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What exactly do you do for home services companies?

We help home services companies stop losing jobs they already paid to generate. We recover missed calls, after-hours requests, open estimates, and past customers that are currently slipping through and turn more of them into booked work.

What counts as an interaction on Google Business Profile?

Google describes Interactions as "a summary of all your total interactions". It doesn't publish how the total is built.

Why doesn't my Calls number match my phone records?

Google counts Calls as clicks on your profile's call button. Our reading: that isn't the same as completed calls, and it misses anyone who dials by hand. Google doesn't say how it handles repeat clicks or spam.

Do Google Business Profile numbers include Google Ads?

Yes. Google says Performance data comes "from both organic search results and Google Ads".

Why is my Bookings number empty?

Google says that to get Bookings data, "your bookings must be managed through a booking provider".

How far back can I see Business Profile data in Google Analytics?

Google Analytics Help says Business Profile metrics "are available for the last 6 months," and Analytics reports "can only display data within this period". That's an Analytics limit, not one Google states for the profile.

Is Google changing the Business Profile Performance report?

Maybe. Search Engine Roundtable reported on Oct. 23, 2026, that Google is testing a revamped performance report. Google hasn't announced it. Unverified.

Google Business Profile Calls Aren't Customers

Q: Does a "Call" on Google Business Profile mean someone actually called me?

Not necessarily. Google counts "the number of times a customer clicked on the call button on your Business Profile". It doesn't say the call went through, so check your phone log.

Q: Can I see who called my business from Google Business Profile?

No. As of July 31, 2024, Google says call history is "no longer available in your Business Profile". Your phone system or CRM has that.

Google's Calls number counts clicks on your call button, not customers. Here's how electricians, plumbers and HVAC shops should read it.

By Reid Casey · Last checked: Oct. 27, 2026, 3:35 AM ET, against Google Business Profile Help and Google Analytics Help.

Short answer: Google Business Profile defines Calls as "the number of times a customer clicked on the call button on your Business Profile" (Google). That's a count of clicks, not customers. And as of July 31, 2024, call history is "no longer available in your Business Profile" (Google), so your own phone log has to fill the gap.

In Google Business Profile, "Interactions" is the total Google shows for actions people take on your profile (Google calls it "a summary of all your total interactions"), and its parts, like Calls, count clicks and requests, not customers.

Key takeaways
Calls, Directions and Website clicks are clicks and requests, not jobs (Google).
The numbers mix organic and Google Ads activity (Google).
The profile no longer shows call history (Google), so your phone log or CRM is the record of who called.

What do the numbers on your Business Profile Performance page count?

They count how people find your profile and what they do on it. Google says Performance data "includes views, searches, and actions from both organic search results and Google Ads" (Google). Each action is a click or request on Search or Maps. None of them counts customers.

Only verified profiles get the data, and "Only metrics that apply to your business appear" (Google).

What does "Calls" count on Google Business Profile?

Google's definition is short: "The number of times a customer clicked on the call button on your Business Profile. Add your phone number to track this metric" (Google). It counts clicks on one button. It doesn't say the call went through.

Our reading, not Google's words: a Call is a tap, not a connected call. Say a homeowner with no heat hits your call button late on a Saturday, then hangs up before it connects. By Google's definition, that click still counts as a Call.

What do Directions, Website clicks and Bookings count?

Google defines Directions as "How many people asked for directions to your business," Website clicks as "The number of times people clicked on the website link on your Business Profile," and Bookings as "The number of bookings people completed" (Google). Each is a request or a click, not a job.

Google says it counts "unique directions requests," adjusted for multiple taps, cancellations and spam (Google). You drive to the customer, so a Directions request may just mean someone checked how far away you are (our reading). If you book by phone with no booking provider, expect Bookings to sit empty (our reading).

What are Interactions, and why don't they equal customers?

Interactions is Google's total for actions people take on your profile, "a summary of all your total interactions." Its parts count clicks and requests, not customers, and Google doesn't publish how the total is built (Google).

One person can tap Call, get directions and open your site. Several interactions, maybe no job.

Illustrative example (made-up numbers, not a real shop)
The Performance page for one month shows 300 Interactions: 120 Calls, 90 Website clicks, 80 Directions, 10 Messages and 0 Bookings. Those parts add up to 300, but that sum is our inference, since Google doesn't publish the formula. The shop's own phone system logged 70 answered calls from new customers that month. The two measure different things, so a gap is normal (our reading), and neither one counts booked jobs.

Why can't you see who called from your Business Profile?

"As of July 31, 2024, the chat and call history features are no longer available in your Business Profile," Google says, and you won't be able to "find customer call history from your Business Profile" (Google). You'll still "continue to receive calls from your Business Profile and track other engagement metrics."

Google says the call button uses "the merchant's supplied phone number" instead of a Google forwarding number (Google), so your phone system or CRM is where you'll see who called and whether anyone picked up.

Do your Business Profile numbers include Google Ads?

Yes. Google says Performance data "includes views, searches, and actions from both organic search results and Google Ads" (Google). If you run Google Ads, some of those clicks may come from ads. Google's help page doesn't describe a way to split them.

Before you read a jump in Calls as word of mouth, ask whoever runs your ads what changed. TechStackRx isn't running your ads, but we work with partners who do if you'd rather hand it off.

How do you tie Business Profile numbers to real jobs?

Compare the profile's numbers with your own call log for the same dates, and link Google Analytics. Google says linking shares "interactions, website clicks, calls, directions, messages, bookings, and menu clicks," and that "aggregated data is being shared" (Google). In Analytics, Business Profile metrics "are available for the last 6 months" (Google Analytics Help).

That limit is for reports inside Google Analytics, which "can only display data within this period" (Google Analytics Help). Google's Performance help page doesn't state one for the profile itself (Google).

Then tag each new call's source in your CRM and check the Calls trend against booked work each month (our suggestion).

Reid's take

I'd read Calls as a count of button clicks, not a count of jobs, because that's how Google defines it. Since July 31, 2024, the profile doesn't show who called, so your own call log is the record. Use the profile for the trend and your log for the truth.

What to do this week

What should you do this week? Four steps, each tied to a Google Help page.

Read Performance with Google's definitions open. Go to your Business Profile, click Performance, pick a time period and click Apply (Google). Read Calls as clicks, not customers.
Confirm your phone number is on the profile. Google says "Add your phone number to track this metric" (Google), and recommends adding one if "the number is hidden" (Google).
Link Google Analytics. In Analytics, go to Admin, then Product links, then Google Business Profile links, and click Link. You need the Editor or Administrator role on the Analytics property and Owner or Manager on the profile (Google; Google Analytics Help).
Log every inbound call yourself. The profile no longer shows call history, so record who called, when, and whether you answered. TechStackRx sets up CRM and lead follow-up for home-service shops if you want that handled.

Menus move. Check each click path against the live help page first.

What we don't know yet

A reported redesign. Search Engine Roundtable reported on Oct. 23, 2026, that "Google is testing a completely revamped performance report section" (Search Engine Roundtable). Its author wrote, "I personally do not see this yet." Google hasn't announced it. Unverified.
Calls that don't connect. Google doesn't say whether a click counts when the call never goes through, or how repeat clicks or spam are handled (Google).
How Interactions is totaled. Google doesn't say. Our example's sum is an inference.

See where it's leaking → · about 3 minutes

Related on TechStackRx

Caveats and methodology

How we checked: we read the Google Business Profile Help and Google Analytics Help pages listed under Sources live on Oct. 27, 2026, at 3:35 AM ET. Click paths get re-read on publish day.
Fact vs. opinion: "our reading," "our suggestion," the example and the steps are ours, not Google's.
We sell, too. TechStackRx sells lead follow-up automation, 24/7 voice agents and CRM setup for home-service businesses.

Sources

Google Business Profile Help, "Understand your Business Profile performance & insights." Google Business Profile Help 9918094. Accessed Oct. 27, 2026, 3:35 AM ET.
Google Business Profile Help, "Changes to Google Business Profile chat and call history." Google Business Profile Help 14919056. Accessed Oct. 27, 2026, 3:35 AM ET (14919062 redirects here; same text read at 3:35 AM ET).
Google Business Profile Help, "Connect your Business Profile to Google Analytics." Google Business Profile Help 16987554. Accessed Oct. 27, 2026, 3:35 AM ET.
Google Analytics Help, "Connect Google Business Profile (GBP) to Google Analytics." Google Analytics Help 16930347. Accessed Oct. 27, 2026, 3:35 AM ET.
Search Engine Roundtable (Barry Schwartz), "Google Business Profiles Tests New Advanced Performance Reports," Oct. 23, 2026. Search Engine Roundtable, Oct. 23, 2026. Accessed Oct. 27, 2026, 3:35 AM ET.

Google Counts Taps, Not Customers: What Your Business Profile Numbers Really Mean