Home 📞 Inbound Numbers (13/1300/1800 & Routing) Using Call Analytics

Using Call Analytics

Last updated on Apr 08, 2026

Overview

Call Analytics provides visual reporting for a selected phone number over a chosen time period. Use it to understand call volume trends, identify peak times, analyse caller locations, and share reports with your team.

How to Access Call Analytics

Two ways to access:

  • Left navigation: Log in at my.thinkpickle.com.au > click Call Analytics

  • From a number page: Go to Phone Numbers > View > click the Call Analytics button

Selecting a Number and Period

  1. Use the Number dropdown to select which number to report on

  2. Use the Period dropdown to select the timeframe (e.g. last week, last month)

The dashboard updates to display analytics for the selected number and period.

Understanding the Dashboard

How Has Call Volume Changed?

  • Call volume graph — plots this period vs previous period; toggle between All callers and Unique callers

  • Key Metrics panel:

    • Total Call Volume — total calls received

    • Total Unique Callers — distinct callers based on caller ID

    • Average Duration — average call length

    • Repeat Caller Ratio — percentage of callers who called more than once

Call Duration

Graph showing average call duration trended over the selected period vs the previous period — useful for identifying whether calls are taking longer or shorter over time.

Calls by Time of Day

A heatmap showing call arrival patterns by hour and day of week. Darker cells = higher call volumes. Use this for staffing and routing decisions.

Where Do Your Calls Originate?

  • Calls by location — city-level breakdown of call origins

  • Calls by origin type — mobile vs landline (pie chart)

  • Calls by state — map view of call distribution across Australia

How Often Do People Call Back?

Breakdown of how many callers have called 1, 2, 3, 4, 5, or 10+ times during the selected period — useful for identifying repeat contact patterns.

Exporting and Sharing

  • Export CSV — download the analytics data as a spreadsheet

  • Public Link — generate a shareable URL so team members or management can view the analytics without needing portal access

Common Use Cases

  • Identify peak call times for staff rostering or routing adjustments

  • Understand the geographic spread of callers

  • Track call volume trends month over month

  • Share call reports with management without granting portal access

Key Takeaways

  • Access via Call Analytics in the left navigation or from a number page

  • Use Number and Period dropdowns to filter the dashboard

  • Covers call volume, duration, time-of-day patterns, geographic origin, and repeat caller behaviour

  • Export CSV for offline reporting; Public Link to share without portal login

  • For a per-call log, use the Call History tab — see: Viewing Call History for a Phone Number

Contact Pickle

  • Portal: my.thinkpickle.com.au — 24/7

  • Email: [email protected]

  • Phone: 1300 688 588 (business hours)

  • After hours: Available for clients with an extended hours agreement

Pickle — Office 12, 7-9 Churchill Ave, Strathfield NSW 2135