Dashboard
Explore our dashboard features and set admin preferences
By Valeriia and 7 others8 authors95 articles
- Dashboard OverviewSee call activity highlights on the dashboard’s initial page.
- Introducing the New and Improved DashboardWelcome to the new and improved dashboard – smarter, faster, and more intuitive than ever.
- Onboarding ChecklistMake the most out of your trial or new CloudTalk account with our dynamic onboarding checklist, personalized to your role and use case
- Call Quality DashboardMonitor and troubleshoot call quality across your account with detailed per-call and aggregate metrics, including MOS, jitter, RTT, and packet loss
Account Settings
Set business preferences and defaults
- Account Settings GuideThis guide helps you set up and manage your account for smooth operations.
- Blacklist a NumberBlock unwanted calls by managing blacklisted phone numbers in CloudTalk
- Business HoursCustomize your business hours to let clients know when you are available to accept their calls.
- Call RecordingsChoose who can make and access call recordings. Keep important records and improve your business conversations.
- Configure CallbackActivate the Callback feature and radically reduce the number of unanswered calls, improving customer satisfaction.
- Configure Voicemail SettingsCloudTalk's voicemail feature will help you catch missed calls, including those received outside of your set business hours.
- Create and Manage Ring GroupsFind out how to easily operate and configure ring groups in CloudTalk.
- Configure Sounds and GreetingsLearn how to use sounds and greetings in CloudTalk
- Export Voicemail Speech-to-TextA guide to exporting voicemails as speech-to-text files via your workflows
- How to Use SSOSSO setup for CloudTalk Phone or other CloudTalk applications can be adjusted from the Dashboard
- Microsoft Azure SSO SetupAll additional values for Microsoft Azure SSO can be found through your Azure account
- Okta SSO SetupFind necessary values for Okta SSO setup via your Okta developer account
- OneLogin SSO SetupHow to retrieve values and input redirect URI needed for OneLogin SSO setup
- Set Up Skill Groups for Skill Based RoutingBefore using skill based routing in your call flows, make sure you have set up some skill groups
- Change EmailChange your company or user emails
- Access Settings for Call DataSet company or user level access limits to manage access to call recordings and statistics.
- How to access and generate your CloudTalk API keysLearn where to find your API Keys in CloudTalk and how to generate a new key and secret for use with integrations and the CloudTalk API.
Analytics
Track and analyze data with customizable reports
- CloudTalk Analytics guideTrack, analyze, and optimize your call center performance with this CloudTalk Analytics guide, featuring real-time monitoring, AI insights, and detailed reports.
- Introduction to CloudTalk AnalyticsAn introductory guide to navigating CloudTalk Analytics
- Analytics ReportsOur analytics page contains new features and top-down style reports for agents, groups, and more
- Agent ReportKeep track of the success of your agents using the features offered through Analytics.
- Missed Calls in AnalyticsGet a comprehensive view to diagnose missed calls of all types from the Analytics dashboard.
- Real Time ReportThe Real Time report within Analytics provides a comprehensive view of active and queued calls happening in real time.
- AI Analytics ReportThe AI Analytics report compliments our Conversation Intelligence suite, providing you data insights.
- Anonymous Calls CardThe Anonymous calls stat card tracks the number of outbound calls made anonymously.
- Export Call DetailsDownload call analytics details in PDF format
- Call Details in AnalyticsView and export detailed information about a call, all in one place.
- Messages ReportDetailed insights into SMS volume, costs, and communication trends
- TagsDiscover how to analyze call activity using the Tags report
- Call LogDiscover how CloudTalk's Call Log tracks call activity, metrics, and trends to optimize communication and performance.
- Group ReportEnhance your team's efficiency by utilizing the Group Report feature in Analytics.
- WallboardsCreate and customize real-time overview to monitor calls, agent activity, and performance metrics.
Users, Groups, and Contacts
Manage users, groups, and contacts
- Users, Groups, and Contacts guideManage users, groups, and contacts in CloudTalk with this guide on roles, access, and call handling.
- UsersLearn the roles and access privileges for users in CloudTalk.
- How to add new usersLearn how to add and configure new users in CloudTalk, including assigning roles, permissions, and advanced settings.
- Copy User SettingsCreate new users and groups with ease using our "load existing" function
- Bulk Upload UsersA faster way to add multiple admin, agent, supervisor, or analyst users to your company account
- Managing ContactsA guide to locating and managing your CloudTalk contacts
- Contact TagsApply customized tags to help you search and sort contacts into categories to be used for campaigns or data analysis
- Custom AttributesCustom attributes for contacts help store the customer data most relevant for you.
- Power Dialer Automatic Outbound IDLet power dialer choose the outbound number for each campaign call, based on the customer's location.
- Call MonitorSupervise and join ongoing calls to help your agents in real-time and understand your customers better.
- Call TagsCall and Contact tags are different attributes, each with different methods to add, edit, or delete
- How to use Automatic Caller IDAutomatically select the best outbound number based on the destination to improve local presence and increase answer rates.
- Phone ExtensionAssign 4-digit extensions to individual agents, teams, or office locations for easy call routing.
- Unlimited Concurrent CallsLearn how to set up unlimited concurrent calls to enhance customer experience.
- Contact MergingLearn how CloudTalk handles contact deduplication across all contact sources
Routing & Call Flow Design
Information on IVR and our Call Flow Designer
- Routing & Call Flow Design guideThis guide explores CloudTalk’s Routing & Call Flow Design, helping you create custom call flows, automate routing, and optimize inbound call management.
- Using Your Salesforce Integration in Call Flow HTTP RequestsCall Salesforce from your call flow without entering credentials, using your connected Salesforce integration.
- Route Number by CountrySet up a call flow to route international numbers to the proper team of agents or branches
- Call Flow Designer GuideLearn about the features and inbound call steps that are available in CloudTalk's user-friendly Call Flow Designer
- Skill Based Routing in Call FlowStart designing call flows that direct your clients to the agent groups who can help them
- Copy Call FlowUse the copy call flow feature and save anything from one step to an entire number branch for use elsewhere
- Caller-Based Routing with ConditionsRoute calls based on region, contact, or other conditions using a condition splitter in your call flow
- Collect Input from Caller StepHow Collect input from caller works and how you can use it as an action step in call flow designs
- Day/Time SplitterRoute to a branch based on the day or time of an incoming call.
- HTTP Request StepConfigure data exchange in CFD to power smarter, data-driven call routing.
- Filter Out Changing Spam NumbersAutomatically ignore batch spam numbers with Call Flow Designer
- Post-Call SurveyA guide to using post-call surveys in CloudTalk to collect feedback from your callers
- How to send an automatic SMS using Call Flow DesignerA guide to automating the sending of SMSes via CFD in CloudTalk's Dashboard
Workflow Automations
Workflow setup and common configurations
- Workflow Automations guideThis guide explains how to set up CloudTalk’s Workflow Automations, using triggers, conditions, and actions to streamline tasks, automate messaging, and integrate with external tools.
- Configuring Workflow AutomationsWorkflow Automation is an efficient way of streamlining business processes, especially in customer support and sales departments.
- TriggersLearn how to use Triggers in your Workflow Automations
- ConditionsLearn how to use Conditions in your Workflow Automations
- ActionsLearn how to use an Action in your Workflow Automations
- Automate a Welcome SMSUse our workflow automations to send new contacts a text to welcome their business
- Speech-to-Text TranscriptionSet up a automated transcription and export of call transcripts using workflow automations.
- Send Transcriptions to SlackOur workflow automations allow you to forward transcribed calls to your company Slack.
- Automate Contact TagsCreate an automated Workflow to add tags to contacts that meet certain criteria
- Automate a Follow-up SMSSet up an automated followup SMS using Workflow Automations
- Forward Incoming SMS to SlackOur workflow automations allow you to forward inbound SMS messages to your company Slack.
- Export Survey AnswersUsing Workflow Automations, we can export survey responses from a campaign to a preferred CRM system
- HubSpot AuthenticationHow the HubSpot API authenticates requests from workflow automations within CloudTalk
- Cue CardsCue Cards help your agents by showing up-to-date details, like client history, deal status, or custom call scripts.
- How to Route Calls to the Previously Present AgentEnsure calls are routed to the most recent agent who communicated with the client.
- Missed Call NotificationsGet notified when your agents miss a call by setting up automated alerts using Workflow Automations.
Campaigns
Reach more prospects efficiently using CloudTalk’s campaign dialers
- Setting up CampaignsSet up and manage calling campaigns for your outbound team.
- Using Campaigns with CloudTalk DialerMaster the CloudTalk Dialer interface to unlock its full potential.
- AI Sales Dialer: Sequential Mode (1 line)Execute campaigns using the sequential dialer within the CloudTalk phone app and synced CRM outcomes.
- AI Sales Dialer: Parallel Mode (2+ lines)Speed up outreach with Parallel Dialing, Voicemail Detection, and CRM-synced outcomes.
- Using Campaigns with Power DialerManage outbound calling campaigns from the CloudTalk Phone desktop app
- Call ScriptsCreate and manage call scripts for your outbound campaigns.
- SurveysCreate and manage surveys to collect structured information from contacts during campaign calls.
Legacy Dashboard
Access your Billing, Campaigns, Stats and Automations