Every phone call your team handles is a data point. Every missed call is a lost opportunity. And every minute an agent spends on post-call paperwork instead of talking to customers is money left on the table.
Yet many organizations still manage their phone operations with spreadsheets, gut instinct, and weekly reports that arrive too late to act on. In a business environment where customers expect instant responses and sales cycles are compressed, that approach simply doesn't work anymore.
Call analytics and reporting have evolved from nice-to-have dashboards into mission-critical business intelligence. Modern platforms like Aircall don't just show you what happened — they use AI to tell you why it happened and what to do next. And when those insights flow directly into your CRM (whether that's Salesforce, HubSpot, or another platform), you create a closed-loop system where every call makes your team smarter.
As a Vantage Point partner, Aircall fits into the broader ecosystem of CRM, automation, and AI tools we implement for businesses. In this guide, we'll break down the specific metrics that drive results for sales and support leaders, show you how Aircall's analytics capabilities work in practice, and explain how to build a data-driven call operation from the ground up.
Aircall isn't just displaying data — it's interpreting it. The platform's AI Agent Workforce includes:
With 200+ native integrations — including deep connections to Salesforce and HubSpot — Aircall automatically logs calls, syncs recordings, attaches notes, and updates contact records in real time. This means your call analytics aren't siloed; they're part of your complete customer data picture.
For Salesforce users, Aircall provides a dedicated Metrics Dashboard built directly inside Salesforce with 18 pre-built reports tracking individual and team call metrics. HubSpot users get similar native integration with automatic call logging and workflow triggers.
| Feature | Analytics (Included) | Analytics+ ($15/user/month) |
|---|---|---|
| Real-time monitoring | ✅ | ✅ |
| Historical data | Limited period | Unlimited history |
| Dashboard types | Overview, Monitoring, User Activity | Overview+, Inbound+, Outbound+, Unanswered Calls+, User Activity+, Monitoring+, Network Diagnostics+ |
| Drill-down to individual calls | Limited | Full drill-down on all metrics |
| Advanced filters | Basic | IVR branch, teams, tags, missed reasons, hours |
| Export options | Basic | PDF, CSV, XLSX |
| AI Voice Agent tab | — | ✅ (with add-on) |
Sales leaders need metrics that connect call activity to pipeline and revenue outcomes. Here are the KPIs you should be tracking in Aircall.
What it is: The percentage of outbound calls that successfully connect with a recipient (either a live person or voicemail).
Why it matters: Connect rate is the top-of-funnel metric for outbound sales. A low connect rate means your reps are burning time dialing numbers that don't answer — which could indicate problems with your lead list quality, calling times, or local presence strategy.
Aircall's approach: The Outbound Activity+ dashboard tracks connected vs. not-connected outbound calls over time, letting you spot trends and correlate them with changes in strategy.
Benchmark to target: Most B2B sales teams see connect rates between 15–25%. If you're below 15%, it's time to audit your data quality and calling windows.
What it is: The total number of outbound calls each sales rep makes daily.
Why it matters: Activity drives results. While quality matters more than quantity, there's a baseline activity level needed to fill the pipeline. Tracking calls per rep helps you identify underperformers and set realistic activity targets.
Aircall's approach: The User Activity+ dashboard shows individual rep activity including total outbound calls, connected calls, and talk time. Managers can compare reps side-by-side using built-in leaderboards.
What it is: The average duration of connected outbound calls.
Why it matters: Talk time is a proxy for conversation quality. Very short calls (under 30 seconds) often indicate voicemails or quick hang-ups. Very long calls might signal that reps aren't qualifying efficiently. The sweet spot depends on your sales process, but tracking the trend reveals coaching opportunities.
Aircall's approach: The Outbound tab in the Overview+ dashboard displays average outbound talk time as a top-level KPI with trend comparison to previous periods.
What it is: The result of each call — appointment set, demo booked, proposal sent, sale closed, follow-up needed, etc.
Why it matters: This is where call activity connects to pipeline. Using Aircall's tagging system, reps can tag each call with its outcome. Over time, this data reveals conversion rates at each stage and helps you calculate the number of calls needed to close a deal.
Aircall's approach: Aircall's call tagging system integrates directly with CRM records. The tag usage overview in Analytics+ shows the most-used tags and trends over time.
What it is: Moments during calls where AI identifies that a rep struggled with an objection, missed a qualification question, or encountered negative customer sentiment.
Why it matters: You can't listen to every call. AI Sales Coach acts as a force multiplier for sales managers by flagging the specific conversations and moments that need attention — transforming coaching from random call reviews to targeted improvement.
Aircall's approach: AI Sales Coach monitors conversations and creates coaching alerts that surface in the dashboard, letting managers focus their limited coaching time on the highest-impact moments.
Support leaders need metrics focused on customer experience, team efficiency, and service level adherence.
What it is: The percentage of inbound calls answered within your target time threshold (commonly 20 or 30 seconds).
Why it matters: Service level is the foundational metric for support operations. It directly impacts customer satisfaction and is often tied to contractual SLA commitments. Consistent SLA achievement signals a well-staffed, well-managed support operation.
Aircall's approach: Service level is a top-level KPI in the Inbound tab of the Overview+ dashboard. You can customize the SLA threshold in seconds and filter by teams, numbers, or IVR branches. Aircall's calculation excludes time spent in welcome messages, IVR menus, and AI Voice Agent interactions — giving you an accurate picture of actual wait time for human agents.
What it is: The percentage of inbound calls resolved in a single interaction without requiring a callback or transfer.
Why it matters: FCR is the strongest predictor of customer satisfaction. Customers who get their issue resolved on the first call are significantly more likely to remain loyal. High FCR also reduces call volume (fewer callbacks) and lowers cost per resolution.
Aircall's approach: While FCR requires integration with your CRM or ticketing system to track fully, Aircall's call tagging and CRM sync capabilities make it straightforward to implement. Tag resolved-on-first-call interactions and track the trend over time.
What it is: The total time from when an agent answers a call to when they complete all post-call work, including hold time and after-call work (wrap-up).
Why it matters: AHT balances efficiency with quality. Aircall breaks AHT into its component parts:
Aircall's approach: The Monitoring dashboard tracks all three components separately. AI Assist significantly reduces ACW time by automatically summarizing calls and logging notes to the CRM, saving agents from manual data entry.
What it is: The percentage of inbound calls that go unanswered, broken down by reason.
Why it matters: Every missed call is a potential lost customer. Understanding why calls are missed lets you fix the root cause:
Aircall's approach: The Unanswered Calls+ dashboard provides a detailed breakdown of missed calls by reason, with trend analysis and drill-down to individual calls. It also tracks whether missed calls were called back within 24 hours.
What it is: Direct customer feedback (via post-call surveys) combined with AI-detected sentiment analysis during calls.
Why it matters: CSAT is the ultimate outcome metric for support teams. AI sentiment analysis adds a layer of real-time insight — detecting customer frustration, satisfaction, or confusion during the call itself, not just after.
Aircall's approach: AI Assist analyzes tone and language during calls to gauge sentiment, providing data that appears in your dashboard and CRM records.
Track total inbound and outbound calls over time to identify patterns. Aircall's Overview+ dashboard shows call volume by day of week and hour of day, helping you:
Average and maximum wait times directly impact customer experience and abandonment rates. Aircall's Live Monitoring dashboard shows real-time queue status including:
Understanding how agents spend their time helps optimize staffing:
Call quality directly affects customer experience and agent effectiveness. Aircall's Network Diagnostics+ dashboard tracks:
Morning huddle (5–10 minutes): Start each day reviewing yesterday's key metrics with the team. Highlight wins, flag concerns, and set the day's focus area.
Mid-day pulse check: Managers should check the Live Monitoring dashboard to ensure queues are healthy and agents are available.
End-of-day review: Review daily performance, recognize top performers, and identify calls flagged by AI for coaching review.
Configure alerts for critical metrics:
The full power of Aircall analytics emerges when connected to your CRM:
Schedule a monthly analytics review that examines:
As a trusted Aircall implementation and consulting partner, Vantage Point helps businesses get the most out of their call analytics investment:
All Aircall plans include basic Analytics dashboards with real-time monitoring, overview metrics, and user activity tracking. The standard Analytics covers call volume, answered/missed calls, talk time, and agent status. For advanced features like unlimited data history, drill-down capabilities, and dedicated dashboards for inbound, outbound, and unanswered calls, you'll need the Analytics+ add-on at $15/user/month.
Aircall offers deep native integrations with both platforms. For Salesforce, there's a dedicated Metrics Dashboard with 18 pre-built reports that display directly inside Salesforce. For HubSpot, Aircall automatically logs calls, attaches recordings, and syncs notes — earning recognition as a HubSpot Essential App for Customer Service. Both integrations allow you to build custom reports combining call data with CRM records.
Standard Analytics provides core dashboards including Overview, Monitoring, and User Activity with basic filters and limited historical data. Analytics+ ($15/user/month) unlocks advanced dashboards (Overview+, Inbound+, Outbound+, Unanswered Calls+, User Activity+, Monitoring+, Network Diagnostics+), unlimited data history, advanced filters (IVR branch, teams, tags, call hours), full drill-down to individual calls, and export to PDF, CSV, or XLSX.
Aircall's AI Agent Workforce enhances analytics in several ways: AI Assist automatically transcribes and summarizes calls, reducing manual note-taking and wrap-up time. AI Sales Coach identifies coaching moments during calls, flagging when reps struggle with objections or miss key questions. AI Analyst automates reporting by generating trend summaries. Teams using AI call summaries save approximately one hour per agent per month on call reviews alone.
For sales teams, focus on: connect rate (percentage of outbound calls answered), calls per day per rep (activity level), average talk time (conversation quality), call outcome rate (pipeline impact via tags), and AI-detected coaching moments. Track these metrics daily at the individual rep level and weekly at the team level to identify trends and coaching opportunities.
Support teams should prioritize: service level/SLA compliance (percentage of calls answered within threshold), first call resolution (issues resolved in one call), average handle time and its components (talk time, hold time, wrap-up time), missed call rate broken down by reason, and customer satisfaction scores combined with AI sentiment analysis.
Yes. Analytics+ supports exporting data in PDF, CSV, and XLSX formats from any dashboard tab. The export reflects all currently applied filters. Additionally, Aircall's API and native integrations allow you to pipe call data into business intelligence tools like Tableau or Power BI. Vantage Point can help design custom reporting architectures using MuleSoft and Data Cloud for enterprise-grade analytics needs.
Call analytics isn't about drowning in data — it's about surfacing the insights that drive action. Whether you're a sales leader trying to increase connect rates and close more deals, or a support leader working to improve service levels and customer satisfaction, the right metrics make the difference between guessing and knowing.
Aircall's analytics suite — powered by native AI, deeply integrated with your CRM, and designed for real-time visibility — provides the foundation for data-driven call operations. And with Vantage Point as your implementation partner, you get the expertise to configure, integrate, and optimize these capabilities for your specific business needs.
Ready to transform your call analytics? Contact Vantage Point to discuss how we can help you implement Aircall with the CRM integration, dashboard configuration, and AI optimization your team needs to perform at its best.
Vantage Point is a trusted CRM consulting and implementation partner specializing in Salesforce, HubSpot, and partner technologies including Aircall, Anthropic (Claude AI), and MuleSoft. We help businesses of all sizes design, implement, and optimize their CRM, automation, and AI solutions to drive growth, improve efficiency, and deliver exceptional customer experiences. Learn more at vantagepoint.io.