We are excited to introduce a series of enhancements to our dashboard, designed to elevate the user experience, improve navigation, and streamline the management of administrative tasks. Our goal is to make it easier for you to access critical functions while maintaining an intuitive and modern interface. In this article, we will guide you through the key updates, explaining their significance and how they can enhance your daily operations.
Dashboard Tab View Enhancements
We’ve improved the Dashboard tab view to provide more granular analysis of your data. New filters have been added to the basic dashboard report, allowing you to filter by user, group, and call type for more detailed insights. The filter for tags has been removed to simplify the process and focus on more relevant data points.
Real-Time Analytics & Performance Tracking
The Statistics tab has been removed from the dashboard and replaced with more reliable Cloudtalk Analytics for a deeper and more accurate view of your data. You can now access the analytics using your standard login credentials.
The new analytics offer several detailed reports:
Groups Report – Get an in-depth overview of group-related data, helping you track performance across different teams.
Agent Report – Analyze individual agent performance with key metrics, including call volume, resolution rates, and efficiency.
Call Log – Gain a detailed overview of all calls performed by your agents, providing insights into call durations, outcomes, and more.
Messages Report – Analyze the service provided via SMS, MMS, and WhatsApp messaging, helping you track communication performance.
Real-Time Report – Get real-time insights based on your specific configuration, keeping you informed of live metrics.
Tags Report – Dive into call tag analysis to understand trends and categorize your data more effectively.
For users subscribed to our Conversation intelligence features, there's also an AI Analytics Report for deeper insights driven by AI technology.
Users Management
Managing your team is now more efficient with the improved Users section, replacing the old Agents tab. Admins can now oversee all roles, statuses, and permissions from a single, streamlined view.
Enhanced Filters for Easier User Management
To help manage a large number of users from Users list page, we’ve added filters that allow you to sort by status, role, groups, and skills, making it easier to find and manage specific users.
Simplified User Settings
User settings are now divided into two sections:
Basic Settings – A quick and simple way to create new users with minimal required fields.
Advanced Settings – Gives full customization options, allowing you to configure a user account exactly as needed.
Load Existing Configuration
Save time when manually creating new users by using the Load Existing feature. Simply select an existing user during user creation process, and their configuration will be copied to the new account.
Bulk User Import
The new bulk import feature lets you create multiple user accounts in minutes by uploading a CSV file with user details.
Key benefits:
Faster user creation – Upload a CSV file, and the system will generate accounts automatically.
Pre-configured settings – Assign roles, permissions, and skills during import, eliminating extra manual setup.
Scalable & efficient – Easily onboard small teams or entire departments with minimal effort.
For details on CSV formatting and step-by-step instructions, see the reference article.
Skill-Based Routing Management
Manage user skills easily in the User Skills tab. Now, when adding a new skill to a user profile, you can create the skill directly—no need to navigate outside of user section of Dashboard.
Dedicated SIP Login Tab
Apart from User Skill tab in user profile, SIP login details now have their own separate tab for quicker and easier access.
These updates provide greater flexibility and efficiency in managing users, making team configuration smoother than ever.
Groups Management Enhancements
We've made several improvements to Groups Management to simplify and speed up the process of managing groups in CloudTalk.
Search by Group Name
Managing groups is now easier with the search by group name functionality. This allows you to quickly find specific groups, making it more efficient to handle any volume of groups within the CloudTalk dashboard.
Load Existing Configuration
To save time when creating or editing groups, you can now reuse the configuration of an existing group. Simply select a group, and its settings will be automatically applied to the new or updated group, ensuring consistency across configurations.
Groups Settings Improvements
We've restructured group settings to improve the setup experience:
Basic & Advanced Settings Split – Similar to user settings, group settings are now divided into basic and advanced sections for faster creation and better usability.
Direct Sound Upload – Easily upload sounds directly when setting up group-related sounds for queues, eliminating extra steps.
Callback Settings in Advanced Tab – Callback settings have been moved to the Advanced Settings tab, allowing for a more streamlined and organized configuration process.
Internal Contacts Relocation
We’ve streamlined where you can find internal contact information by removing the Internal Contacts tab and integrating the data into dedicated management sections:
Need details about a user, like extensions or agent statuses previously found in Internal contacts tab? Head to the Users tab.
Looking for agent group information previously found in Internal contacts tab? You’ll find it under the Groups tab.
Plus, agents, analysts, and supervisors now have read-only access, so they can easily review these details whenever needed.
Enhanced Call Management and Campaign Features
Improved Campaign Management
The campaign creation process is now more intuitive and user-friendly, making it easier to set up and manage campaigns efficiently. The new filters were added in the campaign list to help you filter by status (active or inactive campaigns) or search by name for quicker and easier navigation.
Power Dialer Updates
The execution of Power Dialer campaigns is no longer available in the CloudTalk dashboard. This functionality has been fully moved to the CloudTalk Phone App. Read more about these changes in How to use campaigns on Cloudtalk app guide.
Numbers Management Enhancements
Easier Number Acquisition
We’ve enhanced the Buy Number interface, allowing you to upload necessary documents directly, speeding up the approval process. Additionally, you can now request national and shared-cost numbers, providing greater flexibility for your business needs.
Improved Number Settings Interface
Configuring incoming call settings is now more intuitive and user-friendly. When you click Edit on the Numbers list page, you’ll find a redesigned settings interface where you can:
Assign an internal name or mark a number as VIP
Enable Mandatory Tagging for better call categorization
Allow Agent-Initiated Pause Recording
Configure Business Hours per number directly in the settings
Updated Call Flow Designer Access
Previously, clicking Edit on a number would take you directly to the Call Flow Designer. Now, we’ve improved the workflow by first displaying the number settings page, where you can configure key options. From there, you can easily access the Call Flow Designer by clicking the "Configure Call Flow" button, giving you more control and a clearer overview before setting up your inbound call routing.
Contacts Management Enhancements
Improved Contact List View
We’ve added a Tags column to the Contacts List, making it easier to see relevant call details at a glance and improving overall visibility.
Bulk Contact Upload
You can now upload contacts in bulk directly from the Contacts page using a CSV file. This feature, previously available only in the Integrations section, allows you to efficiently add large volumes of contacts with ease. Read more about the bulk upload process in our reference article.
Enhanced Contact Details Page
The Contact Details page has been redesigned for a more user-friendly and intuitive experience:
Activity, Call History, and Notes are now in separate tabs for better clarity.
Empty fields are no longer displayed in the profile by default; they become available when editing the contact.
Delete Contact option has been added directly to the profile page for quick and easy removal
New Account Settings for Better Control
We’ve introduced several new settings to give you more flexibility and control over your integrations, call recordings, and notifications:
Integration Merge Strategies
You can now manage how leads and contacts are merged within integrations, giving you more control over your data syncing. Read more about how these settings affect your contact data in a dedicated guide.
Advanced Call Recording Settings
We’ve added more flexible options for managing call recordings. You can now choose which types of calls to record, enabling or disabling recordings for inbound, outbound, or internal calls based on your preferences.
Additionally, the Pause Recording feature has been introduced, allowing agents to pause recordings during calls when needed. Admins can now manage whether agents have access to this feature through the general settings.
While you could previously adjust call visibility in the old dashboard, the new dashboard gives you even more control. You can now fine-tune who can view, play, and download call recordings, offering granular control over call recording visibility.
Learn more about managing these settings in the Call Recordings article.
Enhanced Notification Controls
Customize your notification settings to suit your workflow. You can now enable or disable incoming call notifications and real-time cards based on your preferences.
API Keys Management
You can manage your API keys more efficiently under Account > Settings > API Keys, with two new enhancements:
• Description – Assign labels to easily identify each API key.
• Created Date – View the creation date to track and manage keys more effectively.
These updates provide better organization and improved key management.
Redesigned Navigation for Improved Efficiency
We’ve made navigation more intuitive by reorganizing key sections within the Account settings. The layout has been optimized to ensure that essential subpages are easier to access, reducing the number of clicks required to reach vital functionalities.
Sounds Page Relocation: Now found under Account → Settings → Sounds, allowing for better organization of sound files. Additionally, you can now upload or record sounds directly in the Call Flow Designer while setting up inbound call routing.
Skill-Based Routing: To streamline configuration, Skill-Based Routing settings have been moved to Account → Settings → Skill-Based Routing, making it easier to manage routing rules based on user skills.
Conference & Action History Tabs Removal
The Conference and Action History tabs are no longer available on the platform. We understand the importance of these features, and our team is actively working on future solutions that will offer more reliable and enhanced functionality to meet your needs.
If you need further assistance or have any questions, you can contact our Support team. We are always here to help you!