This guide walks you through the Call Log report in CloudTalk Analytics. You’ll learn how to view and filter call activity, track key performance metrics, and analyze trends to better understand team performance.
User Level: Admin, Supervisor, Analyst, Agent (with permissions enabled)
The Call Log report provides a complete overview of inbound, outbound, and internal calls within a selected time period. It combines high-level performance indicators, visual trend analysis, and detailed call records to help you evaluate activity and identify opportunities for improvement.
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.
Filters in this report follow the same logic as described in Analytics Reports – How filters are applied. All selected filter conditions must be true for data to appear.
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) | Inbound calls not answered by any agent in the routing path. Calls outside business hours are excluded. |
Answered Calls (Inbound) | Inbound calls that were successfully answered by an agent. |
Total Talking Time | Total cumulative time spent speaking during calls within the selected period. |
Avg. Handle Time | Average time per call, including speaking and wrap-up. |
Avg. Talking Time | Average time agents spent talking on calls. |
Short Calls (outbound) | Outbound calls that lasted 30 seconds or less. |
Avg. Answer Time (Inbound) | Average time taken to answer inbound calls after they start ringing. |
Avg. Wrap-up Time | Average time spent on post-call processing. |
Outbound Call Attempts | Total number of outbound calls dialed, regardless of connection success. |
Outbound Calls Answered | Outbound calls that successfully connected to the recipient. |
Max. Waiting Time | The longest waiting time recorded for a call within the selected period. |
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 (inbound) | Inbound missed calls that were later followed up. |
Unresolved Missed Calls (inbound) | Inbound missed calls that remain without follow-up. |
Messages Sent | Total SMS messages sent during the selected period. |
Anonymous Calls | Calls where the caller ID was hidden or unavailable. |
Missed Call Reasons
When you click the Missed Calls (Inbound) stat card, the report displays a breakdown showing why inbound calls were missed. Selecting one of the categories filters the report to display only calls that match that reason, and the graph and call log update automatically. Each category shows both the number and percentage of calls.
Common reasons include:
Call abandoned during playback
The caller hung up while listening to a recorded message, such as a greeting or announcement, before reaching an agent.Call abandoned in IVR
The caller hung up while navigating the IVR menu.Call hung up early
The caller ended the call within the first few seconds after dialing.Agent related reasons
The call reached the routing stage but could not be answered due to agent availability issues. This includes situations where agents were offline, unavailable, already on another call, did not answer in time, or declined the call. More detailed agent-related reasons can be viewed in the Agent Report or Group Report.
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
Transferred Calls in the Call Log (Cold & Safe Transfers)
If a call includes additional cold transfers beyond the first one, they appear as separate rows and are not merged into the original entry.
The Call Log reflects both standard cold transfers and cold transfers completed with Safe Transfer Mode enabled:
Cold transfer - the call is transferred to another agent without speaking to them first.
Safe transfer - a cold transfer made with Safe Transfer Mode enabled, where the original agent stays connected to the caller until the transfer is successfully completed or fails.
How transferred calls appear
Cold transfers
For calls with a single cold transfer, the call is shown as one entry in the Call Log.
All agents involved are listed in the Via column.
Timing metrics are shown as a single set of metrics reflecting the combined interaction.
If a call includes additional cold transfers, those interactions are shown as separate call records.
Safe transfers
Safe transfers are supported and are shown with the transfer indicator in the Call Log.
You can review the full flow (including transfer steps) in View Call Details > Call Steps.
Current limitations (Safe Transfers)
Analytics currently supports 1 safe cold transfer per call. Additional safe transfers are not shown.
Safe transfers to external numbers are not supported in Analytics.
Wrap-up time is not fully supported across all legs of transferred calls.
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!