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You can’t improve what you don’t measure, so how many calls did you receive this week, how many were missed, which team member handles the most calls and when is your busiest period? Without data you’re guessing, whereas call insights gives you the answers in one overview.
You see average call duration, total calls, the split between landline and mobile, busy periods, your top 10 endpoints, top 10 callers, top 10 caller towns and detailed distribution charts, all in real time and straight from your dashboard.
- Average call duration, total calls, landline vs mobile
- Top 10 endpoints, callers and caller towns
- Top 3 busiest periods and chart of calls per hour
- Call duration distribution and export to Excel
See how call insights works
Benefits of call insights
See how call data helps your team perform better and helps your business 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 duration, total calls, the split between landline and mobile callers and peak versus off-peak volumes at a glance.
Top 10 rankings
See which endpoints 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.
Busy periods and distribution charts
Your top 3 busiest periods show when you need the most people available, whilst detailed charts break down call duration into minute intervals (0–1 minute through 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 duration, total calls, the split between landline and mobile callers and peak versus off-peak volumes.
You also see three top 10 rankings: which endpoints receive the most calls, who your most frequent callers are and which towns or regions people call from. The top 3 busiest periods then tell you precisely when you need the most people available.
Two detailed charts round out the picture, with the call duration distribution chart showing how many calls lasted 0–1 minutes, 1–2 minutes and so on through to 10+ minutes, whilst the calls per hour chart maps volumes for each hour of the day.
Track performance across multiple locations and teams
If your business has multiple numbers, locations or teams, the top 10 endpoints ranking shows exactly how call traffic is distributed. This way you see which location handles the most calls and whether workload is spread evenly across your team.
This is particularly valuable for businesses with a central business number that routes to multiple locations. Combined with the top 10 caller towns ranking you also track which regions generate the most calls, so you can measure your marketing campaigns better and spot growth areas more quickly.
Export and email reports
You download all your call data as an Excel file from the dashboard by going to Insights > Details and clicking Download as Excel, after which all data for the selected period is exported in one file for your own analysis, reporting or charts.
If you don’t want to pull the figures yourself, you can also receive your insights automatically via email, daily, weekly or monthly. See insights by email for details.
Combine with recording, notes and flagging
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 record what was discussed and flag a call to indicate which calls need follow-up.
Together these features give you a complete picture of every call, so alongside the numbers you also see the context behind them.
Included free with every number
Call insights is free and included with every CallFactory number and there’s no limit to how far back you can look in the data.
This feature is free and included with every Irish 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
Record incoming business calls automatically, so you can listen back via the dashboard, download recordings and use them for training, quality assurance 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 for your business in practice.
Every call is recorded with the caller’s number, the date and time, call duration and the route the call took, and you also see missed calls, busy periods 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 call insights come straight to your inbox without you 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 channel, after which call insights shows you which campaign generates the most calls and gives you clear ROI figures.
There’s no limit. Your call history stays available as long as your number is active with CallFactory.
Yes. Our insights API lets you retrieve call data to your own systems or applications for more advanced analysis and integration.
No. Call insights is free and included with every CallFactory number.
