In this article, we'll show you some Geckoboard features that can enhance your integration experience and help you get more from your Aircall data.

A common use case for the Aircall data source is tracking the call queues in real-time to get a sense of what’s happening. If you are interested in monitoring either all or a selection of calls as they occur, you can use the "Call list" metric.

The "Call list" will generate a table from which you can decide which columns are relevant to you and apply filters to target the exact calls you want to monitor. The visualization will then update by adding new rows of data to the table as new calls take place.

Call centers commonly aim to reduce the number of abandoned/missed calls and keep the maximum waiting time in check.

To achieve this with Geckoboard, you can monitor your queues and waiting times, and if you need to take action, e.g., pull in more agents to cover busy periods, you can set notifications to be sent to Slack when certain conditions are met.

In this example, a "healthy" average wait time is 10 seconds (this value will vary from company to company); during busy periods, the average wait time can go as high as 50 seconds (and still be okay), but we have identified that as soon as the average time goes above 1 minute, the average number of missed calls doubles. Therefore, we want to be alerted with a message on Slack if the average waiting time crosses the 1-minute threshold so we can monitor closely and take action.

With Interactive Views, you can modify the time frame and break down your metrics on the fly (without affecting the main visualization on the dashboard). Using this method, you can identify what is behind your metric's numbers.

For example, if the average wait time for the past seven days has been 10 seconds, you can use Interactive Views to drill in and see the average wait time for each agent. You can also quickly adjust the timeframe and see today's average wait time.

When creating leaderboards or other visualizations using metrics such as Total calls, you may see an entry for "no value."

This is because metrics like total calls retrieve the entirety of the system's calls, including missed calls, inbound calls, outbound calls, etc. Missed calls don’t have a user assigned to them, so "no value" is displayed instead.

If you only want to see users in the leaderboard, you can change the metric to suit your needs best or apply filters to achieve the same result. In this case, a simple way to remove "missed calls" is to apply a "user has any value" filter.

Call tags are a great way to add granularity and better understand your call activity. For example, if you use tags to summarize the main reason for the call, i.e., "General inquiry", "Cold call", "Discovery call", and would like to know how the type of calls behaves over time, you can create historical visualizations in Geckoboard such as line charts or column charts and use the "Split by" option to split the visualization by tag.