# Data Overview

When you connect Aircall to Coupler.io, you can pull data across nine entities — from raw call logs to team structure and agent availability. This article walks you through what each entity contains and how you can use it.

## Entities at a glance

| Entity              | Best used for                                        |
| ------------------- | ---------------------------------------------------- |
| Calls               | Call volume, duration, outcomes, and tag analysis    |
| Companies           | Account-level segmentation of call activity          |
| Contacts            | Linking calls to individual customers or prospects   |
| Numbers             | Auditing phone number usage and routing              |
| Tags                | Categorizing and filtering calls by topic or outcome |
| User availabilities | Monitoring agent online/offline status               |
| Users               | Agent roster, roles, and configuration               |
| Teams               | Team composition and hierarchy                       |
| Webhooks            | Reviewing event-driven integrations                  |

## Calls

#### Metrics

| Metric            | Description                              |
| ----------------- | ---------------------------------------- |
| Duration          | Total length of the call in seconds      |
| Ringing duration  | Time the call rang before being answered |
| Talking duration  | Time spent in active conversation        |
| Waiting duration  | Time the caller spent on hold            |
| Missed call count | Number of calls not answered             |

#### Dimensions

| Dimension     | Description                             |
| ------------- | --------------------------------------- |
| Call ID       | Unique identifier for each call         |
| Direction     | Inbound or outbound                     |
| Status        | Answered, missed, voicemail, etc.       |
| Started at    | Timestamp when the call began           |
| Ended at      | Timestamp when the call ended           |
| Number        | Aircall number used for the call        |
| User          | Agent who handled the call              |
| Tags          | Labels applied to the call              |
| Recording URL | Link to the call recording (if enabled) |

## Users

#### Dimensions

| Dimension  | Description                        |
| ---------- | ---------------------------------- |
| User ID    | Unique identifier for the agent    |
| Name       | Agent's full name                  |
| Email      | Agent's email address              |
| Role       | Admin, agent, or supervisor        |
| Language   | Agent's preferred language setting |
| Time zone  | Agent's configured time zone       |
| Created at | When the user account was created  |

## User availabilities

#### Dimensions

| Dimension           | Description                                 |
| ------------------- | ------------------------------------------- |
| User ID             | Identifier linking back to the Users entity |
| Availability status | Available, unavailable, or custom status    |
| Updated at          | When the status was last changed            |

## Teams

#### Dimensions

| Dimension  | Description                    |
| ---------- | ------------------------------ |
| Team ID    | Unique identifier for the team |
| Team name  | Name of the team               |
| Members    | Users assigned to the team     |
| Created at | When the team was created      |

## Numbers

#### Dimensions

| Dimension | Description                            |
| --------- | -------------------------------------- |
| Number ID | Unique identifier for the phone number |
| Digits    | The actual phone number                |
| Name      | Label assigned to the number           |
| Country   | Country the number is registered in    |
| Type      | Local, toll-free, or mobile            |
| Status    | Active or inactive                     |

## Common metric combinations

Here are some combinations that are especially useful for reporting:

* **Calls + Duration + User** — agent-level productivity and talk time
* **Calls + Status + Tags** — call outcome analysis by category
* **Calls + Direction + Number** — inbound vs. outbound breakdown per phone line
* **User availabilities + Users** — team coverage and scheduling insights

## Use cases by role

{% tabs %}
{% tab title="Sales managers" %}

* Track outbound call volume per rep over a set period
* Compare talk time and connection rates across the team
* Identify which tags (e.g., "demo booked" or "not interested") appear most often
* Combine with CRM data to correlate call activity with pipeline progression
  {% endtab %}

{% tab title="Support leads" %}

* Monitor missed call rates by number or queue
* Analyze average handling time and wait duration
* Review agent availability patterns to optimize shift coverage
* Use tag data to spot recurring customer issues
  {% endtab %}

{% tab title="Operations & RevOps" %}

* Build automated dashboards that refresh on a schedule
* Audit phone number usage and identify unused lines
* Export user and team data for headcount and capacity planning
* Combine Aircall data with billing or ticketing tools for end-to-end visibility
  {% endtab %}
  {% endtabs %}

## Platform-specific notes

* The **start date** parameter controls how far back data is fetched — set it carefully to avoid pulling more data than you need
* Call recordings are included as URLs in the Calls entity; access depends on your Aircall plan and recording settings
* **User availabilities** reflect the current or most recent status — it is not a full historical log
* Some fields (like voicemail or IVR details) may only appear if those features are enabled in your Aircall account
* Aircall's API uses pagination; Coupler.io handles this automatically, but very large date ranges may take longer to import