Custom reporting

Do you need more than our standard CloudTalk statistics? Use filters to view data according to your needs. For example, by agent, phone number, queue or timeframe. This will generate reports that are relevant to your business.

We offer several ways how you can customize reports through the CloudTalk Dashboard. In addition to filtering statistics for inbound, outbound, and missed calls, you can download generated agent stats and call logs.

How You Can Filter Statistics

By Call History

Initially, the Dashboard starts from the Call history tab. There, you find a holistic view of stats about all calls which took place within the specified time period. Those are displayed in the top right corner of the page.

Under the date and time filter, you may see additional filters. You can choose to filter by call rating, call tag, group, agent, or number. Chosen filters will affect the data shown on the graph, Call history logs, and the stats totals: Total Calls, Missed Calls, Avg. Call Duration, and Avg. Waiting Time.

You may download call history logs in xlsx file format.

By Inbound

The Inbound tab shows only data for inbound calls. You can further specify this data with the same additional filters offered by the Call History tab.

Stats totals display Total Calls, Calls Duration, Avg. Call Duration, Max. Call Duration, Missed Inbound Calls, Voicemails Calls, Abandon Rate, Avg. Waiting Time, Max. Waiting Time, and Avg. Abandonment Time.

You may search for call history logs for inbound calls through your phone number.

By Outbound

The Outbound tab shows only data for outbound calls. You can further specify this data with the same additional filters offered by the Call History tab.

Stats totals calculate Total Calls, Calls Duration, Avg. Call Duration, Max. Call Duration, Missed Inbound Calls, Voicemails Calls, Abandon Rate, Avg. Waiting Time, Max. Waiting Time, and Avg. Abandonment Time.

As in case of the inbound tab, you may search for call history logs for inbound calls through your phone number.

By Missed Calls

You can find the Missed calls page by clicking the blue text “More” beside Missed Inbound Calls statistic tallies. Either from the Inbound or Call history tabs. This page shows only data for missed calls.

You may further filter these data by status, call tag, group, or number. Stats totals for missed calls display Total Inbound Calls, Missed Inbound Calls, Voicemails Calls, Abandon Rate, Avg. Abandonment Time, and Max. Abandon Time.

The Call history logs appear at the bottom of the page.

By Agents

The Agents tab displays a chart filtered for Activity or Calls by agent. You can further filter data by call rating, call tag, group, agent (again), or number. Stats totals for agents calculate the Total Calls, Avg. Call Duration, Inbound Calls, and Outbound Calls.

Statistics of Agents logs are available for download at the bottom of the page.

How You Can Download Logs and Statistics

How to Get Call History Logs

From the Call history tab, scroll down to the bottom of the page to access Call history logs. Click the blue “Download” button.

You will get a copy of all logs within the selected filters, from the time period set in the top right corner. Files download as an xlsx format, which you can open with Microsoft Excel, Apple Numbers, and OpenOffice Calc.

Once downloaded, logs tally additional fields beyond those that you can see on the Dashboard. Such as Ringing time and Talking time, Call category, Call type, etc.

Statistics of Agents

From the Agents tab, you can download agent statistic logs by clicking the blue “Download” button. You find it under the chart display.

Logs will show Inbound and Outbound calls by agent within the time period you selected in the top right corner. This happens according to any group, agent, or number filters that you previously set.

As with Call history logs, agent files will download as an xlsx format, accessible via Microsoft Excel, Apple Numbers, and OpenOffice Calc.

Downloaded agent logs tally additional fields such as Ringing time, Talking time, Idle time, and more.


Related Links

Do you want to learn more about the Custom reporting feature?

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