reps require more training (and which need celebrating!). 

Unanswered Calls Dashboard: Minimize Missed Opportunities

One way to improve customer satisfaction is by minimizing unanswered calls. Influence staffing levels and optimize operations by identifying how your unanswered calls are evolving over time and why. Determine at which point inbound calls are ending (for example, are they abandoned in the first 10 seconds, during the IVR menu, or when ringing to an agent?) to address this with targeted actions.

User Activity Dashboard: Enhance Team Performance

With the User Activity Dashboard, you can move the needle at the individual or team level. Identify areas of improvement across all users and specific agents to optimize team productivity. Foster healthy competition, focus training efforts and ensure all team members are working efficiently.

Discover Even More Insights With Analytics+

If you want even more insights to drive productivity and performance, you may wish to upgrade and access Aircall’s Analytics+ features. This allows you to monitor your KPIs and compare data over an unlimited or comparative period. You can view and manipulate your data on a very granular level, drilling into the individual calls that comprise each metric. For example, sales leaders can analyze in-depth insights like heatmaps to find the best hours of the week to call prospects; and customer support leaders can explore how their support experiences differ from topic to topic.

In Summary

Experience the power of actionable insights with Aircall's new analytics dashboards. You can identify what needs to be improved and replicate successful tactics and behaviors to boost performance. Start your free trial today and revolutionize the way you manage your Sales and Support operations.

Published on April 2, 2024.

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