The Call Log report in CloudTalk Analytics offers a comprehensive view of all inbound and outbound calls over a specific period. This report helps administrators track call activity, measure key performance indicators, and refine their communication processes.
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 help users narrow down call data to focus on specific interactions. Changes to filters instantly update the report's visualizations and logs.
Available Filters:
Date Range – Choose from preset options (day, week, month) or set a custom timeframe.
Call Direction – Select between inbound, outbound, or both.
Tags – Filter calls based on company-specific labels.
Country – View calls based on their geographic origin.
Call Rating – Filter calls based on agent or customer feedback.
External/Internal Number – Focus on specific phone numbers.
Call ID – Locate particular calls using unique identifiers.
Key Call Metrics
At the top of the report, key performance indicators provide a snapshot of call activity. Clicking on a stat card will adjust the displayed data to reflect relevant details.
Highlighted Metrics:
Total Calls – Count of all inbound and outbound calls.
Missed Calls (Inbound) – Number of unanswered incoming calls.
Answered Outbound Calls – Outbound calls successfully connected.
Avg. Handle Time – Average time taken per call, including speaking and wrap-up time.
Avg. Talk Time – The average duration of conversations.
Avg. Wrap-up Time – Time spent on post-call processing.
Outbound Call Success Rate – Percentage of outbound calls that resulted in a successful connection.
Calls Outside Business Hours – Number of calls made beyond designated work hours.
Resolved Missed Calls – Count of missed calls that received follow-ups.
Unresolved Missed Calls – Missed calls that remain unaddressed.
Visualizing Call Trends
The included graph helps illustrate call patterns and fluctuations over time.
How the Graph Works:
Y-axis represents the number of calls.
X-axis corresponds to the selected timeframe (Day, Week, Month).
Clicking on a point in the graph updates the log table below to show calls from that specific moment.
Blue Line = Current period data
Orange Line = Previous period data for comparison
Call Log Details
Beneath the statistical summaries and visual graphs, the call log table provides a complete record of call interactions during the selected period. Users can review:
Call Type (Inbound/Outbound)
Contact Information
Call Time and Date
Duration of the Call
Post-call Wrap-up Time
Call Status (Answered, Missed, etc.)
Agent Handling the Call
To explore further details:
Click the triple dots next to any call entry to open the Call Details page.
View call breakdowns, including:
Call routing steps
Audio recordings
Call notes and summary
Resolution insights
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!