Track Agent Performance
With Ease

Q: 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.

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.

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The Power of Data Decisions

Save Costs up to 30%

Make data-driven decisions to optimize resource usage to increase productivity and lower expenses.

Cut Handling Time by 40%

Identify bottlenecks, streamline workflows, and optimize agent performance to improve efficiency.

Boost Conversions by 50%

Gain deep insights into customer interactions and continually refine strategies to close more deals.

We’ve helped thousands of global companies

Case studies featuring customers who are building faster.

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Revolutionizing Revolut’s Efficiency and Saving 40+ Hours

“Thanks to CloudTalk’s reliability, we could improve sales teams’ performance and close more deals than we could have ever imagined.”

Jamie Devlin
Head of Operations

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Increasing productivity for 200 customer support agents

“With CloudTalk’s Analytics I now get to see every step of the way. We can find discrepancies and gain a much better understanding of our teams.”

Nelly Donnelly
Service Delivery Manager

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Delivering success for Glovo’s customer support team

“CloudTalk improved our team’s cost and efficiency. The script feature allows us to lead the calls in a much more systematic way.”

Yohann Bensadoun
Global Supply Growth

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Scaling outbound calls for MyHeritage 158 sales agents

“We have seen a significant increase in our outbound call volume. We can now reach out to more prospects and customers than ever before.”

Elay Sasson Call
Center Manager

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Benefits of Agent Reporting

Drive Better Results with The Right Data

Gain Actionable Insights

See what’s happening with your team in real time. CloudTalk Analytics gives you a clear view of agent activity, call trends, and performance metrics. With the right data at your fingertips, you can quickly spot what’s working, address issues, and make smarter decisions that drive results.

Improve Agent Coaching

Help your agents grow with data-driven feedback. Agent reporting makes it easy to track performance, identify coaching opportunities, and fine-tune your onboarding process. By understanding strengths and improvement areas, you can develop skilled, motivated agents.

Enhance Customer Support

Give customers the fast, efficient service they expect. With clear insights into call handling and response times, you can refine workflows, eliminate bottlenecks, and improve resolution rates. The better your agents perform, the smoother your operations run.

Increase Efficiency

Agent reporting helps you balance workloads, adjust staffing during peak hours, and keep productivity high. With a clearer picture of team activity, you can ensure every agent is working at their best—without overloading them or leaving customers waiting.

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.

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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.

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Features

Other features you might like

Group Reporting

Give your managers full visibility over their team’s performance, and the tools to identify what, when and how to improve.

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Flagship Feature

Wallboard

Showcase real-time performance and call center metrics to your entire team — live and in a variety of different formats.

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User Management

Upload users, assign permissions, and manage call queues and ringing strategies in bulk without any extra effort.

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Flagship Feature

Analytics

Access centralized data on your team’s performance, and use it to optimize operations, cut costs, and close more deals.

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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.