Track agent productivity with ease using our Analytics.
User Level:
Admin
Understanding agent performance is essential for improving efficiency and delivering excellent customer service. With the Analytics tools available, you can easily analyze agent activity based on your desired success metrics.
Agent Statistics
You can view a chart representing the call logs for a single agent or select multiple agents in the filter to view their call statistics all at once.
Go to Analytics and choose Agent report on the top sidebar.
From the filter options on the top of the page, click Select agent. Search for or select the name of the agent whose stats you want to view.
To display the statistics for all agents, simply click the Select All options in the Agent filter.
Choose call direction (Inbound, outbound, or both) and adjust the time parameters in the top right corner of the page. Please note that Analytics displays data only from the past 12 months.
Note on filters: When applying multiple filters (e.g., Agent + Group + Call Direction), results will only appear if all selected conditions are true.
For more details and examples, see Analytics Reports – How filters are applied.
After applying your search criteria, you’ll see the data displayed in stat cards and a graph. You can learn more about them in our article here. Clicking on a stat card will show a detailed breakdown of the information below.
5. Scroll down to the bottom of the page to view the Total calls summary. You can compare the number of Total calls made, Avg, handle time, Avg. talking time, Avg. Call Duration, and outbound Short calls.
6. Logs can be saved as a file in CSV or PDF format by clicking the Export button.
CloudTalk now provides two types of exports for agent reports:
1. Call Logs Export (CSV)
Exports a list of all calls made by agents.
Includes detailed call records for tracking purposes.
2. Agent Activity Report Export (CSV Summary)
Exports a comprehensive report containing agent performance data.
Provides insights into agent productivity beyond just call logs.
These reports help track agent activity, measure efficiency, and analyze trends over time.
Idle Breakdown in Agent Report
At the bottom of the Agent report, the Agent statuses widget includes an Idle breakdown tab.
This view provides deeper insight into how agents spend their Idle time by separating it into individual Idle sub-statuses, such as Break, Lunch, Meeting, Training, and Custom statuses. For each sub-status, the report shows both time and percentage of the agent’s total Idle time for the selected period.
By switching from Overview to Idle breakdown, you can see how each agent’s Idle time is distributed across these sub-statuses. This helps identify patterns in availability, breaks, and non-calling activities, and gives managers better context when evaluating agent productivity and workload.
You can also expand an agent’s row to review detailed Idle status changes over time, including when the agent entered Idle, switched between Idle sub-statuses, and returned to an active status.
Have more questions? Reach out to our Support team. We're always happy to help!