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Track Agent Performance
With Ease
Stay on top of your agents’ activities with simple, easy-to-read reports. Spot trends, boost productivity, and make smart decisions to improve your customer experience.

We’ve helped thousands of global companies
Case studies featuring customers who are building faster.
Intelligent Reporting
Make The Most of Your Data
Turn insights into action with analytics that optimize performance and drive smarter decisions.
Unlock Agent Success with These Key Metrics
- Call Log Accuracy: Ensures all call details, including duration, outcome, and notes, are recorded properly.
- Average Handling Time (AHT): Measures total call duration, including talk time, hold time, and follow-up.
- First Call Resolution (FCR): Tracks issues resolved on the first call without follow-ups needed.
- Call Abandonment Rate: Monitors the percentage of callers who hang up due to long waits.

What Sets Great Agent Reporting Apart?
Get the insights you need with powerful, easy-to-use reporting tools.
- Customizable Stat Cards: Keep essential stats front and center with customizable stat cards. These easy-to-read visuals give you instant access to the KPIs that matter most.
- Interactive Graphs: Quickly compare performance over different time periods with clear, intuitive graphs. Spot patterns, track improvements, and measure your team’s progress.
- Advanced Filters: Zero in on the data that matters. Use smart filters to sort by key metrics, specific agents, or locations—helping you focus on exactly what you need.

Frequently asked questions
Everything you need to know about the product and billing.
What is Agent Reporting, and why is it important?
Agent reporting provides detailed insights into your team’s performance, helping you track key metrics. It enables data-driven decisions to improve efficiency, coaching, and customer experience.
What key metrics should I track in agent reports?
Some essential metrics include Average Handling Time (AHT), First Call Resolution (FCR), Call Abandonment Rate, Customer Satisfaction (CSAT), and Call Log Accuracy. Tracking these helps identify trends, improve coaching, and optimize performance.
How does real-time Agent Reporting help my business?
Real-time reporting allows you to monitor agent performance. With live data, you can quickly spot inefficiencies, adjust workloads, and make immediate improvements to ensure better customer service and productivity.
Can I customize my agent reports to focus on specific data?
Yes! CloudTalk’s reporting includes customizable stat cards, interactive graphs, and smart filters, allowing you to focus on the exact metrics, agents, or timeframes that matter most to your business.
How do agent reports improve coaching and training?
By analyzing call performance, response times, and resolution rates, managers can pinpoint areas where agents need support. Data-driven insights make coaching more effective, leading to better training, improved performance, and higher customer satisfaction.
How to use Agent Reporting in a contact center?
To use Agent Reporting in a contact center, leverage analytics tools that track key metrics such as handling time, first-call resolution, and abandonment rate. Customize reports to gain detailed insights into agent performance, identify patterns, and adjust strategies accordingly. Monitor data in real time to make informed decisions and enhance team efficiency.
How to use Agent Reporting to measure performance?
Use Agent Reporting to analyze key metrics such as handling time, first-call resolution, and service quality. Customize reports to identify areas for improvement and track agent progress. Make data-driven decisions to boost performance and productivity.



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