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.

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.

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:

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.

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.

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.

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.

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

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.

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.

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.

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.

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.

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.

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.

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:

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:

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.

Have more questions about analytics or another topic? Contact our Support team. We're always happy to help!