Introduction
Delacon has several methods for transferring BigQuery data to customers. The option that you select is based on your needs and your level of familiarity with BigQuery.
The options available, in order of complexity from least complex to most complex, are as follows:
- Option 1: Share BigQuery data source via Data Studio
- Option 2: Share Delacon Call data by adding viewer access in the existing Delacon project
- Option 3: Transfer Delacon Call raw data to BigQuery via allowing editor access in the new project
You can speak to your Account Manager to determine the best option for you. Alternatively, you can contact our support team at support@delaconcorp.com.
Option 1: Share BigQuery data source via Data Studio
This option is only available for customers who use Google Data Studio to visualise their data. If you use other data visualisation services, Option 2 or Option 3 are more appropriate.
For this option, Delacon will share formatted data with the customer that is then integrated directly with Google Data Studio. Customers can then build their own reports using that data, choosing from the fields listed below. Customers are not required to have their own BigQuery account.
There are two types of access available:
- Can view. Customers can view and use the available dimension or metrics. Customers will be able to see the data that we provide, but will not be able to modify fields, including names or the way the data is categorised.
- Can edit. The customer can edit fields or create their own fields in Data Studio, allowing them to add new metrics themselves.
Required: Please provide your Google account email ID to insights@delaconcorp.com so access can be granted
The following fields are available:
| Field name | Type | Description |
|---|---|---|
| masterid | STRING |
Master Id |
| companyid | STRING |
Company ID (only if cids is specified) |
| forwardingNumber | STRING |
The Delacon Tracking number dialed by the caller |
| callCenterNumber | STRING |
Termination number which Delacon transfers the calls to |
| callStartTime | TIMESTAMP |
The UTC time the call started (Inbound call start time) |
| callYear | INTEGER |
The local call started time in year format |
| callMonth | INTEGER |
The local call started time in month format |
| callDayOfWeek | INTEGER |
The local call started time in day of week format |
| callWeek | INTEGER |
The local call started time in week format |
| callDate | DATE |
The local call started time in date format |
|
callHour |
INTEGER |
The local call started time in hour format |
| lifetimeCallsMade | INTEGER | A count of how many times an individual caller has called |
| lifetimeCallsAnswered | INTEGER | A count of how many times an individual's call was answered |
| callId | STRING | A unique key that can be used to represent the call in Delacon server. E.g. 12345 |
| callSequenceNumber | INTEGER | For any caller ID that has called more than once, the position of the call in the sequence of calls from that ID. |
| callDurationSec | INTEGER | Duration of call in seconds |
| callDurationMin | INTEGER |
Duration of call in minutes |
| Dtmf | STRING | Dtmf dual tone frequency signal that a customer keys in via IVR (string) e.g 1 |
| RecordingURL | STRING | The URL that can download the recording file (only if showrecurl is specified) |
| DealerId | STRING | The Delacon Tracking number dialed by the caller |
| DealerName | STRING | The defined name of the CID called |
| DealerCategory | STRING |
The defined category of the CID called |
| websiteReferral | STRING |
the referral URL of the caller; i.e. what page the caller came from before they landed on your website example: google.com |
| landingPage | STRING |
The webpage the caller first landed on. |
| searchEngine | STRING |
online source used by caller e.g. Google, Yahoo, Bing etc. (if known or applicable). |
| campaign | STRING |
Captures the campaign from the AdWords ad that a caller clicked on. |
| keyword | STRING |
The keyword - if known - that the customer used to land on a website |
| keywordType | STRING |
Whether the search made by the caller was free, paid, call ext, etc. (if known or applicable). |
| callPage | STRING |
last page the caller saw prior to call |
| deviceType | STRING |
The device type the caller used. |
| callingDeviceType | STRING |
The device type the caller dialled from. For example, landline or mobile |
| DeviceUsed | STRING |
The device the caller used. |
| BrowserType | STRING |
web browser type e.g. Chrome, Firefox, etc. |
| UserISP | STRING |
Caller’s Internet Service Provider. |
| State | STRING |
State from where the call initiated |
| City | STRING |
City from where the call initiated |
| callResult | STRING |
Indicates how the call ended, e.g. Answered, No answer |
| isAnswered | INTEGER |
Indicates the answered call ended |
| isNotAnswered | INTEGER |
Indicates the unanswered call ended |
| isBusy | INTEGER |
Indicates the busy call ended |
| isIVR | INTEGER |
Indicates the call involved IVR |
| callFromLandingPage | INTEGER |
The webpage the caller first landed on. |
| Dtmfdescription | STRING |
Description of Dtmf e.g. 1 for sales, 2 for account, 3 for support |
| CallDurationGrouping | STRING |
The duration category. For example, the call duration is between 1 and 2 minutes. |
| RepeatCalls | STRING |
Indicates a repeat or unique call |
Option 2: Share Delacon Call data by adding viewer access in the existing Delacon project
This option is for Google Big Query users who want to build their blended data source with available Delacon call datasets. Delacon will share the Data Viewer access at a dataset level. Customers can choose to receive the fields listed above in option 1 (formatted data), or below in option 3 (raw data).
Once connected, the user will have a project named “delacon” in their BigQuery account – this name cannot be changed. The customer can combine their own datasets with Delacon datasets, or connect it from BigQuery to other data visualisation platforms. Customers cannot modify the data; they can only view the data and use it in their own data visualisation.
If you would like to use this option, please contact your Account Manager, or get in touch with our support team at support@delaconcorp.com.
Option 3: Transfer Delacon Call raw data to BigQuery by allowing editor access in the new project*
This option is the most customisable from a customer point of view. Delacon will provide a feed of the raw data that the customer can then use in their own BigQuery instance. This option is only recommended for customers who are familiar with development in BigQuery.
To activate the transfer of raw data, complete the following steps:
1. Find a BigQuery Project ID you want to use for call data transfer
a. you can find project ID in GCP Console > Dashboard > Project Info
b. If you don’t have a project, create a “New Project” project dropdown menu
2. Add a Service Account to your BigQuery project
a. go to GCP Console > IAM & Admin
b. add BigQuery Data Editor role for sv-router-syd@appspot.gserviceaccount.com
3. Send BigQuery Project ID and desired Delacon MIDs to your Delacon account team
Locating your BigQuery Project ID
Adding a service account
Once the integration has been completed the following fields will be sent to BigQuery for each call.
| Field Name | Description of data |
|---|---|
| eventType | type of event e.g. DELACON_CALL_COMPLETED refers to phone call |
| callStartTime | The time the call started (Inbound call start time) |
| callId | A unique key that can be used to represent the call in Delacon server. E.g. 12345 |
| gaClientId | Requests the Google Analytics Client ID captured for the session. |
| IncomingCallNumber | Caller ID or Caller phone number |
| Account.MasterID | Master Id |
| Account.CompanyID | Company ID (only if cids is specified) |
| Call.Dtmf | Dtmf dual tone frequency signal that a customer keys in via IVR (string) e.g 1 |
| Call.DtmfDescription | Description of Dtmf e.g. 1 for sales, 2 for account, 3 for support |
| Call.Result | Indicates how the call ended, e.g. Normal is Answered, No answer |
| Call.Duration | Duration of call |
| Call.Duration1300 | Duration of call, commencing from pick up by 1300 number (if applicable) |
| Call.VoiceMailLeft | Indicates whether the caller left a voice mail |
| Call.RecordingURL | The URL that can download the recording file (only if showrecurl is specified) |
| Call.DealerId | The Delacon Tracking number dialed by the caller |
| Call.DealerName | The defined name of the CID called |
| Call.DealerCategory | The defined category of the CID called |
| Call.Converted | If the session resulted in a call (when the caller is on your website and the CID is integrated into Google Analytics. |
| Call.TransferredNumber | Termination number which Delacon transfers the calls to |
| Call.Exchange | the exchange or suburb from where the call initiated |
| Call.CallPage | last page the caller saw prior to call |
| user.City | City from where the call initiated |
| user.State | State from where the call initiated |
| user.Number1300 | The Delacon Tracking number dialed by the caller |
| user.SearchEngine | online source used by caller e.g. Google, Yahoo, Bing etc. (if known or applicable). |
| user.Type | Whether the search made by the caller was free, paid, call ext, etc (if known or applicable). |
| user.Keyword | The keyword - if known - that the customer used to land on a website |
| user.DeviceUsed | The device the caller used. |
| user.UserISP | Caller’s Internet Service Provider. |
| user.UserIPAddress | Caller’s IP Address |
| user.WebsiteLandingPage | The webpage the caller first landed on. |
| user.BrowserType | web browser type e.g. chrome, firefox, etc |
| user.WebsiteReferral | the referral URL of the caller; i.e. what page the caller came from before they landed on your website example: google.com |
| other.SurveyOutcome | Post call sales amount entered by operator (if applicable). |
| other.SurveySalesAmount | Post call outcome survey entered by operator (if applicable). |
| other.CallFeedbackOutcome | Post call outcome survey entered by operator (if applicable). |
| other.CallFeedbackSaleOutcome | Post call sales amount entered by operator (if applicable). |
| other.CookieID247 | Shows the 247 Cookie (if applicable). |
| other.Type247 | Shows the time of the 247 Cookie (if applicable). |
| other.SignalId | Display’s Signal’s unique ID number (if applicable). |
| other.AdditionalBrowsingDetails | not required, please ignore |
| other.CustomerIntent | Displays customised summary of caller’s intent (if applicable). |
| other.Campaign | Captures the campaign from the AdWords ad that a caller clicked on. |
| MessageID | BigQuery creates unique message id for each callid or call |
| PublishTime | The time BigQuery received call event and saved it to BigQuery |
| SavingTime | The time BigQuery received call event and saved it to BigQuery |
| Headers | not required, please ignore |
*Delacon may send a customer’s data to Delacon’s own BigQuery account, and from there send it on to the customer’s BigQuery account. Alternatively, we may send the data directly to the customer’s BigQuery account, however this type of integration requires the prior approval of Delacon’s technical team. They will review your requirements to determine the best way to proceed. Please note that it will be completely up to our technical team to decide whether it is appropriate to integrate directly with a customer’s BigQuery account.
If you are a customer of Delacon and wish to activate this feature, please ask your account manager to send the following information: Big Query Authorisation
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