This guide walks you through the Group Report, which helps Admins and Supervisors evaluate team performance across multiple groups.
User level: Admins, Agents, Supervisors
Accessing the Group Report Dashboard
In your CloudTalk Dashboard, go to the left menu and click Analytics.
From the list of available reports, select Group Report.
The Group Report dashboard is divided into three main areas:
Metrics (stat cards): headline KPIs for the selected filters.
Visualizations (graphs): trends over time.
Tables: detailed breakdown by group and agent.
Filters
Filters let you narrow the scope of your report so you’re only looking at the calls that matter. By default, the Group Report shows all groups, all call directions, and the last 7 days of data.
You can adjust the following:
Group: Focus on one or more teams you want to analyze.
Call direction: Filter by Inbound, Outbound, or show Both.
Time period: Choose from Last 7 days, Last Month, Weekly, or set a Custom Range. Keep in mind that Analytics displays only data from the last 12 months.
Additional filters let you get even more specific:
Contact name: Drill down into calls with a particular contact.
Tags: Filter calls by categories you’ve applied (e.g., Sales, Support).
Countries: See calls from or to specific countries.
Call rating: Review calls based on customer feedback scores.
External number: Focus on calls made or received from outside your company.
Internal number: Look at internal team calls only.
Tip: Filters can be combined. For example, you might check "Outbound" calls from your Sales team in the last month to see how prospecting campaigns performed.
Filters in this report follow the same logic as described in Analytics Reports – How filters are applied. All selected filter conditions must be true for data to appear.
Understanding Group Report Metrics
At the top of the Group Report, you’ll see stat cards showing headline metrics (KPIs) for the filters you’ve applied. Clicking a stat card filters the report to display data related to that metric and updates both the graph and the table below. These give you a quick snapshot of how your teams are performing.
Metric | Description |
Avg. Handle Time | Average time spent handling calls, including talk time, hold time, and wrap-up time. |
Total Calls | Total number of inbound, outbound, and internal calls handled by the group. |
Anonymous Calls | Calls where the caller ID was hidden or unavailable. |
Total Talking Time | Total cumulative time spent speaking during calls within the selected period. |
Avg. Talking Time | Average time agents in the group spent talking during calls. |
Short Calls (Outbound) | Outbound calls that lasted 30 seconds or less. |
Answered Calls (Inbound) | Inbound calls that were successfully answered by agents in the group. |
Inbound calls not answered by any agent in the routing path. Calls outside business hours are excluded. | |
Avg. Wrap-up Time | Average time agents spend completing wrap-up tasks after calls. |
Outbound Call Success Rate | Percentage of outbound calls that resulted in a successful connection. |
Avg. Answer Time (Inbound) | Average time taken for agents in the group to answer inbound calls after they start ringing. |
Outbound Call Attempts | Total number of outbound calls dialed by the group, regardless of connection success. |
Outbound Calls Answered | Outbound calls from the group that successfully connected to the recipient. |
Messages Sent | Total SMS messages sent by the group during the selected period. |
Agent Statuses | Displays the distribution of agent statuses (for example, available, busy, or offline). |
Avg. Waiting Time | Average time callers waited before the call was answered or ended. |
Max. Waiting Time | The longest waiting time recorded for calls in the selected period. |
Resolved Missed Calls (Inbound) | Missed inbound calls that were later followed up and resolved by the group. |
Unresolved Missed Calls (Inbound) | Missed inbound calls that remain unresolved. |
Missed Calls Breakdown
Clicking the Missed calls (inbound) stat card opens a breakdown showing why inbound calls were missed for the selected group.
Each category displays both the number and percentage of calls that fall into that reason.
In the Group Report, missed calls are categorized based on group-level agent availability and call outcomes, such as:
No answer by available agents
At least one agent was available, but the call was not picked up.All agents offline
No agents in the group were online when the call was routed.All agents busy
Agents were already handling other calls or completing wrap-up tasksCaller canceled the call
The caller ended the call before it was answered.
Selecting a reason filters the report to show only calls that match that category. The call table and visualizations update automatically to reflect the selected filter.
Understanding Visualizations
Just below the stat cards, you’ll find interactive graphs that show how your team’s call activity changes over time. These visualizations make it easy to spot patterns and trends at a glance.
What you can do with graphs:
Compare trends: See how call volumes or success rates evolve day by day, week by week, or month by month.
Identify seasonality: Spot recurring peaks (e.g. Monday mornings) or dips (e.g. holiday periods).
Measure impact: Track whether new workflows, staffing changes, or campaigns affect call performance.
Hover for details: Move your cursor over a data point to see the exact value.
Understanding Tables
The lower part of the Group Report shows a detailed breakdown of call activity at the agent level. The table updates dynamically when you click a stat card.
Agent view: Each row displays total calls, average handle time, average talking time, and short calls for an agent.
Expanded view: Clicking on an agent opens their call log, where you can review each call with details such as contact, number, date, talk time, wrap-up time, answer time, and call status.
Filtering by group: If you want to see results for a specific team, apply the Group filter at the top of the report. The table will then only display agents belonging to that group.
Exporting Reports
You can export Group Report data in two formats:
CSV: Downloaded instantly. Provides raw call data for spreadsheet analysis.
PDF: A formatted report sent directly to your email. Useful for sharing with management.
Have more questions? Reach out to our Support team. We're always happy to help!