This guide is relevant to integrating Google Universal Analytics. To integrate call tracking for Google Analytics 4 (GA4), please click here.
With Delacon’s advanced call tracking solution, you can analyse call tracking data in Delacon’s call reports, Google Analytics and Google AdWords.
By using unique dynamic numbers for each user’s web browsing session, Delacon’s call tracking solution can track the customer journey from the search words they enter into a search engine, the landing page on a website, their navigation around the website and the final page viewed before they call your business. Delacon’s solution considers a call as a conversion.
In this guide, we will discuss:
- How to create a goal for tracking Delacon calls.
- How to add custom dimensions and metrics.
- Setting up and connecting Delacon’s Call Tracking to your Google Analytics account.
For more advanced setup including creating a live call conversion, passing call data from Analytics to AdWords, setting up tracking for eDMs, banners and IVRs and more please see our Delacon and Google Analytics Setup Guide Part 2 - Advanced Configuration and Setup.
Section 1: Create a goal conversion using Event
You must have full administration access to your Google Analytics account.
Note that by creating an event-based goal, this will capture all calls made including when the caller is on the website (online) and when they have closed the browser (offline).
For URL based goals, see our advanced Google Analytics Guide.
1. Setup a custom goal
In your Google Analytics account, select admin and click on goals.
2. Add new goal
Click on the New Goal button.
3. Select custom goal
Select Custom for your goal and click Next Step
4. Goal name and type
Select a name for your goal such as "Delacon Call Tracking". Select Event for the goal type.
5. Goal details
Please only enter duration into Event Action field.
Section 2: Add Custom Dimensions and Metrics
By creating custom dimensions and metrics in Google Analytics that map across to the data captured by our solution you can analyse these dimensions and metrics in Analytics.
Here is the explanation of the Custom Metrics and Custom Dimensions you are able to push to Google Analytics. We highly recommend adding the dimensions marked with a *.
|Call ID*||A unique ID is given to each call for easy identification of individual cells.|
|Service ID||Easy identification of individual Business Name.|
A name can be assigned to each number, which is then displayed in the reports.
For example, you could have Website, Sydney Store, iPhone TV ad, Billboard Ad, etc.
|Service Category*||An industry or category can be added against each number and included in the reporting. For example, you might have 'AdWords' for all AdWords campaigns.|
Match Type indicates when a call is matched or unmatched.
A matched call is when a call is made while the caller is still on the website and the call is matched with that web page session.
An unmatched call is when a call is made from an offline source, such as magazines, newspaper, radio ad or when a caller makes a call using a number displayed on the website, but they are no longer on the website when the call is made.
|Call Status||Captures if the call was answered or not answered.|
|Search Engine||The Search Engine that the caller used to navigate to your website.|
|Type||Indicates whether a call originated from a 'free' or 'paid' click.|
|Survey Type||Captures survey information entered by the agent at the end of the call. For example, if the call resulted in a sale, the agent enters '1'; this will display as '1'.|
|Extra Tracking||If you integrated extra tracking parameters, this information will display here.|
|Landing Page||The page on your website that the caller first landed on.|
|Keywords||The keyword that generated the call.|
|DTMF||Provides the menu prompt responses that the caller entered on their phone keypad when going through the IVR.|
Provides description of menu options selected, i.e. 'Sales', 'Billing', 'Accounts', 'Support', etc.
|Caller||Collects the caller's phone number and converts the digits into hash characters or a UUID-generated random number, depending on customer option, to anonymise the number for privacy purposes.|
|Call Page||The page called from.|
|IVR Prompt||The IVR option selected by the caller (when using Delacon's IVR).|
|CRM Event Object (for Salesforce only)||The Salesforce ID of the object being pushed into Salesforce.|
|CRM Event Date (for Salesforce only)||
The date of the Salesforce report.
|AdWords Campaign||Calls made from Google Call Extensions.|
|Duration||Shows a call's duration in seconds. For example, a 2-minute call would be displayed as '120'.|
|Survey Value||Captures the sales value entered by the agent at the end of the call. For example, if an agent enters 500, representing a value of $500, '500' will be displayed.|
1.Go to Custom Definitions
In Google Analytics, click on Admin → Custom Definitions → Custom Dimensions.
2. New Custom Dimension
Click on new custom dimension
3. Add Custom Dimension
In the name field type Call ID, as the dimension, change the Scope to Session and click Create.
4. Click Done
Click Done to create the custom dimension.
Note: You do not need to copy the below code.
5. Repeat steps
Repeat steps 2 to 4 to add all the custom dimensions you would like to analyse in Google Analytics. The only difference is to add in a different name each time. Be sure to take note of the Index numbers – you’ll need these when configuring the integration in Delacon’s system.
6. Go to Custom Metrics
Once you have your custom dimensions, it’s now time to create your custom metrics. Click on Admin, Custom Definitions and Custom Metrics.
7. New Custom Metric
Click on new custom metric.
8. Add Custom Metric
In the name field type Call Duration and click Create.
9. Click Done
Click Done to create the custom metric.
Note: You do not need to copy the below code.
10. Repeat steps
Repeat steps 2 to 4 to add the other custom metric if you would like to analyse the Survey Value in Google Analytics. The only difference is to add in a different name for Survey Value. Be sure to take note of the Index numbers – you’ll need these when configuring the integration in Delacon’s system.
Section 3: Setting up Google Analytics in Delacon’s System (Required)
1. Log in to your Delacon account and navigate to Configuration → Integrations → Google Analytics
2. Click on ‘New Integration’
3. Select the services/CID you want to map to Google Analytics. Note you can select multiple services at the same time. Then continue with the Integration settings on the right hand side.
4. Integration settings
1. For GA Version - Select "Universal Analytics"
2. For Tracking Type - Select “Live and Offline tracking – (Universal Analytics)” from the drop-down menu.
3. Enter your Google Analytics Profile ID. The Google Analytics Profile ID will display as UA – XXXXX – X. The central numbers refer to your account and the last number refers to the specific property number. More info on where to find your Profile ID, can be found here.
4. Enter the index numbers for each custom dimensions and metric you are using (see section 2 of this guide). You can find the Index Numbers by going to:
- For Custom Metrics: Google Analytics → Admin → Custom Definitions → Custom Metrics; and
- For Custom Dimensions: Google Analytics → Admin → Custom Definitions → Custom Dimensions;
5. Add any custom source and medium parameters for offline calls. These values will appear in the GA source/medium report in lieu of the default setting "not set". More information can be found in this guide.
5. Click on the button at the bottom of the screen to complete the integration. The new mapping will appear on the integration homepage.
Section 4: Advanced Goal Setup Options and Linking your Adwords account to GA
Please follow this guide for more goal setup options including goals based on IVR options or call duration as well as steps for linking your GA account to Adwords in order to import your goal into Adwords.