Why do I see discrepancies in call volume across different reporting platforms?

The Delacon portal, and specifically the call log, will show you ALL data we collect for each call. It is the most comprehensive reporting for Delacon calls. 

Our Delacon built Data Studio reports are based on the Delacon call log. Based on your requirements, the report might show all call data or just information most important to you. 

With the Delacon Google Analytics integration, we push Delacon call data into GA4 into one default event named calltracking. This event will capture all calls based on the mapped services and the reporting of the event in GA4 should match the Delacon reporting with a variance of +/- 3%. Please note, to only compare call volume for service IDs that have been mapped to GA. You can find the Delacon call event under Reports > Engagement > Events.

Custom events

Unlike the default calltracking event, any custom events created via audiences might only convert on a specific sub-set of calls. Please check the custom event setup to understand which calls might be captured.

Please review this guide under "Step Four – Creating key events" for guidance on how to create and review custom events. 

Furthermore, Google Analytics applies their own rules on repeat callers/sessions. While the default  calltracking event will show a conversion for every call including repeat callers, the user figure will not incorporate repeat call events. Furthermore, any custom event will be based on the user figure rather than the total events, ie excluding repeat events. For more info, review the FAQ section of the GA4 guide.

GA key event conversions against ad campaigns

Delacon calls will only be matched against your Ad campaigns in GA if a Google Click ID (GCLID) is available for the call. This will only apply to website calls from a google paid source.

Calls to call extension numbers will not be matched against campaigns as the GCLID is not available for these calls at the time of push into GA. 

Google Ads (via conversion upload)

If you use Delacon Adwords conversion upload feature, Delacon will upload conversions against the tracker, that resulted from:

• calls from web pages shown as a result of google ad clicks (gclid)
• calls from Call Extension numbers on the mobile phones or desktop

The prerequisite of a successful match is a valid Google Click ID (gclid) (for website) or Google Call Reporting call record (for call extension) associated with the Adwords account that conversions are uploaded to. 

Google Ads (via GA4 import)

When importing a key event from GA4 into Adwords, it will only register conversions for calls generated by a Google paid referral to the website. 

While Delacon is presenting all call data to CM, it will only match on calls from google paid sources with a valid GCLID or a valid CM cookie ID. This means that in most cases call volume in the Delacon portal will not match the conversions against CM floodlights.  

In order to compare call volume in CM and the Delacon portal, you will need to filter out all calls from non-google paid sources.

Delacon Support can assist in verifying that all possible data is matched in Campaign Manager.

Calls can only be matched to floodlights in SA360 when coming via number used as Google Adwords Call Extension and where Delacon has captured impression data. For this purpose, you will need to ensure that the Google Ads (AdWords) Call Extension Integration has been completed correctly.

Calls from call extension where Delacon has successfully captured impression data will be classed with source/medium = google / callext in the Delacon reporting. 

Delacon Support can assist in verifying that all possible data is matched in Search Ads 360.

Delacon will push every call into Salesforce. Based on the integration type you have chosen, a call will:

• create a new lead for every call, or
• be assigned to existing accounts, contacts and leads (in that order).

You can create reports within Salesforce to show all calls received via a Delacon tracking number. 

With the Delacon Google Analytics integration, we push Delacon call data into GA into four event categories: calltracking, repeat, offline and callext. The reporting in these 4 event categories should match the Delacon reporting with a variance of +/- 3%. Please note, to only compare call volume for CIDs that have been mapped to GA. You can find the Delacon call events under Behaviour > Events > Overview.

GA views

If any of the 4 call events are missing, please check whether the GA view that you are using does not filter out certain data. 

GA Goals

Unlike the events, your goal might only convert on specific calls and might therefore not match the Delacon reporting. Please check the goal setup to understand which calls might be captured.

Please review this guide for event goals based on duration. 

Please review this guide for more customised goals including destination goals. 

Furthermore, Google Analytics applies their own rules on repeat callers/sessions. This means that calls categorised in the repeat call event might not always trigger a new goal conversion but instead are linked to an existing user session within GA.

GA goal conversions against ad campaigns

Delacon calls will only be matched against your Ad campaigns in GA if a Google Click ID (GCLID) is available for the call. This will only apply to website calls from a google paid source.

Calls to call extension numbers will not be matched against campaigns as the GCLID is not available for these calls at the time of push into GA.