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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.
![](https://www.cloudtalk.io/wp-content/uploads/2023/10/feature-analytics-atf.png)
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.
![](https://www.cloudtalk.io/wp-content/uploads/2024/06/ScreenAnalytics-3.png)
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
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.
![](https://www.cloudtalk.io/wp-content/uploads/2024/06/ScreenAnalytics-2.png)
Other features you might like
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.
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.
Ready to get started?
Schedule a demo with one of our specialists and gain unparalleled control over your customer’s experience.