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Understanding Your Inbound Report

Last updated on Apr 08, 2026

What Is the Inbound Report?

The Inbound Report is a monthly call analytics report covering all inbound services on your Pickle account — including:

  • 1300 numbers

  • 1800 numbers

  • Local numbers

  • Mobile numbers

Reference format:

Inbound Report # YYYY-MM-ACCOUNTNUMBER

Example: Inbound Report # 2025-12-20002019

Download your report from:

my.thinkpickle.com.au/billing

Who Is This Report For?

  • Strata managers and body corporates tracking call volumes to support lines

  • Businesses monitoring answer rates and missed calls

  • Anyone managing multiple numbers who wants visibility across their portfolio

Section 1 — Summary By Line

A snapshot of every inbound number on your account:

  • Line Number — the phone number

  • Department — the label assigned in the portal

  • Complete Calls — calls successfully answered

Incomplete Call Types

  • Busy Calls — caller received a busy signal

  • No Answer — call rang but was not answered

  • Abandoned Calls — caller hung up while waiting (e.g. in queue)

  • Other Calls — uncategorised call endings

  • Total Incomplete — sum of all incomplete calls

  • % Incomplete — percentage of calls not completed

  • Total Call Duration — total time on completed calls

Section 2 — Per-Service Breakdown

Detailed insights for each number:

Summary by Calling Region (Top 20)

  • Caller location (e.g. NSW/Sydney, VIC/Melbourne, mobile)

  • Complete calls

  • Total duration

  • Average call length

Top Twenty Overview

  • Most Frequent — callers contacting you most often

  • Most Expensive — highest-cost calls (relevant for 1300 numbers)

  • Longest Duration — longest individual calls and when they occurred

Overview by Day of Month

  • Daily call breakdown

  • Identify peak days and missed call patterns

Overview by Hour of Day

  • Call volumes by hour

  • Useful for staffing and peak time planning

Summary for Last 12 Months

  • Monthly trends for each number

  • Includes:

    • Total calls

    • Complete vs incomplete calls

    • Average duration

    • % complete

Useful for identifying seasonal patterns or changes in performance.

Understanding Call Outcome Types

  • Complete — call connected and answered

  • Busy — destination was engaged

  • No Answer — call rang out without being answered

  • Abandoned — caller hung up before connection

  • Other — technical or routing-related termination

Using the Report for Business Insights

  • A high % Incomplete may indicate:

    • Insufficient staffing

    • Call flow issues

    • Poor after-hours routing

  • Hour of Day insights help optimise staffing

  • Comparing with the Detailed Spend Report can help reconcile 1300 usage costs

Key Takeaways

  • The Inbound Report is a monthly PDF available via my.thinkpickle.com.au/billing

  • Covers all inbound services: 1300, 1800, local, and mobile

  • Section 1 = portfolio summary

  • Section 2 = detailed per-number analysis

  • Call outcomes include: Complete, Busy, No Answer, Abandoned, Other

  • 12-month trends help track performance over time

Need Help?

  • Portal (24/7): my.thinkpickle.com.au

  • Email: [email protected]

  • Phone: 1300 688 588 (business hours)

After-hours support is available for clients with an extended hours agreement.