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Analytics

Centralize all your team’s data. Access everything you need to know regarding your agent’s performance and call statistics, and use it to make predictions and optimize your strategy.

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Connect the dots.

Call Steps

Track every single thing that happens during your inbound or outbound call journeys.

Group & Individual

Access call statistics and performance indicators for both individual agents or entire groups.

In-Depth Insights

Narrow your search with filters ranging from call statistics to agent performance and team overview.

"With CloudTalk's Analytics I now get to see every step of the way. We can find discrepancies between our agents and gain a much better understanding of our teams' setup."

Nelly Donnelly Service Delivery Manager

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"CloudTalk improved our team's cost and efficiency. The script feature allows us to lead the calls in a much more systematic way, as well as all the action buttons to trigger actions directly into our backend."

Yohann Bensadoun Global Supply Growth

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"Our call volume tripled in only 2 years, from around 10,000 calls to 30,000 per quarter and with CloudTalk, we can now handle all of this communication easily. It was an excellent choice."

Frederico Lopes Head of Customer Service

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"We have seen a significant increase in our outbound call volume since we started using CloudTalk and we can now reach out to more prospects and customers than ever before."

Elay Sasson Call Center Manager

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What is Analytics?

Our Analytics show you exactly what is happening in your call center at all times. Track performance, collect real-time insights, filter information, and personalize your dashboard. Evaluate your business’ progress, customer behavior, and agent’s skills to make better, data-driven decisions.

Who is Analytics For?

Group: Company-wide
Helps with: KPI tracking, Business strategy optimization, Agent coaching

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What is Analytics?

CloudTalk provides a comprehensive Analytics dashboard with detailed insights on your business, customers and agent performance.

You can follow:

Group reports: Provides you with a broader view of a group’s activity
Agent reports: Gives you a broader view of an agent’s activity
Call log: Shows you detailed information on calls, both inbound and outbound
SMS report: Displays the cost of SMS and MMS messages you’ve sent

For a fully personalized and user-friendly experience, CloudTalk Analytics lets you filter based on several criteria, such as agents or groups, dates, names, tags, countries, etc.

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Other features you might like

Real-Time Dashboard

Monitor agent or group activity in real time, from phone calls and performance metrics to their general availability.

Agent Reporting

Track your agents’ performance directly in CloudTalk and optimize for the best customer experience possible.

Group Reporting

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

Wallboard

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

Turn your CloudTalk into a much larger and powerful tool

Expand your business toolstack with a business calling software that can be easily integrated into your existing CRMs, ecommerce or helpdesk tools, like Salesforce, Freshdesk, Help Scout, and dozens more.

See All Integrations

Have questions?

Where is all my old data?

If you’re specifically seeking data on functionality like Realtime Dashboards, Wallboards, or Call Monitoring, you can still find them in the standard CloudTalk Dashboard Statistics section. We’ve added a button to the top-right of the Analytics screen to let you quickly swap between the old and new dashboards.

Did I lose my old data?

Using new call center analytics software does not mean that any of your old information has been lost or changed in any way, and everything remains recorded exactly as it was. However, statistics recorded after the launch of Analytics will benefit from the new and improved calculations and breakdowns.

The purpose of the new Analytics site is to supply performance-based statistics about users and groups. While we’re looking at adding further reports in the future, if you’re specifically seeking data on functionality like Realtime Dashboards, Wallboards, or Call Monitoring, you’ll need to continue using the standard CloudTalk dashboard statistics section.

We’ve also added a button to the top-right of the Analytics screen to let you quickly swap between the old and new dashboards.