Critical Update (July 2024): Google has officially removed the native “Call History” feature (which used to log calls in your dashboard). You can no longer view a list of missed or answered calls directly within Google.

To track calls today, you must now use one of two external methods: Call Tracking Software or Website Attribution.

1. The “Primary Number” Trick (Best for Accuracy)

This method involves using a third-party tracking number (from software like CallRail, Nimbata, or Infinity) directly on your profile.

Most business owners worry that using a tracking number will confuse Google about their real phone number, hurting their “NAP Consistency” (Name, Address, Phone) and lowering their rankings.

The Solution: Google explicitly allows you to use a tracking number if you set it up correctly using the “Additional Phone” field.

• Step 1: Purchase a local tracking number (e.g., an 0161 number for Manchester) from your software provider.
• Step 2: Go to your Google Business Profile > Edit Profile > Contact.
• Step 3: Enter your Tracking Number as the “Primary phone”.
• Step 4: Enter your Real Business Number as the “Additional phone”.
  
  

Why this works: Google’s algorithm looks at the “Additional phone” field to verify your NAP consistency against other directories (like Yell). It sees your real number there and stays happy, but displays the tracking number to customers so you can record and log the calls.

2. Understanding “Performance” Metrics

You can still see a basic “Calls” metric in the Google Business Profile Performance tab, but it is flawed.

• What it tracks: It counts every time someone taps the “Call” button on a mobile device.
• The Flaw: If a user taps the button, sees the number, and then decides not to dial, Google still counts it as a “Call.” If they dial manually from a desktop screen, Google counts nothing. This is why your “Performance” report often shows higher numbers than your actual phone bill.

   

Is it safe for SEO?

Yes, but only if you follow the “Additional Phone” rule.

If you replace your number completely without moving the old one to the “Additional” field, Google may get confused and suspend your listing or lower your rank because it can no longer match your number to your website.