> ## Documentation Index > Fetch the complete documentation index at: https://help.cloudtalk.io/llms.txt > Use this file to discover all available pages before exploring further. # Group Report > Enhance your team's efficiency by utilizing the Group Report feature in Analytics. > [!NOTE] > > This guide walks you through the Group Report, which helps Admins and Supervisors evaluate team performance across multiple groups. **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**. ![](https://mintcdn.com/cloudtalk/0LuB-WYxwheF-8cl/images/help-center/articles/10701550/9166de1222a9-screenshot-2026-03-12-at-15-46-14.png?fit=max\&auto=format\&n=0LuB-WYxwheF-8cl\&q=85\&s=e9b48912805dbc63df2caff495e1e1ea) 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. Keep in mind that Analytics displays only data from the last 12 months. 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. > [!WARNING] > > **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. ![](https://mintcdn.com/cloudtalk/0LuB-WYxwheF-8cl/images/help-center/articles/10701550/bb2a12722aef-screenshot-2025-03-04-at-10-17-58.png?fit=max\&auto=format\&n=0LuB-WYxwheF-8cl\&q=85\&s=7ccdf7fed90f1b891a4a7b0d77923d8f) Filters in this report follow the same logic as described in [Analytics Reports – How filters are applied](https://help.cloudtalk.io/en/articles/6241287-analytics-reports.md#:~:text=How%20filters%20are%20applied). All selected filter conditions must be true for data to appear. ## Understanding Group Report Metrics > [!WARNING] > > **Note:** The Group Report counts only calls attributed to a group, which is not the same as every call its agents handled. Because of how inbound and outbound calls are attributed (see **Total Calls** below), group totals can differ from the Agent Report, even with identical filters. At the top of the Group Report, you’ll see **stat cards** showing headline metrics (KPIs) for the filters you’ve applied. Clicking a stat card filters the report to display data related to that metric and updates both the graph and the table below. These give you a quick snapshot of how your teams are performing. | **Metric** | **Description** | | - | - | | **Avg. Handle Time** | Average time spent handling calls, including talk time, hold time, and wrap-up time. | | **Total Calls** | Total calls attributed to the group. Inbound calls are counted only when routed to the group through a **Call to group** step. Outbound calls are counted for every group the calling agent belongs to. Because of this, group totals will not always match the totals in the Agent Report. | | **Anonymous Calls** | Calls where the caller ID was hidden or unavailable. | | **Total Talking Time** | Total cumulative time spent speaking during calls within the selected period. | | **Avg. Talking Time** | Average time agents in the group spent talking during calls. | | **Short Calls (Outbound)** | Outbound calls that lasted **30 seconds or less**. | | **Answered Calls (Inbound)** | Inbound calls that were successfully answered by agents in the group. | | **[Missed Calls (Inbound)](https://help.cloudtalk.io/en/articles/6241287-analytics-reports.md#:~:text=Missed%20Calls%20Breakdown)** | Inbound calls not answered by any agent in the routing path. Calls outside business hours are excluded. | | **Avg. Wrap-up Time** | Average time agents spend completing wrap-up tasks after calls. | | **Outbound Call Success Rate** | Percentage of outbound calls that resulted in a successful connection. | | **Avg. Answer Time (Inbound)** | Average time taken for agents in the group to answer inbound calls after they start ringing. | | **Outbound Call Attempts** | Total number of outbound calls dialed by the group, regardless of connection success. | | **Outbound Calls Answered** | Outbound calls from the group that successfully connected to the recipient. | | **Messages Sent** | Total SMS messages sent by the group during the selected period. | | **Agent Statuses** | Displays the distribution of agent statuses (for example, available, busy, or offline). | | **Avg. Waiting Time** | Average time callers waited before the call was answered or ended. | | **Max. Waiting Time** | The longest waiting time recorded for calls in the selected period. | | **Resolved Missed Calls (Inbound)** | Missed inbound calls that were later followed up and resolved by the group. | | **Unresolved Missed Calls (Inbound)** | Missed inbound calls that remain unresolved. | ![](https://mintcdn.com/cloudtalk/0LuB-WYxwheF-8cl/images/help-center/articles/10701550/b2f2945137ab-screenshot-2026-03-12-at-15-50-50.png?fit=max\&auto=format\&n=0LuB-WYxwheF-8cl\&q=85\&s=d59ad6fdbdb1b280211e74d448cb8f67) ## Missed Calls Breakdown Clicking the **Missed calls (inbound)** stat card opens a breakdown showing why inbound calls were missed for the selected group. Each category displays both the **number and percentage of calls** that fall into that reason. In the **Group Report**, missed calls are categorized based on **group-level agent availability and call outcomes**, such as: * **No answer by available agents**\ At least one agent was available, but the call was not picked up. * **All agents offline**\ No agents in the group were online when the call was routed. * **All agents busy**\ Agents were already handling other calls or completing wrap-up tasks * **Caller canceled the call**\ The caller ended the call before it was answered. ![](https://mintcdn.com/cloudtalk/0LuB-WYxwheF-8cl/images/help-center/articles/10701550/51f9328653d0-screenshot-2026-03-12-at-16-23-06.png?fit=max\&auto=format\&n=0LuB-WYxwheF-8cl\&q=85\&s=cba3dc91bfb751897dd46f3e1e62a191) Selecting a reason filters the report to show only calls that match that category. The **call table and visualizations update automatically** to reflect the selected filter. ## 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. ![](https://mintcdn.com/cloudtalk/0LuB-WYxwheF-8cl/images/help-center/articles/10701550/73660029cce5-screenshot-2025-03-04-at-10-23-17.png?fit=max\&auto=format\&n=0LuB-WYxwheF-8cl\&q=85\&s=0112e878b3663825aacc38d5b08cbe06) ## Understanding Tables The lower part of the Group Report shows a detailed breakdown of call activity at the agent level. The table updates dynamically when you click a stat card. * **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. ![](https://mintcdn.com/cloudtalk/0LuB-WYxwheF-8cl/images/help-center/articles/10701550/cfd9b4445d8a-screenshot-2025-08-20-at-09-57-57.png?fit=max\&auto=format\&n=0LuB-WYxwheF-8cl\&q=85\&s=51a016a0b7c1703934960e94e8db8387) ## 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. ![](https://mintcdn.com/cloudtalk/0LuB-WYxwheF-8cl/images/help-center/articles/10701550/65780fffb3ed-screenshot-2025-03-04-at-10-19-11.png?fit=max\&auto=format\&n=0LuB-WYxwheF-8cl\&q=85\&s=c091d5a16cf677c5f30c0b1507bdea63) *** *Need help or have a question?* Just reach out through our [Support portal](https://support.cloudtalk.io/hc/en-us/requests/new?ticket_form_id=26305535257884) — we’re here for you. ## Related topics - [Introduction to CloudTalk Analytics](https://help.cloudtalk.io/en/articles/6655462-introduction-to-cloudtalk-analytics.md) - [Analytics Reports](https://help.cloudtalk.io/en/articles/6241287-analytics-reports.md) - [Real Time Report](https://help.cloudtalk.io/en/articles/9324083-real-time-report.md) This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.