Call statistics
Dealership service call statistics: when calls arrive and what they become.
Of 36,070 calls that reached Cleo in 30 days, 92.7% arrived Monday to Saturday between 7 am and 6 pm and 15.9% ended as a booked appointment. Every figure shows its window, sample and definition.
The data
When dealership calls arrive, and what they become.
Share of the 36,070 calls by hour of the local day
Monday to Saturday by hour, and all of Sunday, Sept 22 to Oct 21, 2026. Blue bars are Monday to Saturday, 7 am to 6 pm (92.7% of calls); grey bars are outside those hours (7.3%).
Show the hour-by-hour numbers
| Local hour starting | Calls | Share of 36,070 calls |
|---|---|---|
| 12 am, Monday to Saturday | 25 | 0.1% |
| 1 am, Monday to Saturday | 12 | 0% |
| 2 am, Monday to Saturday | 13 | 0% |
| 3 am, Monday to Saturday | 9 | 0% |
| 4 am, Monday to Saturday | 10 | 0% |
| 5 am, Monday to Saturday | 47 | 0.1% |
| 6 am, Monday to Saturday | 217 | 0.6% |
| 7 am, Monday to Saturday | 1,221 | 3.4% |
| 8 am, Monday to Saturday | 2,439 | 6.8% |
| 9 am, Monday to Saturday | 3,390 | 9.4% |
| 10 am, Monday to Saturday | 3,595 | 10% |
| 11 am, Monday to Saturday | 3,407 | 9.4% |
| 12 pm, Monday to Saturday | 3,524 | 9.8% |
| 1 pm, Monday to Saturday | 3,652 | 10.1% |
| 2 pm, Monday to Saturday | 3,417 | 9.5% |
| 3 pm, Monday to Saturday | 3,398 | 9.4% |
| 4 pm, Monday to Saturday | 3,321 | 9.2% |
| 5 pm, Monday to Saturday | 2,090 | 5.8% |
| 6 pm, Monday to Saturday | 774 | 2.1% |
| 7 pm, Monday to Saturday | 251 | 0.7% |
| 8 pm, Monday to Saturday | 111 | 0.3% |
| 9 pm, Monday to Saturday | 51 | 0.1% |
| 10 pm, Monday to Saturday | 23 | 0.1% |
| 11 pm, Monday to Saturday | 20 | 0.1% |
| Sunday, all day | 1,053 | 2.9% |
When calls arrive
36,070 inbound calls that reached Cleo, from midnight Sept 22 to 6 pm Oct 21, 2026, each line on its own local clock.
| Statistic | Value | Window | Sample | Definition |
|---|---|---|---|---|
| Calls arriving Monday to Saturday, 7 am to 6 pm | 92.7% | Sept 22 to Oct 21, 2026 | 36,070 inbound calls that reached Cleo | 33,454 calls. Each line’s own local clock. Calls at dealership phone lines with more than 20 inbound calls in the 30 days to 6 pm Pacific Oct 21, 2026; demo, test and deleted calls excluded. |
| Calls arriving outside those hours | 7.3% | Sept 22 to Oct 21, 2026 | 36,070 inbound calls that reached Cleo | 2,616 calls: before 7 am, after 6 pm, or any time on Sunday. A clock window, not each dealership’s own opening hours. |
| Calls arriving after 6 pm, Monday to Saturday | 3.4% | Sept 22 to Oct 21, 2026 | 36,070 inbound calls that reached Cleo | 1,230 calls. |
| Calls arriving on Sunday | 2.9% | Sept 22 to Oct 21, 2026 | 36,070 inbound calls that reached Cleo | 1,053 calls, any hour. |
| Calls arriving before 7 am, Monday to Saturday | 0.9% | Sept 22 to Oct 21, 2026 | 36,070 inbound calls that reached Cleo | 333 calls. |
| Calls in each single hour from 9 am to 5 pm, Monday to Saturday | 9.2% to 10.1% | Sept 22 to Oct 21, 2026 | 36,070 inbound calls that reached Cleo | Eight one-hour slots, each as a share of all 36,070 calls. The busiest slot starts at 1 pm (10.1%, 3,652 calls). |
What calls ended as
One call-log activity per call, same 36,070 calls, Sept 22 to Oct 21, 2026.
| Statistic | Value | Window | Sample | Definition |
|---|---|---|---|---|
| Calls that ended as a booked appointment (booking-outcome calls) | 15.9% | Sept 22 to Oct 21, 2026 | 36,070 inbound calls that reached Cleo | 5,740 calls whose logged activity is a scheduled appointment. Not a completed appointment and not revenue. |
| Calls transferred to dealership staff | 22.9% | Sept 22 to Oct 21, 2026 | 36,070 inbound calls that reached Cleo | 8,278 calls. |
| Calls that ended with a message for staff | 15.0% | Sept 22 to Oct 21, 2026 | 36,070 inbound calls that reached Cleo | 5,405 calls. |
| Calls that ended with a question answered | 7.2% | Sept 22 to Oct 21, 2026 | 36,070 inbound calls that reached Cleo | 2,612 calls logged as asked questions. |
| Calls that were a status check | 6.7% | Sept 22 to Oct 21, 2026 | 36,070 inbound calls that reached Cleo | 2,429 calls. |
| Calls that changed or canceled an appointment | 2.8% | Sept 22 to Oct 21, 2026 | 36,070 inbound calls that reached Cleo | 1,022 calls: 688 updated and 334 canceled. |
| Calls that ordered, changed or canceled a parts order | 0.4% | Sept 22 to Oct 21, 2026 | 36,070 inbound calls that reached Cleo | 148 calls. |
| Calls with no activity recorded | 28.9% | Sept 22 to Oct 21, 2026 | 36,070 inbound calls that reached Cleo | 10,436 calls where the call log holds no activity. |
| Booking-outcome share of calls arriving outside Monday to Saturday, 7 am to 6 pm | 15.1% | Sept 22 to Oct 21, 2026 | 2,616 calls outside those hours | 396 of 2,616 calls ended as a booked appointment. |
| Booking-outcome share of calls arriving Monday to Saturday, 7 am to 6 pm | 16.0% | Sept 22 to Oct 21, 2026 | 33,454 calls inside those hours | 5,344 of 33,454 calls ended as a booked appointment. |
Which department the call was about
Department tagged on the call record, same 36,070 calls, Sept 22 to Oct 21, 2026.
| Statistic | Value | Window | Sample | Definition |
|---|---|---|---|---|
| Calls tagged Service | 70.8% | Sept 22 to Oct 21, 2026 | 36,070 inbound calls that reached Cleo | 25,539 calls. |
| Calls tagged Parts | 6.3% | Sept 22 to Oct 21, 2026 | 36,070 inbound calls that reached Cleo | 2,270 calls. |
| Calls tagged Sales, New Cars or Used Cars | 3.3% | Sept 22 to Oct 21, 2026 | 36,070 inbound calls that reached Cleo | 1,177 calls. |
| Calls tagged Finance | 1.3% | Sept 22 to Oct 21, 2026 | 36,070 inbound calls that reached Cleo | 463 calls. |
| Calls with no department recorded | 18.3% | Sept 22 to Oct 21, 2026 | 36,070 inbound calls that reached Cleo | 6,597 calls. Smaller departments are not listed, so shares do not add to 100%. |
Dashboard totals
Cleo dealer-dashboard definitions. Calls and appointments are separate counts and are not combined with the call-log counts above.
| Statistic | Value | Window | Sample | Definition |
|---|---|---|---|---|
| Calls answered | 32,323 | Sept 21 to Oct 20, 2026 | Dealership phone lines with more than 20 inbound calls in the window | Calls Cleo answered, as the dealer dashboard counts them, each dealership on its own local clock. A narrower definition than calls that reached Cleo. |
| Appointments booked | 5,916 | Sept 21 to Oct 20, 2026 | Same dealership phone lines | 5,881 by phone and 35 by text. Appointments are not a share of calls answered. |
| Appointments booked while the service department was closed | 496 (8.4%) | Sept 21 to Oct 20, 2026 | 5,916 appointments booked | Closed means outside the service hours set in Cleo. More than 9 in 10 appointments were booked while the store was open. |
Two dealerships, as published
Figures from Cleo case studies. Each keeps its own window and definition.
| Statistic | Value | Window | Sample | Definition |
|---|---|---|---|---|
| Stevens Creek Subaru: inbound calls answered | 1,678 | Sept 21 to Oct 20, 2026 | One dealership, inbound calls | Midnight to midnight Pacific time. Test, archived and deleted calls excluded. |
| Stevens Creek Subaru: booking-outcome calls | 447 (26.6%) | Sept 21 to Oct 20, 2026 | 1,678 calls answered | Calls that ended as a scheduled appointment in Cleo’s call log; 445 of the 447 were for the service department. Not a completed appointment and not revenue. |
| Stevens Creek Subaru: booked while the service department was closed | 30 (6.7%) | Sept 21 to Oct 20, 2026 | 447 booking-outcome calls | Closed means outside the service department hours set in Cleo. |
| El Cerrito Honda: calls answered | 633 | 30 days, captured Sept 26, 2026 | One dealership; sales, service and parts calls | Cleo dashboard, rolling 30-day view, as the case study reports it. |
| El Cerrito Honda: appointments booked | 112 | 30 days, captured Sept 26, 2026 | Same dealership | Appointments and calls answered are separate counts. |
| El Cerrito Honda: booked while the dealership was closed | 34 (30.4%) | 30 days, captured Sept 26, 2026 | 112 appointments booked | Appointments booked while the dealership was closed, as the case study reports them. |
Aggregate counts from Cleo’s call log and dealer dashboard. No caller, dealership or phone number is named. These cover calls that reached Cleo, not every call a dealership receives, and are not a promise of your results.
One dealership, in detail
What answered calls became at Stevens Creek Subaru.
1,678
Calls Cleo answered at Stevens Creek Subaru, Sept 21 to Oct 20, 2026
447
Of those calls ended as a booked appointment (booking-outcome calls)
30
Of those appointments were booked while the service department was closed
A booking-outcome call is a call that ended as a scheduled appointment in Cleo’s call log. It is not a completed appointment and it is not revenue: Cleo does not report whether customers arrived or what work was paid for. Booked appointments and transfers are separate outcomes, not a breakdown of the answered calls. These are one dealership’s results, not a promise of yours.
El Cerrito Honda, in a separate 30 days: 633 calls answered and 112 appointments booked, 34 of them while the dealership was closed.
El Cerrito Honda case study, Cleo dashboard, rolling 30 days captured September 26, 2026
Methods
How these numbers were measured.
01 · Sample and window
Timing, outcome and department figures cover 36,070 inbound calls that reached Cleo at dealership phone lines with more than 20 inbound calls in the 30 days to 6 pm Pacific Oct 21, 2026, from midnight Sept 22 to 6 pm Oct 21, 2026, each line on its own local clock. Demo and test accounts, internal test calls and deleted calls are excluded. Counts come from a read-only query of Cleo’s call log, and only totals are published.
02 · Definitions
A booking-outcome call is a call whose logged activity is a scheduled appointment. It is not a completed appointment or revenue. The call log records one activity per call, and “no activity recorded” means none was logged. Department is the tag on the call record. “Closed” means outside the service hours set in Cleo; “outside hours” in the timing figures is a fixed clock window.
03 · What they do not show
They cover only calls that reach Cleo, which depends on how each dealership routes calls: Cleo first, after a few rings, or after hours only. They are not all calls to a dealership, not a missed-call rate and not an industry benchmark. Dashboard totals use a different definition and a one-day-different window, so they are never combined with call-log counts.
Windows differ by source on purpose. Each statistic in the tables states its own window, sample and definition.
Using these numbers
How to cite and compare.
Cite the figure with its label
Quote a number together with its window and sample, for example: “Of 36,070 calls that reached Cleo from Sept 22 to Oct 21, 2026, 92.7% arrived Monday to Saturday, 7 am to 6 pm.” Please link to this page when you cite it.
Compare shares, not totals
Pull inbound calls by hour from your own phone system for the same weeks, and count calls that ended as a booked appointment in your scheduler. Compare shares of calls, because your call volume and routing differ from the dealerships here.
To see how Cleo would answer your service calls and book appointments for your dealership, book a 30-minute demo.
FAQ
Still have questions?
When do dealership service calls come in?
In Cleo’s data, 92.7% of the 36,070 calls that reached Cleo from Sept 22 to Oct 21, 2026 arrived Monday to Saturday between 7 am and 6 pm local time. Within 9 am to 5 pm, each hour held 9.2% to 10.1% of calls, with no single midday peak. 7.3% arrived outside those hours: 3.4% after 6 pm, 2.9% on Sunday and 0.9% before 7 am. These are calls that reached Cleo, not every call a dealership receives.
What share of dealership calls come outside business hours?
What share of dealership calls end as a booked appointment?
What do callers to dealership service lines need?
Contact
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