New callers are people reaching your business for the first time on any tracked number. Returning callers have called before from the same phone number. This split helps you measure acquisition, retention, agent performance, and campaign ROI.

You can view it in Reports/Analytics → Call Summary using the Caller Type filter.

Table of contents

• Why this metric matters
• Definitions
• Prerequisites
• Where to see this in MyOperator
• What success looks like
• Examples
• Troubleshooting & edge cases
• FAQ
• Related articles
• Structured data (SEO)

Why this metric matters

Use the New vs Returning split to answer these questions:

• Are we attracting first‑time callers from recent campaigns?
• Are existing customers calling back for support or buying again?
• Which agents handle new callers best? Which excel with returning callers?
• How does caller mix vary by campaign, number, time, or team?

Common insights visible in Call Summary:

• % of calls from new vs returning callers
• Repeat frequency and call distribution
• Agent performance by caller type

Definitions

• New Caller: A person calling your business for the first time via any tracked number.
• Returning Caller: Someone who has called before using the same phone number.
• How classification works: MyOperator uses caller ID and your stored call history to decide whether a call is new or returning.

Note: If caller ID is blocked or unavailable, the system may not classify the call and will show it as Unknown where applicable.

Prerequisites

Before you start:

1. You have access to Reports/Analytics in MyOperator.
2. Your numbers are set up as tracked numbers and are receiving calls.
3. You can view caller ID for most calls (subject to the caller’s network settings).
4. Your account has recent data in Call Summary.

Optional but helpful:

• If your plan supports export, ensure you have permission to download reports.

Where to see this in MyOperator

Follow these steps in the web app:

1. Go to Reports (or Analytics).
2. Open Call Summary.
3. In filters, select Caller Type and choose New, Returning, or All.
4. Apply other filters as needed (date range, tracked number, agent, campaign).
5. Review the widgets and tables for the New vs Returning breakdown.

Expected on-screen elements

• A filter or chip labeled Caller Type
• Summary cards showing % New and % Returning
• Tables or charts listing repeat frequency and agent performance by type

What success looks like

• You can isolate calls by New or Returning using the Caller Type filter.
• You can explain your current caller mix (e.g., “40% new, 60% returning for the last 30 days”).
• You can identify trends by campaign, agent, or number (e.g., “Campaign A drives more first‑time callers”).

Examples

Sample interpretation

• If New callers spike after a campaign, your acquisition is working.
• If Returning callers dominate, focus on retention and support quality.
• If one agent excels with New callers, route first‑time calls to that agent.

Sample CSV row (illustrative)

call_id,call_time,caller_number,caller_type,tracked_number,agent_name,outcomec_948201,2025-07-28T11:42:03+05:30,98XXXX1234,New,080-XXXX-0101,Anika Mishra,Connectedc_948317,2025-07-28T12:07:19+05:30,98XXXX1234,Returning,080-XXXX-0101,Rahul Verma,Follow-up Scheduled

Troubleshooting & edge cases

Blocked/Hidden numbers

• If caller ID is Private/Unknown, classification may be Unknown. Consider follow‑up tagging in CRM.

Caller changed numbers

• A customer using a different phone number will appear as New. Encourage customers to verify numbers in your CRM.

Shared devices or switchboards

• Multiple people calling from a shared number (office PBX) will all appear as Returning if the number has called before.

Number porting or ownership changes

• When a number changes hands, initial calls may appear Returning if that number has prior history.

Data freshness

• Recent calls may take a short time to appear in Call Summary, depending on system processing.

Discrepancies with CRM

• If your CRM marks a lead as new but MyOperator shows Returning, check whether the phone number has previous call history.

Escalation

• If the Caller Type filter is missing or results look incorrect, contact your MyOperator admin or Support with example call IDs and timestamps.

FAQ

Does the system consider calls across all tracked numbers?
Yes. A New caller means it is the first time the phone number has called any of your tracked numbers.

What if the caller blocks their caller ID?
Such calls may be labeled Unknown. They are not reliably classed as New or Returning.

Can I download the New vs Returning split?
If your plan supports report export, use Call Summary → Export to download filtered results.

How should agents use this information?
Prepare a first‑contact pitch for New callers. Use context and history for Returning callers to speed resolution and upsell.

Related articles

• Filter and analyze Call Summary data
• Manage tracked numbers and routing
• Add UTM tags to track campaign performance

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