Introduction to CloudTalk Analytics

User level: Admin

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Analytics Overview

CloudTalk Analytics provides performance-focused reports across key areas such as agents, groups, call activity, and messages, helping you better understand how your teams and communication channels are performing. The Analytics system is designed to be intuitive and flexible, allowing you to customize reports based on your needs. You can easily filter, search, and analyze data at different levels of detail to gain meaningful insights.

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Logging In

You can open CloudTalk Analytics directly from your CloudTalk dashboard or by visiting analytics.cloudtalk.io. To log in, you’ll need your CloudTalk email address and password. Alternatively, you can sign in using Google Sign-In or SSO, if your company has either option enabled.

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Analytics Features

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Top-down Style Reporting

CloudTalk Analytics follows a top-down reporting approach, where data becomes more detailed as you move down the page. Reports start with a high-level overview and gradually narrow into more specific insights. At the top of the Analytics page, you can choose from the following report types:

• Group report
• Agent report
• Call log
• Messages report
• Real Time
• Tags
• AI Analytics

Selecting a report type defines the analytical focus of the report. Each report includes its own set of metrics and calculations, with some overlap where relevant, allowing you to analyze performance from different perspectives.

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Customized Reports

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Group report

This report provides a high-level view of group activity. You can filter data by metrics such as total calls, handle time, and more, and compare performance across members within the same group.

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Agent report

Use the Agent Report to analyze individual agent performance over time. This includes tracking productivity, reviewing average talk times, and examining specific calls made to particular numbers.

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Call Log

The Call Log is best for reviewing detailed call data across your account. You can view all calls, filter by inbound or outbound activity, search for a specific call ID, or analyze calls made during specific time periods regardless of agent or group.

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Messages Report

Track the volume and cost of SMS and MMS messages, and monitor how many messages are sent and received over time.

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Real Time

The Real-Time dashboard shows live metrics for inbound and outbound calls, queues, and agent performance, enabling managers to monitor operations and make informed decisions in real time.

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Tags

Tags allow you to filter call data based on specific call types, such as “Interested” or “Follow-up”. They also help surface trends and identify opportunities to improve customer experience.

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AI Analytics

AI Analytics automatically delivers insights from your calls, including sentiment analysis, talk/listen ratios, and trending topics, helping you understand conversations at scale without manual effort.

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Filter Your Results

After selecting the report you want to view, you can apply filters to refine the data and narrow down your results. To add filters, click + Add filter. Once selected, filters are applied instantly and update the report in real time.

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Which filter is right for you?

The table below outlines the filters available for each report and explains what each filter does. Use the icons in the left column to see which reports support each filter, and refer to the right column for a description of each filter’s function. If you’re running a quick or broad search, keep in mind that some filters are mandatory. Mandatory filters by report type: Group report - Group name + Date period Agent report - Agent name + Date period Call log - Date period Messages report - Date period Real Time - Date period Tags - Date period AI Analytics - Date period When filters are applied, you can click on them to view the active search criteria. Some filters, such as Contact name, can be expanded to show the exact values used in the search. You can remove a filter by clicking the X, edit filter values using the pencil icon, or clear all filters at once by selecting Reset on the right side of the screen.

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Stat Cards

Once your filters are applied, a set of Stat Cards appears at the top of the report. These cards display key metrics based on the selected report and applied filters. All Stat Card values are cumulative for the selected date range and include all relevant data within that period. Some Stat Cards also use predefined thresholds. For example, Short Calls uses a 30-second threshold, meaning calls shorter than 30 seconds are counted as short calls. As Analytics continues to evolve, additional Stat Cards and customizable threshold options may become available. The View button lets you switch between the default compact layout and a full view that displays all available Stat Cards on a single screen. If you’re trying to find a Stat Card that appears later in the list (for example, card 11 or 12), you can use the arrow controls to scroll through the cards more quickly. Edit Mode allows you to fully customize which Stat Cards are visible and how they’re arranged. In Edit Mode, you can drag and drop Stat Cards to rearrange them based on your preferences. This makes it easy to prioritize the metrics that matter most to you. With the exception of the card that’s currently selected or highlighted (for example, Total calls in the screenshot above), you can hide any Stat Card by clicking the red X icon in the top-right corner of the card. Hidden cards continue to calculate statistics in the background and can be restored at any time by returning to Edit Mode and clicking the green + icon that replaces the red X.

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Missing cards?

In each report, some Stat Cards or calculations may be hidden by default or not applicable. For example, the Messages report focuses on tracking messages sent and received, along with their associated costs. As a result, it does not include Stat Cards for metrics such as Handle time or After-call work time.

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Control what information you want to see

Almost every element on the Analytics page is interactive and can change the data being displayed. You can use this functionality to explore more detailed information about specific metrics, reorder data, or drill down into individual calls and time periods. In the example below, the goal is to compare the average handle time with the previous month on a day-by-day basis. After selecting the Group report and setting the Date period to Last month, clicking Apply displays the relevant data. Next, selecting the Avg. handle time Stat Card and choosing Day on the right-hand side of the screen refines the view. As a result, the chart now shows the average handle time for each day in December, compared to the corresponding days in November. Note: You can also disable the previous period comparison entirely by clicking Previous period below the chart. In this second example, the goal is to view weekly call volume. Once again, the Group report is selected and filtered by Last month, followed by clicking Apply. After selecting the Total calls Stat Card and choosing Week on the right-hand side of the screen, the report updates to show the total number of calls for each week in December, compared to the corresponding weeks in November. Note: Values such as 2024-48 and 2024-49 represent the week number within the given year. This example also demonstrates how you can click on individual data points in the graph to view precise values. This is especially useful when analyzing large volumes of calls or detailed statistics. In the example below, the Call Log report is filtered to find calls made during a specific hour of the day. To do this, select the Call Log report, set the date filter to Last 7 days, and then choose Hour on the right-hand side of the screen. Clicking on a specific data point in the graph updates the call log table below, allowing you to further narrow the results. This makes it possible to drill down into calls handled by specific agents at specific times. Note: You can also click on column headers to apply additional filters. For example, in the image above, the data is initially filtered by Total calls. After expanding All Agents, the calls are further filtered by Date, as indicated by the arrow shown next to the Total calls and Date column headers.

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Call Steps

Another useful feature in Analytics is the ability to track a call as it moves through your CloudTalk phone system. Any inbound call (indicated by an arrow pointing to the left), whether answered or missed, leaves a trace as it progresses through your setup. By clicking the three-dot icon next to a call in the Call Log, you can view the route taken by that specific call. Select Call steps to display the call flow. In the example below from our test environment, the caller was routed through an IVR, waited in a queue, and was ultimately missed by the agents. Note: to quickly determine what an arrow’s color or direction means in a list of calls, you can hover your mouse on the arrow as shown below:

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Analytics User Roles

Access to data in Analytics depends on a user’s role. The level of permissions assigned to each role determines which reports and statistics are visible. The access levels are as follows:

1. Admin → can see all reports.
2. Supervisor → can see reports for agents/groups managed. The logic here is that if the supervisor manages a group, they are treated as though they manage all agents within that group as well.
3. Analyst → can see all reports.
4. Agent → can see only their personal reports and performance information.

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Export Data

CloudTalk Analytics includes two export options: CSV and PDF. These options are available in the top-right corner of the screen and can be used after running a search by clicking Apply. When exporting data as a CSV file, the system automatically sends an email containing the CSV to the email address associated with the user’s account. Once the export is successfully triggered, a confirmation message appears at the bottom of the screen, as shown below. Exporting data as a PDF triggers a download after a short delay. The PDF captures the Analytics screen exactly as it appears at the time of export, making it useful for sharing visual snapshots of data or saving reports for reference.

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FAQs

• Which calls appear in Analytics?
  Analytics includes calls made or received through CloudTalk, using the CloudTalk apps, the dialpad, or a CloudTalk click-to-call action. Calls placed through another phone system, or through a CRM’s own built-in dialer, aren’t processed by CloudTalk and won’t appear in Analytics or the Call Log, even if the contact exists in CloudTalk. If you placed a call through CloudTalk and it’s still missing, check status.cloudtalk.io and contact Support.

• Why don’t my calls appear right away?
  Analytics is updated in near real time, but there’s a short processing window after a call ends before it shows up in your reports and Call Log. This usually takes just a few minutes. AI transcriptions and summaries are generated after the call record is saved, so they may appear a little later. During periods of high call volume, or a platform incident, this can take longer. The data isn’t lost. If you notice an unusual delay, check status.cloudtalk.io first, and contact Support if calls are still missing after a few hours.

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