--- title: "Inbound call tracking" description: "Compare your lines, then inspect the leads and bookings behind each call." --- > Documentation Index > Fetch the complete documentation index at: https://guides.channelautomations.com/llms.txt > Use this file to discover all available pages before exploring further. # Inbound call tracking [Open original guide with interactive examples →](/originals/inbound-calls-by-number/) ## Watch the walkthrough A two-and-a-half-minute tour of number labels and call volume. The written sections below also cover the newer lead, booking-owner, handoff and CSV evidence. Turn on captions with the CC button. The screens use a test workspace. **The short version** Name your lines in **Settings → Contact Center → Inbound numbers**. Then open **Calling → Team Stats** and scroll to **Inbound calls by number** to compare calls, unique callers and exact-linked bookings in the dates you pick. Click a count, then **View evidence** or **Export CSV**. Inbound calls in Recent Calls, Call Guide history, the contact's call log and LiveChat show the line too: Inbound · After Hours Line. If you advertise a different number on a mailer, a Google ad and your website, the number a customer dials tells you which one is working. Without labels you see a list of phone numbers. With labels you see your campaigns. **Who can use it:** any workspace owner or admin can label numbers and read the report. Agents see the line on calls they can already see, but not the report. ## What you see in Team Stats From the main dashboard, click **Calling** in the dock, choose **Team Stats**, select the **team** scope and your date range, then find **Inbound calls by number**. The illustration below explains line-level call volume; your report also includes the lead and booking evidence described below. Open **Calling** from the dock, choose the **Team Stats** tab, pick your dates at the top, and scroll to **Inbound calls by number**. **Inbound calls by number**Which of your lines customers called Updated Oct 9, 3:45 PM **124 calls** · 97 unique callers | Line | Number | Calls | Unique callers | | --- | --- | --- | --- | | **Main Line** | (555) 010-3575 | **66** | 56 | | **Google PPC Bathroom** | (555) 010-3921 | **31** | 24 | | **After Hours Line** May overlap | (555) 010-5650 | **17** | 12 | | Unlabeled | (555) 010-1574 | **10** | 5 | 2 more call records reported by integrations could not be matched to a call and are not counted. · No calls on Idle Line. The example uses made-up numbers. When you use more than one label, a **By label** table above it adds up all lines that share a label. ## Label your lines (one-time setup) 1. **From the dashboard, choose More → Settings in the dock, then Contact Center**Scroll to the **Inbound numbers** card at the bottom, or search Settings for "Inbound numbers". 2. **Find the number**Every number on your account is listed. Start with the ones that get the most calls; the Team Stats report shows you which. 3. **Type a Campaign label**Use the name your team says out loud: "Main Line", "Google PPC Bathroom", "Mailer October". If your CRM tracks a sub-source, add it in **Subsource code**. 4. **Click away to save**There is no Save button. The label is stored when you leave the box. 5. **Reload Team Stats**The new label shows straight away for that number's past calls (see [which label a call shows](#check)). **Label the lines that actually ring here.** If a number forwards its calls to another phone system, those calls never reach us and cannot be counted, whatever you name the number. The report tells you how many of your labeled numbers forward elsewhere. ## Read the report | You see | It means | | --- | --- | | **Calls** | Inbound calls on that line in the dates you picked, whether your team or your Voice AI answered. A call is counted once, even if it was transferred. | | **Unique callers** | Different phone numbers that called that line. Five calls from one customer count as five calls and one caller. | | **New leads / returning lead calls** | Contacts created or matched when supported inbound calls arrive. Older or unsupported calls remain Unknown; this is internal contact evidence, not external CRM confirmation. | | **Verified bookings** | Non-deleted appointments with an exact saved call link, grouped by the inbound call date. This is not the full CRM appointment total or a conversion rate. | | **Booking owners** | AI, human or unknown, based on a verified booking action. Click a booking count and View evidence for the appointment and recorded agent. | | **Line** (hover it) | The tooltip says whether it is the label the number had when the calls came in, or its current label. | | **Unlabeled** | No historical label was recorded, or no current fallback is available. [Name the line](#label) for future calls; a saved unlabeled call stays unlabeled. | | **May overlap** | Two of your answering systems took calls on this number in the period, so a few calls may appear twice. Usually seen while a number is being moved from one system to another. | | **Updated** time | The report refreshes every 2 hours from 7:45 AM to 9:45 PM Eastern, and overnight. Use the timestamp to judge freshness; the report is not immediate. | | Notes under the table | What was not counted and why: integration records without a matching call, numbers that forward elsewhere, and your lines that had no calls. | Days follow your own time zone, the same as the rest of Team Stats. ## New leads, returning calls and Unknown A caller is not automatically a new lead. Three calls from one number are three calls and one unique caller. On supported intake paths, the first call can create one internal contact, while later calls match that contact. | Report label | What it establishes | | --- | --- | | **New leads** | Distinct internal contacts created when a supported verified inbound call arrived. | | **Returning lead calls** | Calls matched to an existing contact when they arrived. | | **Unknown lead status** | Reliable resolution evidence is missing, unsupported or ambiguous. Withheld callers do not become invented people. | Click a lead-status count to inspect the matching calls and recorded contact ID. Historical and unsupported calls remain Unknown. Creating an internal contact does not confirm that an outside CRM received it. ## Verify linked bookings and their owners **Verified bookings** counts non-deleted appointment records with an exact saved link to an inbound call. The selected range follows the call date, even if the booking is made later. Two linked appointments on one call are two bookings. Moving the date on the same appointment record does not add one; later cancellations remain included, while deleted records are excluded after refresh. **Booking owners** separates AI, human and unknown ownership. Open **View evidence** for the appointment ID, scheduled time and recorded owner. Human evidence can include the agent name and ID. Booking credit is separate from answering or transferring the call. **Unknown is an evidence limit.** Some human booking flows, external providers and offline CRM bookings do not yet provide verified owner evidence. An Unknown owner does not mean no human or AI was involved. Bookings without an exact call link are excluded from this report, so it is not a full CRM booking total or a conversion rate. ### Explore why a booking is counted Illustrative scenarios, not your workspace data. A recorded call link and a verified booking action answer different questions. **Linked AI booking** **Linked human booking** **Owner unknown** **No call link** **1 call · 1 verified booking · AI owner**The appointment has an exact call link and a verified AI booking action. ## Read handling and handoff evidence | Saved signal | What you can conclude | | --- | --- | | Human answer recorded | A human-answer observation was saved for this call. | | AI session recorded | An AI session existed; that alone does not establish a conversation. | | AI conversation recorded | The built-in phone agent saved both caller and assistant speech. | | Team fallback | The call was routed to AI or voicemail; the route alone does not prove pickup. | | Destination answer confirmed | A destination answered. It can be a person, a menu or voicemail. | | Transfer reported; completion is unverified | A transfer was reported without confirmed destination acknowledgement. | These observations can overlap; they are not exclusive AI/human/missed totals. Missing answer evidence is not proof of a missed call. A destination answer does not identify the booking owner. ## Inspect evidence and export the complete selection 1. **Choose the calls**Click a call or Verified bookings count. Lead-status counts open their own matching records. 2. **Open View evidence**Read the call ID, historical/current label, lead/contact evidence, handling and handoff signals, and linked appointment IDs, times and recorded owners beside the selected call. 3. **Export CSV**Download every matching call, not just the page you can see. The limit is 10,000 calls; choose a shorter range or one line for larger selections. The CSV includes evidence-availability columns. Unknown evidence stays distinguishable from evidence awaiting refresh. Each owner is paired with its appointment ID when a call has several bookings. If the report changes during paging or export, reopen the records and try again. Selected days use your viewing time zone. The report refreshes every two hours from 7:45 AM to 9:45 PM Eastern and overnight; **Updated** shows the last successful refresh. ## Where else the line shows Wherever an inbound call is listed, it now says which line it came in on: Inbound · Google PPC Bathroom. A number without a label shows the number instead: Inbound · (555) 010-1574. ### Incoming call The agent's ringing banner shows the caller and the line, including calls that ring several agents at once. ### Recent Calls Under the phone number on each inbound row, and on each call inside a grouped contact. ### Call Guide history The line is the first detail on each inbound call in the lead's history. ### Contact page and LiveChat The Call Log on the contact's page and the call timeline in LiveChat. Agents restricted to their folders still only see the calls they could see before. ## Which label will a call show? Labels are kept with the call when it comes in. Answer two questions to see what a call will say. When the call came in, did the number have a label? **Yes, "Mailer September"** **No label yet** **The call is from before labels were kept** What is the number's label today? **"Mailer October"** **Removed** ## What is counted, and what is not | Call | Counted? | | --- | --- | | Answered by your team | Yes | | Answered by your Voice AI | Yes | | Rang your team, then went to the Voice AI or voicemail | Yes, once | | A call you or your agents placed (outbound) | No. See Caller IDs in Team Stats. | | A number that forwards to another phone system | No. The call never reaches us. | | A record sent by an integration (IVR, lead intake) that does not match a call | No. Listed under the table so you know it exists. | | Text messages | No. This report counts calls only. | ## Weekly routine (5 minutes) 1. **Open Team Stats for last week**Pick last Monday to Sunday at the top. 2. **Check for Unlabeled lines with calls**Label any that matter. A new tracking number usually shows up here first. 3. **Compare your campaigns**Use **By label** to see which campaigns brought calls and how many different people called. 4. **Read the notes under the table**Lines with no calls may mean an ad stopped running, or a number is pointed at the wrong place. ## Troubleshooting | What you see | Why | What to do | | --- | --- | --- | | Bookings are lower than the CRM | Only exact-linked appointments are counted here. | Compare call and appointment IDs; read the report notes before treating the gap as zero bookings. | | Booking owner or lead status is Unknown | The original path may not have recorded reliable evidence. | Inspect View evidence; some historical, human, external and offline paths remain unsupported. | | Evidence is awaiting refresh | The latest evidence has not reached the report yet. | Check Updated and reopen after a successful refresh. | | Every line says Unlabeled | The numbers that ring have no label, or your labels are on numbers that forward elsewhere. | Label the numbers listed in the report, in Settings → Contact Center → Inbound numbers. | | I named a line but its older calls still say Unlabeled | Each call keeps the label its line had when it came in. Those calls arrived before the line had a name. | Nothing to fix. Every call from now on carries the name; compare from the day you labeled the line. | | The section is missing from Team Stats | Only owners and admins see it. | Ask an owner to change your role, or to read the report for you. | | Today's calls are not there yet | The report refreshes every 2 hours. | Check the Updated time; wait for the next refresh. | | A number I advertise shows no calls | The number may forward to another system, or nobody called it in those dates. | Check the note about forwarding numbers; ask support to check where the number is pointed. | | Our phone bill shows more calls than the report | Forwarded calls and integration-only records are not counted. | Compare against the notes under the table. Contact support if the gap is still large. | | May overlap on a line | Two answering systems took calls on that number in the period. | Expect a few calls to be counted twice for that period. It clears once the number uses one system. | ## Questions ### If I rename a label, do old calls change? Where a saved label or known call-time number history exists, calls keep it. Calls without reliable historical evidence use today's label; the tooltip identifies that fallback. ### Does the label tell me which ad the customer saw? It tells you which number they dialed. Use a separate number per campaign and the line name is the campaign. ### Can two numbers share a label? Yes. By label adds them up; By line still shows each number. ### Do texts count? No, the report counts inbound calls only. ### Can I route a line to specific agents? Yes. In Agent Command Center → Access & Routing, add a call routing rule on "Number the caller dialed". ### Where can I read this in the app? Open Help Docs and search "inbound numbers" or "calls by number". Channel Automation · Help · Last updated 2026-10-19. Questions? Ask your account manager, or open **Help Docs** inside the app — the same guidance lives there. Source: https://guides.channelautomations.com/calling/inbound-calls-by-number/index.mdx