Knowledge base | Aircall

Live Feed

The live board is an interface that displays real time metrics on your Aircall activity. It is available if you are on the ENTERPRISE plan. 

 


Cool! Where can I find it? In the Calls section, by clicking on Activity Feed, then switching the LIVE button.

 

Nice. How does it work? 

It is composed of two main sections: real time metrics, and real time calls. 

Real time metrics 

  • Service level: it is used to represent the quality of a call center. It basically displays the percentage of inbound calls answered below a certain threshold, chosen by the admin. For ex, if the service level is 30 sec, the exact calculation is : Service Level = (nb of inbound calls answered in less than 30 sec) / (nb of inbound calls answered)
  • Calls waiting: This is the number of inbound calls currently waiting for an answer (not answered yet). 
  • Missed calls last 30 min: pretty self explanatory ;) 
  • Longest waiting time: referring to the customer who's been waiting for an answer the longest and currently still waiting. 
  • Average waiting time last hour: This is the average waiting time of all inbound calls answered from the last hour.
  • Users availability: We display the users attached to a line, and their status: Available (green), In call (Yellow), Not available (Red). 

 

Real time calls

In this section are displayed all calls in real time.