This guide walks you through CloudTalk’s Call Log report in Analytics. You’ll learn how to view and filter call activity, track key metrics, and analyze trends to better understand team performance.
User Level:
Admin
The Call Log report in CloudTalk Analytics gives you a complete view of all inbound, outbound, and internal calls over a specific period. You can apply filters, explore key performance indicators, and analyze call trends to better understand and improve your team’s performance.
Much like other reports in CloudTalk Analytics, the Call Log presents data in a structured manner, allowing users to apply various filters, explore key statistics, and analyze call trends. The report starts with a broad overview and drills down into detailed call logs for more granular insights.
Applying Filters
Filters allow you to refine call data and tailor reports to your specific needs. When you change a filter, the report updates instantly to reflect the new view.
Available filters include:
Date Range – Choose from preset options (day, week, month) or set a custom timeframe.
Call Direction – Focus on inbound, outbound, internal, or all calls.
Tags – Filter by company-specific labels.
Country – Show calls based on their geographic origin.
Call Rating – Filter based on agent or customer feedback.
External/Internal Number – Focus on calls from specific numbers.
Call ID – Search for a call using its unique identifier.
Internal calls are now fully supported in the Call Log report. They appear alongside inbound and outbound calls and can be filtered or analyzed just like any other. The agent who initiated the internal call is shown in the Contact name column.
Visibility depends on user permissions: while admins can see all internal calls, supervisors will only see calls involving users or groups they have access to.
Key Call Metrics
At the top of the report, you’ll see key performance indicators (KPIs) that summarize call activity. Clicking on a stat card adjusts the data below to show relevant details.
Metric | Description |
Total Calls | Total number of inbound, outbound, and internal calls. |
Missed Calls (Inbound) | Calls that were not answered. |
Answered Outbound Calls | Outbound calls that successfully connected. |
Avg. Handle Time | Average time per call, including speaking and wrap-up. |
Avg. Talk Time | Average time agents spent talking on calls. |
Avg. Wrap-up Time | Average time spent on post-call processing. |
Outbound Call Success Rate | % of outbound calls that resulted in a successful connection. |
Calls Outside Business Hours | Calls made or received beyond designated working hours. |
Resolved Missed Calls | Missed calls that were later followed up. |
Unresolved Missed Calls | Missed calls that remain without follow-up. |
Visualizing Call Trends
The report includes a graph that helps you identify patterns and fluctuations in call activity.
The Y-axis shows the number of calls.
The X-axis reflects the selected timeframe (day, week, month).
Clicking on a point in the graph updates the table below to show calls from that specific moment.
Colors:
Blue line = Current period data.
Orange line = Data from the previous period (for comparison).
Call Log Details
Beneath the summary metrics and visual graphs, the call log table provides an overview of call interactions during the selected period.
Common columns include:
Call type (Inbound/Outbound/Internal)
Contact name or number
Call date and time
Duration
Call status (Answered, Missed, etc.)
Agent handling the call
Viewing Call Details
For more information about a specific call:
Find the call in the log table.
Click the three dots next to the entry.
Select View Call Details.
On the Call Details page, you can explore:
Call routing steps
Audio recordings
Notes and summaries
Resolution insights
For a full breakdown of what you’ll find there, see our Call Details guide.
If you have any further questions regarding this functionality, or need help with anything else, please reach out to our Support team. We are always happy to help!