Call Tracking Reports

Call Tracking Reports turns every inbound and outbound phone call into structured data so you can see which marketing channels drive calls, how your agents perform, which numbers produce the best results, and where leads fall through the cracks. Instead of guessing whether your ad spend translates into real conversations, you get concrete metrics on call volume, duration, source attribution, and outcomes. Available on the Agency Pro plan.

What Call Tracking Reports Does

The module captures analytics on every voice interaction with metadata like duration, status, source, assigned number, agent, and recording access. Five key components work together: Incoming Call Reports (metrics on inbound calls including missed, answered, and busy statuses), Outgoing Call Reports (agent performance showing call volume and unique contacts reached), Call Source Attribution (tracking which marketing channels generate phone calls), Call Logs (detailed historical table with filtering and playback), and Custom Dispositions (agent-tagged call outcomes that standardize reporting).

Incoming call analytics: The dashboard displays a donut chart showing call outcomes (Answered, Missed, Busy, Voicemail), a First-Time Caller Widget (total first-time callers with status breakdown and duration), and a Top Call Sources Widget (identifying where inbound calls originate with deal wins and total duration per source). Filter by phone number, date range, call status, or source.

Outgoing call analytics: The outgoing section focuses on team performance with Top Performing Agents (ranked by total call volume and unique leads contacted), Call Volume Per Agent, Unique Contact Count (distinct leads reached), Average Call Duration, and Call Status Distribution (Completed, No Answer, Busy, Failed, Voicemail). Use this data to coach agents on optimal calling times and measure campaign efficiency.

Call log table: Every call record includes date and time, contact name and phone number, direction (inbound or outbound), status, duration (ring time and talk time), assigned phone number, agent, disposition (if tagged), and recording access (play or download). Filter by date range, phone number, direction, status, agent, or disposition. Export to CSV with customizable column selection.

Key Configuration Options

Number pool tracking: Number pools dynamically swap phone numbers on your website based on visitor traffic source. When visitors call the tracking number, the system matches their browser session to identify the source and search keyword. Configure by navigating to Settings > Phone Numbers, clicking Add Number Pool > Visitors Activity, choosing All Visitors or PPC Only, naming your pool, setting Pool Size (minimum 4 numbers), entering Forwarding Number and Swapping Number, then copying the tracking snippet and pasting into your website’s footer tracking code.

Pool sizing: Choose based on concurrent visitors: Low traffic (under 500 daily visitors) needs 4 numbers, Medium traffic (500 to 2,000 daily visitors) needs 6 to 8 numbers, High traffic (2,000+ daily visitors) needs 10 or more numbers. Larger pools prevent number reuse before attribution completes.

Call Connect for accurate tracking: Call Connect requires agent confirmation before marking a call as connected, preventing false “answered” data when calls go to voicemail. Enable by navigating to Settings > Phone Numbers, selecting the target number, clicking Edit Configuration, toggling on Call Connect, enabling Play Whisper Message, customizing the prompt text, and clicking Save. With Call Connect, answered calls represent confirmed human pickups, not voicemail routes.

Custom dispositions: Configure standardized call outcome tags that agents select after conversations. Navigate to Sub-account Settings > Phone System > Voice > Call Dispositions, review default options, add or edit dispositions to match your workflow (maximum 10 per sub-account), and save. Dispositions become filterable columns in call reports and can trigger workflow automations through the Call Details trigger.

Keyword-level tracking: Append ?keyword={keyword} to your Google Ads destination URLs. The tracking system captures this parameter and associates it with the call record, letting you optimize ad spend down to the keyword level based on actual phone conversions.

Power Features

Whisper messages: A brief audio message heard only by the call recipient before connecting, identifying the call source. Configure when setting up number pools to help agents understand which campaign or number the caller used.

IVR call recordings: For calls routed through an IVR menu, the system stores multiple recording segments. Select between different recordings to review how callers navigated the menu before reaching an agent.

Automated missed call recovery: Create a workflow that triggers on Missed Call status, sends an immediate SMS (“Sorry we missed your call. How can we help?”), creates a task for the next available agent to call back within 15 minutes, and adds the contact to a follow-up sequence if no callback happens within 1 hour.

Disposition-based automations: Integrate dispositions with workflows through the Call Details trigger. Filter by Custom Disposition (e.g., “Follow Up”) to add actions like sending an SMS, creating a task, or adding a tag. Example automations: “Requested Appointment” triggers a booking link SMS, “Not Interested” removes the contact from the active call list, “Follow Up” creates a task with a 24-hour deadline.

Combined pipeline reporting: Cross-reference call reports with your pipeline data to calculate calls-to-opportunity conversion rate, average calls before a deal closes, revenue per inbound call by source, and cost-per-acquisition including phone spend.

Pro Tips

• Assign dedicated tracking numbers to each campaign. Do not use a single phone number for all marketing channels. Assign separate numbers to Google Ads, Facebook ads, direct mail, billboard or radio ads, and specific landing pages. This lets you measure cost-per-call and call-to-conversion rates for each channel independently.
• Enable Call Connect on all numbers. False “answered” data undermines every metric in your reports. Enable Call Connect on all tracking numbers to ensure answered, missed, and voicemail counts are accurate. The minor inconvenience of agents pressing a key to confirm is far outweighed by data quality improvement.
• Use dispositions consistently. Train your team to tag every call with a disposition before moving to the next one. Inconsistent tagging creates blind spots in your data. Include disposition compliance in your team’s KPIs to ensure adoption.
• Review reports weekly. Schedule a weekly review focusing on missed call rate (adjust staffing if above 15-20%), first-time caller volume (correlate with campaign launches), source attribution (identify best conversion channels), agent performance (calls made and talk-to-connect ratio), and disposition trends (investigate climbing “Not Interested” rates).
• Monitor number pool attribution accuracy. Periodically test your number pools using incognito browser sessions from different sources. Verify that numbers swap correctly on your website, calls show the correct source in reports, and pool size is adequate during high-traffic periods.

Common Questions

What plan do I need for Call Tracking Reports?

Call Reporting is available exclusively on the Agency Pro plan. Lower-tier plans do not include access to this module.

How do number pools attribute calls to sources?

Number pools dynamically swap the phone number displayed on your website based on the visitor’s traffic source. When the visitor calls, the system matches the number to their browser session and records the source (organic, paid, direct, referral) and, if configured, the search keyword.

What is the minimum number of numbers for a pool?

You need a minimum of 4 numbers per pool. Higher traffic volumes require more numbers to maintain attribution accuracy because larger pools prevent number reuse before attribution completes.

Does Call Connect affect the caller’s experience?

No. The caller hears normal ringing while the system contacts the agent. The whisper message and confirmation keypress happen only on the agent’s side, so the caller is unaware of the extra step.

How many custom dispositions can I create?

You can create up to 10 custom dispositions per sub-account. Each call supports only one disposition, so choose options that cover your most common call outcomes without overwhelming agents with too many choices.