Introducing Aircall's New Live Monitoring Experience

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In the fast-paced world of business, real-time insights into your team’s calling activity can make all the difference in delivering top-notch customer service and driving sales success. That’s why we're thrilled to introduce Aircall's brand-new Live Monitoring experience.

Designed to replace our existing Live Feed, this dashboard is more than just an upgrade—it's a game changer. Available on the Professional plan and in an enhanced version on Analytics+, it provides users with real-time visibility of their organisation’s calling activity, as well as access to business-critical metrics that can elevate your service level, enhance team performance, and optimise staffing—all from one unified interface.

Key Features at-a-glance

Live Monitoring offers powerful capabilities that transform how you assess and manage call activities:

• Live Call Coaching: Enhance training with real-time advice during ongoing calls.

• Comprehensive KPIs: Access inbound/outbound call volumes, unanswered call rates, and more at-a-glance.

• Tabs for Calls, Users, and Numbers: Focus on metrics that matter most to your team.

• Detailed Call Insights: Explore call summaries, tags, and reasons for unanswered calls.

• Customisation and Drill-Down (A+): Tailor your data views and get deeper insights into user- and number-specific metrics.

Transforming Customer Support

Imagine being able to maintain a 24/7 overview of your call centre's performance. With Live Monitoring, customer support teams have actionable insights at their fingertips. Real-time KPIs segmented by calls, users, and numbers allow for immediate responses to issues. Colour-coded SLAs help identify performance dips instantly, while real-time adjustments to call distribution ensure customer demand is met without delay.

But the benefits don't stop there. With instant access to call details such as notes and tags, support teams can troubleshoot effectively, stopping potential issues before they escalate. This proactive approach enhances customer satisfaction, turning every live call into an opportunity for learning and improvement.

Elevating Sales Performance

For sales teams, Live Monitoring provides the competitive edge needed to boost sales performance in real time. By tracking metrics like call volume and answer rates per user or number, teams can identify areas of improvement and adapt sales strategies on the fly. Live coaching, supported by user-specific metrics, ensures that feedback is both timely and personalised, optimising every interaction.

The ability to dig into call details with advanced filters and drill-down capabilities empowers sales leaders to get to the core of performance issues quickly. This granular insight not only drives immediate results but also paves the way for sustained growth and success.

Professional Plan or Analytics+?

While both plans offer robust features, the Analytics+ version—Live Monitoring+—provides added depth for those who need it. With features like customisable colour-coded SLAs and the ability to drill down into specific users and numbers, Live Monitoring+ offers unparalleled detail, making it a must-have for inbound sales and support leaders aiming for precision in performance management.

Users of Live Monitoring+ can also view live data from various timeframes, including today, the past 24 hours, and the past hour, enabling more dynamic performance tracking and troubleshooting.

Get Started today

We invite you to explore the capabilities of our new Live Monitoring feature. Whether you're on the Professional plan or considering an upgrade to Analytics+, this dashboard is designed to empower your teams with real-time insights and actionable data.

To get started, reach out to your Account Manager for a personalised demo, take advantage of the in-product tour (displayed on the Live Monitoring dashboard for a limited time), or check out our Help Centre.

At Aircall, we're committed to helping you elevate your operations and achieve unparalleled efficiency. Let's transform your call centre's performance together.

Published on October 28, 2024.