> ## 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.

# AI Analytics Report

> The AI Analytics report compliments our Conversation Intelligence suite, providing you data insights.

> [!NOTE]
>
> Learn how to navigate our AI Report from your Analytics dashboard.

#### User Level:

* Admin

* Analyst

* Supervisor

***

## AI Insights

If [Conversation Intelligence](/en/articles/9128167-conversation-intelligence.md) is included in your plan, you’ll see the AI Analytics tab in your Analytics dashboard. This report provides access to all Conversation Intelligence data collected from calls with AI features enabled.

![](https://mintcdn.com/cloudtalk/xe2f6HmqhdjOgyCe/images/help-center/articles/9358615/1661d09345c4-screenshot-2025-01-14-at-11-38-03.png?fit=max\&auto=format\&n=xe2f6HmqhdjOgyCe\&q=85\&s=b897c3ff5764273dea9d4c0bc3d0bcb1)

### Filters

Filters are set at the top of the report, along with the date and time range of data you want to see. The filters you select will show along the top of the page and can be cleared to update the data shown below. Available filters include:

* **Call direction**

  * Inbound Only

  * Outbound Only

  * Inbound & Outbound

* **Tags**

  * *select from specific tags used by your company*

* **Topic**

  * *select from topics generated via topic extraction*

* **Sentiment**

  * Positive

  * Negative

  * Neutral

* **Call Score**

  * *You can also filter results by **Call Scoring** to analyze performance by specific score ranges. [Learn more about Call Scoring](/en/articles/12353357-call-scoring.md).*

* **Talking ratio**

  * *Move the slider to filter for a certain ratio of agent talking vs. agent listening*

* **Agent**

  * *Select one, multiple, or all agents*

* **Voice Agent**

  * ***Voice Agent*** *filters help you focus on AI-handled calls and analyze their outcomes in detail. [Learn more about Voice Agents](/en/articles/11053795-getting-started-with-voiceagents.md).*

* **Department**

  * *Choose one or more options to filter calls assigned to a specific use case. With the Department filter, you can split analytics between* ***Sales*** *and **Support** calls. This allows you to compare performance and insights across different teams, since the goals and success metrics of sales conversations differ from those of support interactions. For example, sales teams may focus on talk/listen ratios and conversion-related topics, while support teams benefit more from sentiment analysis and resolution efficiency.*

![](https://mintcdn.com/cloudtalk/xe2f6HmqhdjOgyCe/images/help-center/articles/9358615/e766ec10eeab-screenshot-2025-10-22-at-15-37-12.png?fit=max\&auto=format\&n=xe2f6HmqhdjOgyCe\&q=85\&s=f1be2a972d2e37b70c95b5ae18260a76)

### Statistics

The stat cards for this report are focused on Conversational Intelligence features. Selecting a stat card will cause the data below to refresh, and the general call log table will be replaced with a breakdown section focused on data related to the selected card.

| **Card** | **Purpose** |
| - | - |
| **Talk/Listen Ratio** | Show the averaged talk/listen ratio for the agent or agents included in this dataset. |
| **Sentiment** | Show the averaged percentage breakdown of positive, neutral, and negative conversation segments included in this dataset. |
| **Overall Topics** | Tally the total number of topics identified in calls which are included in this dataset. |
| **Top Topics** | List the 5 most common topics identified in calls included in this dataset, ordered by mention frequency. Include the percentage of times mentioned. |
| **[Trending Topics](/en/articles/9875523-trending-topics.md)** | Show the top five topics which are rising to popularity within the current 24 hour period. |

### Call Log Table (General)

By default, the AI Analytics report shows a call log table that includes all data from within the selected time range. In addition to call data and details, you will be able to play and download recordings here. This table will be replaced by a specific breakdown section if you select one of the stat cards above.

Select the triple dots icon for a given call in the log to view **Call Details**. In **Call Details**, you can see the breakdown of the call recording, call steps, sentiment analysis, topic extraction, the [AI generated summary](/en/articles/9155454-notes-tagging.md), and more. The report also includes insights from **Call Scoring** and **Voice Agent** interactions, helping you analyze both human and AI-assisted call performance in one place.

#### Transcript Search

The transcript search feature is an exact match search that can be used to find words or phrases transcribed from calls. Realtime filtering is used to display the relevant call logs with a transcript preview that has the matching phrases highlighted. From there, you can show all results for a comprehensive analysis, or select one of the calls in order to redirect to **Call Detail** for deeper investigation.

![](https://mintcdn.com/cloudtalk/xe2f6HmqhdjOgyCe/images/help-center/articles/9358615/ddf21426d15a-screenshot-2025-01-14-at-11-44-55.png?fit=max\&auto=format\&n=xe2f6HmqhdjOgyCe\&q=85\&s=f4b199e42fa075162d242662b990db48)

With the transcript search function, it is easy to:

* Find specific dialogue quickly.

* Review agent compliance with call scripts.

* Investigate trending issues.

Start typing into the search box above the call log table within the AI Analytics report to filter for key words or phrases in transcribed calls.

### Breakdown Sections

Selecting a stat card will filter the data to show a breakdown section for that card, which includes a graph and filtered call table data. Selecting a point on a graph or accompanying table will further specify any data which falls below it.

![](https://mintcdn.com/cloudtalk/xe2f6HmqhdjOgyCe/images/help-center/articles/9358615/954ea138ba1a-topic-only.png?fit=max\&auto=format\&n=xe2f6HmqhdjOgyCe\&q=85\&s=9c1eed65fb3b51b9121ad3a7a5e9890d)

#### Talk/Listen Ratio

The graph here will show fluctuations of your agents' [talk/listen ratios](/en/articles/9214999-talk-listen-ratio.md) over time. You can select the **By Agent** tab and choose an agent in the left table to focus on data for that agent. The call log table below will dynamically reflect this data.

![](https://mintcdn.com/cloudtalk/xe2f6HmqhdjOgyCe/images/help-center/articles/9358615/290f037ba928-screenshot-2025-02-12-at-15-19-31.png?fit=max\&auto=format\&n=xe2f6HmqhdjOgyCe\&q=85\&s=56fd0c94a8948112b0a9f57c4a5ea77e)

![](https://mintcdn.com/cloudtalk/xe2f6HmqhdjOgyCe/images/help-center/articles/9358615/5b644f073088-screenshot-2025-02-12-at-15-19-53.png?fit=max\&auto=format\&n=xe2f6HmqhdjOgyCe\&q=85\&s=099bb1223d6002d83df412c5a3848d7c)

#### Sentiment

In the **Over time** tab of the graph, you can view sentiment shifts of your agents over time. Select **By topic** to see percentage breakdowns of positive, negative, and neutral sentiments for a given topic. Or, select **By agent** to focus on [sentiment data](/en/articles/9214658-sentiment-analysis.md) for a given agent.

![](https://mintcdn.com/cloudtalk/xe2f6HmqhdjOgyCe/images/help-center/articles/9358615/bb8b52b32884-screenshot-2024-05-21-at-22-44-45.png?fit=max\&auto=format\&n=xe2f6HmqhdjOgyCe\&q=85\&s=3cec5e5827281640f5cbfe2a2304ce50)

#### Topics Cards

Selecting the **Overall Topics** or **Top Topics** cards will show a breakdown of [topics mentioned](/en/articles/9220291-topics-extraction.md) over time. Select one of the listed topics from the **Mentions in call** table to focus on data for that particular topic.

![](https://mintcdn.com/cloudtalk/xe2f6HmqhdjOgyCe/images/help-center/articles/9358615/b42ddd0f81e1-screenshot-2024-05-21-at-22-45-09.png?fit=max\&auto=format\&n=xe2f6HmqhdjOgyCe\&q=85\&s=8f163779bfdf20288b5de305f7d61bcb)

***

*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

- [Trending Topics](/en/articles/9875523-trending-topics.md)
- [CloudTalk Analytics guide](/en/articles/10559102-cloudtalk-analytics-guide.md)
- [Introducing the New and Improved Dashboard](/en/articles/10516696-introducing-the-new-and-improved-dashboard.md)


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