Delacon's call tracking product captures web session information for telephone calls to tracking numbers used on a website, if the Delacon call tracking code is deployed. If the number is used for offline channels, eg Google My Business (GMB), Adwords Call Extension, EDM, Print, TV, etc, no web session information will be available for calls from these sources by default.
If the tracking number is used for website tracking, there might still be some instances where web session information is not available.
1. Caller has saved the tracking number
A caller might have saved the tracking number from a previous call and calls the number again without visiting the website again. If the caller calls back within a certain time window, the call will be classed as a repeat call and the original web session will be added to the call. If the caller calls back outside the time window, the call will be classed as an offline call without any web session information.
2. The web session has expired
Delacon allocates a tracking number to each web session for up to 5 minutes from the last user interaction/page load on the website. If no call has been made within that time window the number will be re-allocated and the web session information deleted.
The same applies, if the caller closed the browser window before making the call.
3. Tracking code not deployed
If the Delacon tracking code is not deployed to the website or is not running, no web session information can be captured. Please review this guide on how to deploy the tracking code to your website and how to troubleshoot further.
4. Tracking number has been used offline
The tracking number that was allocated for website tracking might have been used for offline campaigns as well, eg Google My Business (GMB), Adwords Call Extension, EDM, Print, TV, Business Cards, E-mail signatures, etc. In these cases, calls will have no web session information and be reported as offline calls.