There are several ways by which we can customize reports through the CloudTalk Dashboard. In addition to filtering statistics for inbound, outbound, and missed calls, we can download generated agent stats and call logs.

Filter Statistics

Call History

By default, the Dashboard will start from the Call history tab, where we can gather a wholistic view of stats concerning all calls which took place within the specified period displayed in the top right corner of the page. Under the date and time filter are additional filters. We can filter by call rating, call tag, group, agent, or number. Chosen filters will affect the data shown on the graph, Call history logs, and the stats totals: Total Calls, Missed Calls, Avg. Call Duration, and Avg. Waiting Time. Call history logs can be downloaded in xlsx file format.

Inbound

The Inbound tab shows only data for inbound calls. This data can be further specified with the same additional filters offered by the Call History tab. Stats totals will display Total Calls, Calls Duration, Avg. Call Duration, Max. Call Duration, Missed Inbound Calls, Voicemails Calls, Abandon Rate, Avg. Waiting Time, Max. Waiting Time, and Avg. Abandonment Time. Call history logs for inbound calls can be searched through by phone number.

Outbound

The Outbound tab shows only data for outbound calls. This data can be further specified with the same additional filters offered by the Call History tab. Stats totals will calculate Total Calls, Calls Duration, Avg. Call Duration, Max. Call Duration, Missed Inbound Calls, Voicemails Calls, Abandon Rate, Avg. Waiting Time, Max. Waiting Time, and Avg. Abandonment Time. Call history logs for inbound calls can be searched through by phone number.

Missed Calls

The Missed calls page can be found by clicking the blue text (More) beside Missed Inbound Calls statistic tallies, from either the Inbound or Call history tabs. This aptly named page shows only data for missed calls. Data can be further filtered by status, call tag, group, or number. Stats totals for missed calls will display Total Inbound Calls, Missed Inbound Calls, Voicemails Calls, Abandon Rate, Avg. Abandonment Time, and Max. Abandon Time. The Call history logs appear at the bottom of the page.

Agents

The Agents tab can display a chart filtered for Activity or Calls by agent. Data can be further filtered by call rating, call tag, group, agent (again), or number. Stats totals for agents calculate the Total Calls, Avg. Call Duration, Inbound Calls, and Outbound Calls. Statistics of Agents logs are available for download at the bottom of the page.

Download Logs and Statistics

Call History Logs

Scroll toward the bottom of the page from the Call history tab to access Call history logs. Clicking the blue Download button will download a copy of all logs within the selected filters, from within the time period set in the top right corner. Files download as an xlsx format, which can be opened with Microsoft Excel, Apple Numbers, and OpenOffice Calc. Once downloaded, logs tally additional fields beyond what is shown on the Dashboard, such as Ringing time and Talking time, Call category, Call type, and more.

Statistics of Agents

From the Agents tab, agent statistic logs can be downloaded by clicking the blue Download button under the chart display. Logs will show Inbound and Outbound calls by agent within the time period selected in the top right corner of the page, with accordance to any group, agent, or number filters set. As with Call history logs, agent files will download as an xlsx format, accessible via Microsoft Excel, Apple Numbers, and OpenOffice Calc. Downloaded agent logs tally additional fields such as Ringing time, Talking time, Idle time, and more.


Related Links

How to use Statistics

How are Missed Calls Stats Calculated?

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