Calls

Open Reports → Calls. It covers every call that reached one of your numbers — tracking numbers, static numbers and SmileLine Voice lines alike — by the time the call started, in the practice's own time zone.

The tiles

• Inbound calls — calls in, against the previous period of equal length.
• Answer rate — the share of inbound calls someone at the practice actually picked up. A call the assistant took, a voicemail, or a caller who only reached the menu counts as missed.
• Missed — the rest.
• Avg ring time — how long inbound callers rang before the outcome, answered or not.
• Missed, not returned — missed calls whose number nobody has rung back, and who haven't got through since. The table at the bottom lists them, most recent first, so the front desk can work down it.

The charts

• Inbound calls over time, split answered / missed, at the day, week or month grain.
• Calls by hour of day — the same split across the 24 hours of the practice's day. This is the chart that shows a lunchtime or after-hours gap.
• Calls by keyword — the top utm_term values the callers arrived with.

The tables

By source / campaign / keyword attributes each inbound call to the web session it came from: the UTM source, campaign and keyword the tracking script recorded when the visitor was shown their number. A caller with no web session — someone who dialled a printed number, or your main line — shows as (none).

By team member counts calls per person, in and out, with how many they answered and their average ring time.

Missed, not returned lists the caller, when they rang and where they came from.

Sending calls to Google Analytics

If you want the same calls next to your web conversions in GA4, connect the property under Settings → Call tracking → Google Analytics 4. See Send tracked calls to GA4.