Call Center Software with Statistics & Analytics for Calls and Agents
Access all your performance analytics and statistical reports in one place. CloudTalk’s new call center analytics software allows you to get in-depth insights into your calls, including steps, reasons for missed calls, and much more.
What’s New in CloudTalk Analytics?
Categories
With the upgraded sorting system, you can focus on metrics that matter the most across 4 brand-new categories: Agents, Groups, Call Logs, and Messages.
Result Filters
After choosing your report, you can further narrow down the results with a variety of filters, including country, tags, call ratings, and more, to get even more relevant information.
Statistic Cards
Customize your Analytics Dashboard to your unique needs and preferences. With the “Toggle View” button, you can quickly switch between the Default, Smaller Visuals, and All Stat Cards designs.
Data Export
Download and share your analytics with two new options: CSV and PDF. These can be performed immediately after a search, regardless of contents, with the “Apply” button in the top-right corner.
Direct Comparisons
Get a better understanding of your past and present performance with direct time-based comparisons for seasons, months, years, and more.
Try these CloudTalk Analytics Features
Call Steps
Track callers’ journey through your call center, regardless of whether they’re connected to an agent or not. All inbound calls now leave a trace to be followed and understood.
User Roles in Analytics
Assign roles to your employees to choose who can see which information.
Admins/Analysts → All reports.
Supervisors → Reports for their groups & individuals.
Agents → Personal reports.
Missed Calls
This new feature allows agents to get better insight into their missed calls. The report shows whether they were on a different call, unavailable, or just failed to pick up.
Short Calls
Our analytics originally disregarded calls that lasted less than 30 seconds to avoid clutter. Now, you can track and evaluate even these short calls for all the information they’re worth.
Worried about the Original Call Statistics and Features?
Change can be scary, but there’s nothing to worry about regarding CloudTalk’s Analytics – new or old. All your past information and insights are still where they always were, unchanged and untouched in any way.
However, all your new recorded information will benefit from our improved calculations and breakdowns.
The Original Dashboard
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 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.
Discover New & Improved Analytics
Jump into the world of call center analytics, get actionable insights, and improve your company performance.
FAQs
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.
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