This guide walks you through the Group Report, which helps Admins and Supervisors evaluate team performance across multiple groups. You’ll learn how to track call volumes, handling times, missed calls, and other key metrics to understand how your teams are performing and where improvements may be needed.
User level: Admins, Agents, Supervisors
Accessing the Group Report Dashboard
In your CloudTalk Dashboard, go to the left menu and click Analytics.
From the list of available reports, select Group Report.
The Group Report dashboard is divided into three main areas:
Metrics (stat cards) – headline KPIs for the selected filters.
Visualizations (graphs) – trends over time.
Tables – detailed breakdown by group and agent.
Filters
Filters let you narrow the scope of your report so you’re only looking at the calls that matter. By default, the Group Report shows all groups, all call directions, and the last 7 days of data.
You can adjust the following:
Group – Focus on one or more teams you want to analyze.
Call direction – Filter by Inbound, Outbound, or show Both.
Time period – Choose from Last 7 days, Last Month, Weekly, or set a Custom Range.
Additional filters let you get even more specific:
Contact name – Drill down into calls with a particular contact.
Tags – Filter calls by categories you’ve applied (e.g., Sales, Support).
Countries – See calls from or to specific countries.
Call rating – Review calls based on customer feedback scores.
External number – Focus on calls made or received from outside your company.
Internal number – Look at internal team calls only.
Tip: Filters can be combined. For example, you might check “Outbound” calls from your Sales team in the last month to see how prospecting campaigns performed.
Understanding Group Report Metrics
At the top of the Group Report, you’ll see stat cards showing headline metrics (KPIs) for the filters you’ve applied. These give you a quick snapshot of how your teams are performing.
Metric | Description |
Total calls | Total number of inbound + outbound calls for the selected filters. |
Short outbound calls | Outbound calls below the defined “short call” threshold. |
Answered inbound calls | Number of inbound calls successfully answered by agents. |
Missed inbound calls | Number of inbound calls missed (not answered by agents). |
Average handle time | Average time an agent spends on a call, including after-call work. |
Average talk time | Average time an agent is actively talking during calls. |
Outbound success rate | % of outbound calls that were successfully connected. |
Agent distribution | Breakdown of total calls handled per agent. |
Understanding Visualizations
Just below the stat cards, you’ll find interactive graphs that show how your team’s call activity changes over time. These visualizations make it easy to spot patterns and trends at a glance.
What you can do with graphs:
Compare trends – See how call volumes or success rates evolve day by day, week by week, or month by month.
Identify seasonality – Spot recurring peaks (e.g. Monday mornings) or dips (e.g. holiday periods).
Measure impact – Track whether new workflows, staffing changes, or campaigns affect call performance.
Hover for details – Move your cursor over a data point to see the exact value.
Understanding Tables
The lower part of the Group Report shows a detailed breakdown of call activity at the agent level.
Agent view – Each row displays total calls, average handle time, average talking time, and short calls for an agent.
Expanded view – Clicking on an agent opens their call log, where you can review each call with details such as contact, number, date, talk time, wrap-up time, answer time, and call status.
Filtering by group – If you want to see results for a specific team, apply the Group filter at the top of the report. The table will then only display agents belonging to that group.
Exporting Reports
You can export Group Report data in two formats:
CSV – Downloaded instantly. Provides raw call data for spreadsheet analysis.
PDF – A formatted report sent directly to your email. Useful for sharing with management.
Have more questions? Reach out to our Support team. We're always happy to help!