Since individual and team goals are likely to vary depending on business function, it’s no surprise that every team might need something a little different from their analytics dashboards. A sales leader, for example, may want to enhance the performance of sales reps when making outbound calls, whereas a support leader might be more interested in increasing customer satisfaction via inbound calls.
Having this smorgasbord of data at your fingertips is a win for business results, but getting your hands on it—never mind manipulating it to be as relevant as possible to your specific business—can be a major headache.
Fortunately, Aircall’s Analytics features hold the solution. Featuring our four new dashboards, available as a part of the Analytics+ add-on, teams have even greater access to bespoke, goal-oriented data that can enable individuals to meet their unique business objectives.
With the ability to personalize analytics dashboards in a way that matters most to them, team leaders can harness data-driven decision-making to power success like never before.
A Guide to Aircall’s Analytics Dashboards
At Aircall, we want your business objectives to be crystal clear so you can make the right decisions and set the right goals to achieve them. But to do this, you also need the right tools.
We realize that the road toward powerful data-driven decision-making is paved with clear, goal-oriented analytics for reliable results, which is why we’ve made it even easier to access them.
Aircall’s Analytics dashboards give you a detailed overview of everything you could possibly need to improve how your teams work together and how you engage customers. In total, we have nine Analytics dashboards split across our Essentials plan, Professional plan, and Analytics+ add-on.
To explore these in more detail and find which ones will work the best for you, let’s start with the essentials.
These dashboards are the bedrock of outstanding customer experience and sales performance—providing the analytics your teams need to have a solid footing.
Included is your Overview dashboard, with standard analytics that give your admins comprehensive and actionable data. These are broken down across several sections, including:
Calls by main participant
SMS (if your company has Aircall’s native SMS enabled)
Whether it’s tracking missed calls, answered calls, or getting a view of your leaderboard organized by total calls—the Overview dashboard is essential for understanding your level of customer service.
Within the Call Settings section, you can find your Call History dashboard, showing all call events from the past six months. Whether a call has been answered, missed, abandoned, or fallen outside of business hours, the answer will be found here.
You’ll also see a breakdown of start and end times, the Aircall or customer number, and call duration. However, the real beauty of this feature is its ability to filter information to adjust the specificity of the results.
Now we’re taking things up a notch. In the Professional plan, the dashboards give you more insight into how you track and manage your team’s call activity—as well as how you use it to interact with your team.
While not officially classed as analytics, your live Activity Feed is another valuable tool for gaining actionable insights right away. This means there’s no hanging around to address issues within your customer-facing teams. Instead, you can add or remove team members at the moment to finetune your customer service.
To continue how you optimize your agent availability, you can also see when your customers are most active and assign agents to guarantee you’re hitting your service level agreements (SLAs), while new teammates (whether remote or in-office) can get up to speed quicker with our live Agent Coaching feature. Located in your Activity Feed, you can drop in and coach any call happening right then within the dashboard, offering tips to your agent with the caller none the wiser.
Also included in the Professional pricing plan are Advanced Analytics, which are, well, advanced. You get the same insights as the Analytics dashboard included in our Essentials plan, but here you can also see overall call activity and agent productivity, zoom in on inbound call KPIs, and export data for further analysis—all in real-time.
Welcome to the future. Where we’re going, we don’t need roads. But we do need granular insights. And while the analytics we’ve covered already are crucial for your business, Aircall has launched four new goal-oriented dashboards that bring something a little different to the table.
Designed for sales and customer support teams to take their performance even further, these dashboards fully equip teams to smash their specific business goals. With these new and enhanced features, users will be able to quickly identify challenges and opportunities while optimizing how they react to them—without the time-intensive admin that normally comes with such oversight.
This dashboard is designed for team leads and managers of sales and customer support teams who need to monitor the proportion of calls that go unanswered. Here, they'll find a heat map of when these calls are being missed and can see a breakdown of why—whether it fell outside of business hours, was abandoned before 10 seconds, agents were unavailable, or something else.
Users can then filter and use this data to customize working hours so no call goes unanswered. With that done, you can sit back and watch your unanswered call rate fall—meaning more happy customers.
This new overview of user activity is designed to help sales and support managers enhance the performance of their teams by identifying specific areas of improvement. This is filterable by date, business hours, time zone, user, number, tag, and minimum call time.
This can be a huge boost to teams chasing their KPIs. You can even assess how productive users are, with customizable leaderboards for all calls handled, time spent in each status (such as available, on a call, in training, do not disturb, etc.), and average inbound and outbound call time—something to encourage a little competition in-house. What’s more, this is all exportable when you need to share the granular goodness.
This dashboard can enhance an outbound team’s performance and back their strategy up with data. With customizable features, you can see heat maps that show when you are making the most calls and when your customers are most likely to pick up, with these two matching up in an ideal world.
You can also see how your outbound calls change over time, with different displays depending on your needs and the option to dig into individual conversations. To take this level of insight even further, if your employees use tags, you can learn the outcomes of your users’ calls—with tags like “follow-up call booked,” “positive call,” “discovery,” and more helping you see what’s leading the pack.
Finally, you can assess the performance of your users, comparing those who have the most productivity in terms of outbound calls. With filters of your choice, you can analyze who is excelling and who might need some additional support or even coaching from your top performers.
Much like the Outbound+ dashboard, the Inbound+ dashboard helps you enhance inbound use cases and drive team performance. You get all the juicy details offered by the Outbound+ dashboard from an inbound perspective, including the busiest times of the week and inbound calls over time. But there are some inbound-specific gems here too.
For instance, you can see the distribution of time to answer and the distribution of call time to quickly assess the reasons behind some unnecessarily high or low figures. You can then see the evolution of your time to answer.
Finally, adapting to customer interests can be a struggle for any business, but through the Inbound dashboard, you can see inbound metrics per number and per tag, showing how customer experience differs depending on the team and individual they reach.
The Monitoring dashboard gives you the ability to drill down into the nitty-gritty data on your users, teams, and numbers on an hourly basis. This is down through several interactive tables and—you guessed it—data exports.
The Monitoring dashboard provides a micro view of the activity within your team and the activity happening across your phone lines so you can track and measure your company’s KPIs and put Aircall to work to deliver something special for your business.
Powerful Analytics Are There for the Taking
Today, good data is more accessible than ever. And with features like Analytics and Analytics+, sales and customer support leaders have the ability to make serious improvements in how they deliver a world-class customer experience.
These insights will not only help team leaders drive individual and team performance, but they’ll identify big-picture trends of what your customers want. This can inform your product and your roadmap in the long term and ensure your business is always performing.
In the absence of a decent crystal ball for sales and customer support teams, analytics can be the next best thing.
Want to become a data-driven business leader? Schedule a demo today to hear more about Aircall Analytics.
Published on November 29, 2023.