Learn about our analytics features and how they can make your statistics more useful than ever before.
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Reports are structured in a way that's intended to give users a high level of viewing flexibility. Within Analytics, elements such as cards and graph data are clickable. Clicking a point on the graph will change the data which displays in the logs below, while clicking a stat card will change what displays within both logs and graphs.
Top-Down Report Flow
Moving from the top to the bottom of each report, data is presented in order from broad to more specific. Selecting one of the seven report types at the top of the page, applying various filters, and clicking any of the elements in Analytics will individuate the information which displays. In this way, we can instantly and easily organize unique reports for various business purposes.
Page Elements Explained
Report Types (very top of page)
Click one of the nine headers to choose the primary type of report to display:
Group report
Agent report
Voice Agent report
Call log
Messages report
Real Time
Wallboard
Tags
AI Analytics
All report types will have the same page elements, but each type will have its own focus. Filters and Statistics options might be expanded or limited, depending on the report type chosen. For example, the Messages report does not feature a Stat Card for Average Total Talk Time, because this metric is not relevant for a report based on messages data.
Filters (top of selected report)
Filters are designed to make it easier to view only the information which is most relevant. After selecting or changing filter options, the report updates automatically to reflect the selected criteria.
* = filter only present in some report types
Search (Group | Agent) * | Shows only data associated with the selected Group or Agent. |
Date | Show only data from the time period selected, or from the "Absolute date" period entered ⚠️ Note: Analytics retains up to 12 months of call history.
Data which was gathered before the implementation of Analytics 2.0 can only be tracked and calculated using the old Statistics page, via the Dashboard |
Contact Name * | Shows only calls associated with the selected contact. Supports selecting multiple contacts |
Tags * | Show only data with the selected tag(s) |
Countries* | Show only data which came through the selected country or countries |
Call rating * | Show only data for calls which received the selected rating(s) |
Contact number | Shows only calls associated with the selected external phone number. Multiple numbers can be selected. Numbers must be entered in international format (for example: +15551234567). |
Call direction * | Show only |
Internal number | Show only data connected to the internal number chosen |
Call ID * | Show only data associated with the call ID entered |
How filters are applied
When you select more than one filter, Analytics applies all of them at the same time. This means that a call must match every filter you’ve chosen in order to appear in the report.
In practice, this works as follows:
Single filter: If you apply only one filter (for example, Group A), Analytics will show all calls that match this filter.
Multiple filters of different types: When you combine filters (for example, Group A and Tag = Priority), Analytics will only show calls that belong to Group A and are tagged as Priority.
Multiple filters of the same type: Selecting more than one option within the same filter field is treated inclusively. For example, choosing Group A and Group B in the Group filter will show calls from either group.
Common pitfalls
If you select filters that don’t overlap (for example, Group A + Country = France, but Group A only handles UK numbers), the report may look empty.
Remember that all filters stack together: Group + Date + Call Direction + Tag must all be satisfied at the same time for data to appear.
Example scenarios
Group Report: You filter by Group A + Call Direction = Inbound → The report shows only inbound calls that went through Group A.
Any report: You filter by Country = Germany + Call rating = 5 stars → The report shows only calls from German numbers that also received a 5-star rating.
Agent Report / Real-Time Dashboard: You filter by Group A + Agent X → Only calls where Agent X belongs to Group A will appear. If Agent X isn’t in Group A, no results will be shown.
⚠️ Renaming or deleting a tag in the CloudTalk Dashboard does not update historical Analytics data.
Previously recorded calls will continue to display the original version of the tag in Analytics.
Analytics reports reflect the tag values that were assigned at the time of the call and are not retroactively updated.
Stat Cards
Statistics or Stat Cards display various data measurements. They are cumulative for the time period chosen, meaning they will include or add together all the data from within the chosen Date (see above). Clicking a stat card filters the report to display data related to that metric and updates both the graph and the call log below.
Note: Visibility of cards listed below will vary by report type.
Total calls | Total number of calls handled by the group or agent within the selected period, including inbound, outbound, and internal calls. |
Avg. talking time | average total time a group or agent spent talking to customers, including hold/wait time, but not including after-call work |
Total talking time | Total cumulative time spent speaking during calls within the selected period. |
Short calls (outbound) | Outbound calls that fall below the configured short-call threshold (for example, if the threshold is 30 seconds, any call shorter than 30 seconds will count). |
Answered calls (inbound) | inbound calls that were successfully answered by an agent or group |
Avg. wrap-up time | Average time agents spend completing wrap-up tasks after a call. |
Outbound call success rate | percentage of outbound group calls which were answered |
Avg. answer time (inbound) | average time taken by an agent or group to answer an inbound call after it starts ringing. Time spent in IVR before reaching agents is not included. |
Inbound calls not answered by any agent in the routing path. Calls outside business hours are excluded. A call is counted as missed only if no one in the routing path answered it. Calls that ring multiple agents but are eventually answered are counted as answered calls, not multiple missed calls. | |
Outbound call attempts | total calls dialed by the group, regardless of connection success |
Outbound calls answered | Outbound calls that successfully connected to the recipient. |
Avg. time between calls | average time spent by an agent/group agent between calls, not including after-call work |
Messages sent | total SMS messages sent within the time period |
Resolved missed calls (inbound) | Missed inbound calls that were later followed up and resolved. |
Avg. handle time | Average time an agent spends handling a call, including talk time, hold time, and after-call work. |
Missed Call Logic and Breakdown
Missed calls are calculated based on the final outcome of the call.
A call is marked as Missed only if no agent in the routing path answered the call. If the call rings multiple agents or groups but is eventually answered, it is counted as an answered call rather than multiple missed calls.
Calls that occur outside business hours are excluded from the missed call count and tracked separately in the Calls Outside Business Hours metric.
Missed Calls Breakdown
When you click the Missed calls (inbound) stat card, Analytics displays a breakdown explaining why calls were missed.
The available reasons depend on the report type.
Selecting a category filters the report to display only calls that match that reason. The call log and graph update automatically to reflect the selected filter.
Graph
Graphs show a visual representation of whichever Stat Card is selected. For example, when the Total Calls card is highlighted, we will see a line graph in which each clickable point represents call activity for a specific time interval. The y-axis would mark call numbers and the x-axis would mark the times by Hour, Day, Week, or Month, depending which button was toggled above the graph.
Graphs make it easy to view the changes in data over time. Dots marked in blue represent data from the current period. The simple but clickable design allows us to compare the line graph of the current business period against the previous period, marked in gray.
Remember that graphs can be specified even further by applying filters at the top of each report page. So if, for example, we only wanted to see a graph of the Total Inbound Calls for a certain period, we could achieve this by first applying the Call direction filter, then clicking the Total Calls Stat Card.
Call logs
Call logs contain a more detailed snapshot of specific calls that came through an agent or group.
The order which log data is sorted can be changed by clicking the name of a column to sort by ascending or descending according to that column.
Clicking the icon to view more about a call log reveals a dropdown with the Call ID and the option to view Call steps (for Inbound calls).
Clicking Call steps allows you to view the groups or agents a call passed through in its Call route.
Have more questions about analytics or another topic? Contact our Support team. We're always happy to help!