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United StatesCall insights
You can’t improve what you don’t measure, so how many calls did you receive this week, how many went missed, which team member handles the most calls and when is your busiest hour? Without data you’re guessing, but call insights gives you the answers in one overview.
You see average call length, total calls, the split between landline and mobile, peak hours, your top 10 destinations, top 10 callers, top 10 caller locations and detailed distribution charts—all in real time and straight from your dashboard.
- Average call length, total calls, landline vs mobile
- Top 10 destinations, callers and caller locations
- Top 3 busiest hours and a chart of calls per hour
- Call length distribution and export to Excel
See how call insights works
Benefits of call insights
See how call data helps your team perform better and your organisation make smarter decisions.
Real-time overview
Pick a period, such as today, last week, last month or a year ago, then you see average call length, total calls, the split between landline and mobile callers and peak versus off-peak volumes at a glance.
Top 10 rankings
See which destinations receive the most calls, who your most frequent callers are and which towns or regions your calls come from, so you can more easily track workload, important customers and regional marketing efforts.
Busiest hours and distribution charts
Your top 3 busiest hours show when you need the most people available, while detailed charts split call length into minute intervals (from 0–1 minute to 10+ minutes) and show call volumes for each hour of the day.
What call insights shows you
Pick a period, such as today, last week, last month or up to a year ago, then the dashboard shows you average call length, total number of calls, the split between landline and mobile callers and peak versus off-peak volumes.
You also see three top 10 rankings: which destinations receive the most calls, who your most frequent callers are and which towns or regions people call from. The top 3 busiest hours then tell you exactly when you need the most people available.
Two detailed charts fill out the picture, where the call-length distribution chart shows how many calls lasted 0–1 minutes, 1–2 minutes and so on up to 10+ minutes, while the calls-per-hour chart maps volumes for each hour of the day.
Track performance across multiple locations and teams
If your organisation has multiple numbers, locations or teams, the top 10 destinations ranking shows exactly how call traffic is split. This way you see which location handles the most calls and whether workload is distributed evenly across your team.
This is particularly valuable for organisations with a central business number that routes to multiple locations. In combination with the top 10 caller locations, you also track which regions generate the most calls, so you can measure your marketing campaigns better and spot growth areas faster.
Export and email reports
You download all your call data as an Excel file from the dashboard by going to Reports > Details and clicking Download as Excel, so all data for your selected period is exported in a single file for your own analysis, reporting or charts.
If you don’t want to fetch the figures yourself, you also receive your statistics automatically by email—daily, weekly or monthly. See statistics by email for the details.
Combine with recording, notes and marking
Call insights becomes even more valuable when you combine it with other features. Use call recording to listen back to calls that stand out in the data, add call notes to capture what was discussed and mark a call to flag which calls need follow-up.
Together, these features give you a complete picture of each call, where alongside the data you also see the context behind it.
Free with every number
Call insights is free with every CallFactory number and there’s no limit on how far back you can look in the data.
This feature is free with every UK phone number or international phone number.
Learn more about other features
Find more information about our features that can improve your business communication.
Statistics by email
Receive daily, weekly, or monthly call reports directly in your inbox. See call volume, duration, peak times, and missed calls — without logging in to anything.
Call recording
Automatically record incoming business calls, so you can listen through the dashboard, download them and use them for training, quality monitoring and compliance.
Star a call
Star a call helps you focus on the conversations that truly matter. With one click, important calls stand out.
Call insights—frequently asked questions
Get clear answers about call insights and how this feature works in practice for your organisation.
Every call is recorded with the caller’s number, the date and time, call length and the route the call took, and you also see missed calls, peak hours and top callers.
Yes. You download your call statistics as an Excel file, so you can analyse them further in your own tools.
Yes. You set up automatic email reports on a daily, weekly or monthly basis, so you get call insights straight to your inbox without needing to log in.
Yes. All your numbers and locations are in the same dashboard, so you filter and compare performance by location, team or individual number.
Yes. You assign a separate number to each campaign or media channel, then call insights shows which campaign generates the most calls so you get clear ROI figures.
There’s no limit. Your call history stays available for as long as your number is active with CallFactory.
Yes. Our statistics API lets you pull call data into your own systems or applications for more advanced analysis and integration.
No. Call insights is free with every CallFactory number.
