Home Inbound Numbers (13/1300/1800 & Routing) Understanding inbound call reports & analytics

Understanding inbound call reports & analytics

Last updated on Dec 14, 2025

What this article covers

This article explains how to access your inbound call analytics, what each report shows, and how to interpret common metrics such as call volume, answered calls, missed calls, locations, and costs.

Where to view your inbound call analytics

Pickle provides two primary ways to view inbound call data:

1. Online analytics dashboard (recommended)

The online dashboard provides near real-time visibility of your inbound call performance, including trends and visual summaries.

You can view:

  • Total call volume

  • Unique callers

  • Answered vs missed calls

  • Average call duration

  • Call times by hour and day

  • Caller location (city and state)

  • Call origin (mobile vs fixed)

This dashboard is best for operational insights, staffing decisions, and performance monitoring.

Tip: The dashboard allows you to filter by number and time period (e.g. last week, last month, last year).

2. Monthly inbound call reports (PDF)

Monthly inbound reports provide detailed, auditable records of calls for a billing period.

These reports are typically used for:

  • Billing verification

  • Historical analysis

  • Compliance or internal reporting

  • Investigating specific call events

They include call-level detail that goes beyond what’s shown in the dashboard.

Key metrics explained (plain English)

Total calls

The total number of inbound calls received by your number during the selected period.

This includes both:

  • Answered calls

  • Incomplete calls (e.g. no answer)

Unique callers

The number of distinct phone numbers that called your inbound service.

This helps indicate:

  • Repeat callers

  • Campaign effectiveness

  • Demand vs reach

Answered vs incomplete calls

Inbound calls are classified as:

  • Answered – the call was successfully connected

  • No answer – the call rang but was not answered

  • Other – includes system conditions such as call abandonment or routing failure

A high answer rate generally indicates appropriate staffing and routing.

Average call duration

The average length of completed calls.

Longer durations can indicate:

  • Complex enquiries

  • Sales or support calls

  • High engagement

Short durations may indicate:

  • Misrouted calls

  • IVR issues

  • Callers hanging up early

Call volume by time of day

This shows when callers are contacting you, broken down by hour and day.

Common uses:

  • Identifying peak periods

  • Adjusting staffing or overflow rules

  • Reviewing after-hours call handling

Caller location

Inbound calls are grouped by:

  • City or exchange area

  • State or territory

This is useful for:

  • Geographic routing decisions

  • Marketing attribution

  • Understanding regional demand

Understanding inbound call charges

Inbound call charges are split into monthly service fees and usage charges.

Monthly service charges

These are fixed charges for:

  • The inbound number itself (13, 1300 or 1800)

  • Any enhanced routing features

These charges appear regardless of call volume.

Usage charges

Usage charges depend on:

  • Call type (local, national, mobile, international)

  • Call duration

  • Number type (13/1300 vs 1800)

For example:

  • Calls to 1800 numbers are free for most landline callers, but usage is charged to the business

  • Mobile and international callers may incur usage charges

Usage charges are billed in arrears based on actual call records.

How inbound reports relate to your invoice

Your invoice summary shows:

  • Monthly service charges

  • Total inbound usage charges for the period

The detailed inbound call report provides the call-by-call breakdown that supports those totals.

If you’re reconciling an invoice:

  1. Review the service charges

  2. Check total usage minutes

  3. Cross-reference call volumes and durations in the inbound report

Useful external tools

Australian Numbering System Register

You can use the official numbering register to:

  • Check which carrier a number is connected to

  • View number ownership and allocation

  • Search available smart numbers

👉 https://www.thenumberingsystem.com.au/#!/number-register/search

When to contact Pickle

If you need help:

  • Interpreting a specific report

  • Investigating unusual call spikes

  • Reviewing missed call patterns

  • Preparing for campaigns or high-volume events

Our team can review your inbound analytics with you and recommend routing or capacity changes where appropriate.