> ## 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. # Real Time Report > The Real Time report within Analytics provides a comprehensive view of active and queued calls happening in real time. > [!NOTE] > > Learn how to navigate our Analytics Real Time report. #### User Level: * Admin * Analyst * Supervisor * Authorized Agent *** ## Analysis in Real Time The goal of the **Real Time report** is to provide an overview of agent and group activity as it occurs. Filter options are limited in this report type, since the report is designed to focus on data within the time scope of: * Today * This hour * Last hour * Last 6 hours [Users authorized](https://help.cloudtalk.io/en/articles/9319155-access-settings-for-call-data.md) to oversee multiple groups can also filter for the groups they want to see data for. > [!NOTE] > > **Filter behavior** > > In Real-Time reports, filters are applied together: a result will only appear if **all selected conditions** are true. > > For example, if you select **Group A** and **Agent X**, the tables will only show calls where **Agent X** belongs to **Group A**. If the agent is not in that group, no results will appear. > > For more details and examples, see [Analytics Reports – How filters are applied](https://help.cloudtalk.io/en/articles/6241287-analytics-reports.md#:~:text=How%20filters%20are%20applied). ### Stat Cards Stat cards are not clickable within this report type. Statistics only apply for calls actively in progress or in queue within the limited time scope.
**Card Name** **What it is**
**Total calls** A tally of all incoming or outgoing calls within time range
**Waiting queue** The number of inbound callers currently waiting to be answered
**Answered calls (inbound)** A tally of inbound calls answered by an agent, which took place within the time range
**Missed calls (inbound)** A tally of inbound [calls that were missed](https://help.cloudtalk.io/en/articles/6737082-missed-calls-in-analytics.md) for any reason within the time range
**Outbound calls answered** A tally of outbound calls answered by the called contact or lead, which took place within the time range
**Inbound calls** The sum of **Answered calls (inbound)** and **Missed calls (inbound)** for the given time range
**Avg. waiting time** A time to represent the average time an inbound caller would have spent waiting in the queue to be answered or transferred *(Total Waiting time of all calls ÷ number of inbound calls in the selected time range)*
**Max. waiting time** The maximum time an inbound caller spent waiting in the queue to be answered or transferred
**Agents online** Number of agents currently with an `Online` status
**Service level** The percentage of calls answered within the target time threshold.
**Abandon Rate** The percentage of callers who hang up or disconnect before reaching an agent or receiving service.
**Total Abandoned Calls** The total number of calls that were abandoned before being answered.
> [!NOTE] > > **Avg.** and **Max. waiting time** cards include calls that were abandoned. The time shown does not include time spent in IVR. > > The **Agents online** card counts any agent with an **Online** status. **On Call** statuses (for when the agent is actively in a call) and **Idle** statuses are NOT counted. ### Agent Status The **Agent Status** table is where you can see available agents, agent status types, status names or custom inputs for **Idle** statuses, and the time since a status was changed. Agents given access to the **Real Time report** can use this table to check the availability of other team members before changing their own status. Supervisors also benefit from gaining an overview of team capacity and agent productivity throughout the workday. ![](https://mintcdn.com/cloudtalk/xe2f6HmqhdjOgyCe/images/help-center/articles/9324083/be4fe33f1141-screenshot-2025-01-14-at-10-38-55.png?fit=max\&auto=format\&n=xe2f6HmqhdjOgyCe\&q=85\&s=e40f6f5b696229cc9f93bb8a71df84f8) For **Idle** statuses, the status name appears in a blurb within the **Status Type** column. Both custom entries and default selections will be displayed. ![](https://mintcdn.com/cloudtalk/xe2f6HmqhdjOgyCe/images/help-center/articles/9324083/a9917acaa3bf-screenshot-2025-02-12-at-10-20-48.png?fit=max\&auto=format\&n=xe2f6HmqhdjOgyCe\&q=85\&s=33970015facbb7f7f80eb2cdb2489419) By selecting a column header, you can sort this table in ascending or descending order by: * **Agent** name (alphabetical) * **Groups** * **Status Type** availability - `Online` statuses float to the top, `Offline` float to the bottom * **Time in status** * **Last Call Time** * **Number of Calls** ### Group Status The **Group Report** provides a real-time overview of group-level performance, allowing supervisors to assess team productivity at a glance. This report includes: The **Group Report** is essential for tracking call center performance at the team level. It helps supervisors quickly identify underperforming groups, monitor call flow, and optimize staffing to improve efficiency. ![](https://mintcdn.com/cloudtalk/xe2f6HmqhdjOgyCe/images/help-center/articles/9324083/19e3312af44c-screenshot-2025-02-12-at-11-35-23.png?fit=max\&auto=format\&n=xe2f6HmqhdjOgyCe\&q=85\&s=ae76846823a664d822e0e64b100292f9) ### Active Calls Select **Active Calls** in the table header to switch to this table view**. Active Calls** displays the call queue as it happens in real time. For both outbound and inbound calls, you can see: * **Caller Name** - This is the contact. This may be the caller (inbound calls) or callee (outbound). * **Group** - This shows the group when the call is answered or made via a group. * **Agent** * **Duration** - This includes ringing time for outbound calls and waiting time for inbound calls, in addition to talk time. * **Talk Time** ![](https://mintcdn.com/cloudtalk/xe2f6HmqhdjOgyCe/images/help-center/articles/9324083/c7b09b428af1-screenshot-2025-02-12-at-10-34-07.png?fit=max\&auto=format\&n=xe2f6HmqhdjOgyCe\&q=85\&s=64937bb05c70d2ca1c7e1d0fc301da0d) ### Calls in Queue Select **Calls in Queue** in the table header to switch to this table view**. Calls in Queue** shows inbound calls currently waiting to be answered. As soon as a call is answered, it will move out of this table and into the **Active Calls** table. You will be able to see the same call data as in the **Active Calls** table, with the exception that **Time In Queue** replaces the **Talk Time** column. **Time in Queue** tracks time from the moment the call is made until the moment it starts ringing. The value seen here changes to `Ringing` when the call has reached the front of a queue and is ringing on the group or agent. ![](https://mintcdn.com/cloudtalk/xe2f6HmqhdjOgyCe/images/help-center/articles/9324083/739ccb07a773-call-in-queue-marcy-v.png?fit=max\&auto=format\&n=xe2f6HmqhdjOgyCe\&q=85\&s=b4decbf8d24b0e0b486e55d7390d4cbd) ### How Real-Time Is It? **Update Frequency** * **Stat cards** are updated automatically every **15 seconds**. * **Tables** (such as Agent Status, Active Calls, Calls in Queue) are updated **instantly**, though there may occasionally be a delay of a few seconds. * If users **manually refresh** the page, they will see real-time data immediately. *** *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 - [Introducing the New and Improved Dashboard](https://help.cloudtalk.io/en/articles/10516696-introducing-the-new-and-improved-dashboard.md) - [CloudTalk Analytics guide](https://help.cloudtalk.io/en/articles/10559102-cloudtalk-analytics-guide.md) - [Access Settings for Call Data](https://help.cloudtalk.io/en/articles/9319155-access-settings-for-call-data.md) This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.