Get the Best Out of Your Team with Group Reporting

Gain precise control over your team’s performance. Group Reporting delivers real-time insights to optimize collaboration and drive efficiency. Make data-driven decisions with confidence and achieve measurable results.

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The Right Data in Your Sight

Save Costs up to 30%

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

Cut Handling Time by 40%

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

Bird’s-Eye View

Give your managers a bird’s-eye view of everything happening with your team.

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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What is Group Reporting?

Group Reporting is a call center tool that enables you to track and analyze performance across different teams or departments. It aggregates data from multiple groups into a single report, giving you a clear overview of how each team is performing in real-time.

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Benefits of Group Reporting

Drive Better Results with Smarter Team Insights

Streamline Performance Tracking

Simplify group performance analysis process across teams or departments. Get consolidated reports that provide a clear overview of key metrics. Easily identify top-performing teams and those needing improvement to quickly optimize operations.

Compare Your Teams’ Efficiency

Easily compare the efficiency of different teams. Spot trends in call handling, response times, and customer satisfaction levels. Implement targeted training or process improvements to ensure every team is meeting performance standards.

Improve Business Decision-Making

Make informed decisions with insights into which strategies are working for you and which need adjustment, helping you fine-tune your processes and resources. Get better business outcomes and a more responsive customer service operation.

Optimize Resource Allocation

Allocate resources better by highlighting areas that may need more support or staffing. Identify which teams are handling higher volumes of calls or facing greater challenges. Adjust workloads and schedules to maintain balanced operations.

Unlock Team’s Performance with These Key Metrics

To truly understand your team’s effectiveness, concentrate on metrics that are relevant to your business. Each metric can provide key insights to help you achieve tangible results.

Outbound Call Success Rate: The percentage of outbound calls that successfully connect with a recipient.
Average Answer Time: The average time it takes for an inbound call to be answered by an agent.
Missed Calls: The number of inbound calls that an agent did not answer before the caller hung up.
First Call Resolution (FCR): Tracks issues resolved on the first call without follow-ups needed.

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What Sets Great Group 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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Where to Check Group Reports in CloudTalk?

Log in to your CloudTalk account, and select Analytics in the left side menu.
On the top bar, you can click on the Group Reports tab.
Now, you can choose all the data you want to track.

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Features

Other features you might like

Call Monitoring

Listen in on calls, coach your agents, or join the conversation directly to give your customers the best experience possible.

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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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Agent Reporting

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

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Flagship Feature

Real-Time Dashboard

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

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Frequently asked questions

Everything you need to know about the product and billing.

What is reporting in a call center?

Reporting in a call center involves collecting, analyzing, and presenting key data related to call center operations. The goal is to track performance, identify areas for improvement, and ensure that service levels meet business objectives.

What is the purpose of group reporting?

Group reporting is designed to provide insights into the performance of different teams or departments within a call center. It consolidates data from multiple groups to offer a comprehensive view of how each team functions.

What kind of reports could be created?

Various reports can be generated in a call center, including call volume reports, agent performance reports, customer satisfaction reports, and service level agreement (SLA) reports.

What is the call center agent activity report?

It tracks individual agent metrics such as the number of calls handled, average handling time, first-call resolution, and customer feedback. This report helps managers evaluate agent productivity, identify areas for coaching or training, and ensure agents are meeting performance standards.