Introduction
GA4 is the latest version of Google Analytics which has been redesigned from the ground up to accomodate detailed analysis of the performance of your website and apps. If you are new to GA4 and need to get started please visit the Google Analytics 4 support page, the integration steps below assume that your website and Analytics account setup are already complete.
To integrate your Delacon services with the previous version of Google Analytics (Universal Analytics) please click here.
Setup
To integrate your Delacon services with GA4 you will need:
-Administrator access to your GA4 property
-Access to Delacon portal integrations
Step One – Obtain your GA4 Measurement ID and API secret
Log into Google Analytics as an administrator and select the relevant GA4 property. GA4 properties will be numbers only, and Universal Analytics will be in the UA-xxxxxx-x format.
In the left-hand sidebar, select Admin
Under the Property column, select Data Streams
Select the displayed Data Steam
The Measurement ID will be found in the top right of the page. Copy and save this as it will be needed later.
Scroll to Additional Settings at the bottom of the page, then select Measurement Protocol API secrets. This option will only be available if you have administrator privileges, and you will only be able to continue with the integration if you have access to this menu.
Click Create
Add an appropriate nickname such as “Delacon integration” so the purpose of the API Secret is clear and does not get deleted inadvertently in the future, then click Create
Copy and save the Secret value as it will be needed later.
Step Two – Create mappings in the Delacon portal
Log into the Delacon portal and navigate to Configuration > Integrations > Google Analytics (or click here)
Select New Integration
Select the Service ID(s) you wish to map
Under Basic Settings, choose GA4 Analytics, then Live and Offline Tracking and enter the previously saved Measurement ID and Secret Value. Then click Integrate
Once this has been completed, calls received on the integrated service IDs will begin to be reported in GA4.
Step Three – Custom Dimension/Metric Configuration
Once call data is sent into GA4 there will be a new event available in the GA reporting called calltracking, this can be seen under Engagement > Events:
Associated with the calltracking event are parameters that contain additional information about the details of the call, such as the number dialed and the call result. The following is the full list of available parameters.
Parameter Name |
Description |
Dimension / Metric |
calltracking_ServiceID |
The Delacon service ID number |
Dimension |
calltracking_ServiceName |
The Delacon service name |
Dimension |
calltracking_ServiceCategory |
The Delacon service category |
Dimension |
calltracking_MasterID |
The Delacon master/account ID |
Dimension |
calltracking_CallID |
The unique ID of the particular call |
Dimension |
calltracking_NumberCalled |
The tracking number the caller dialled |
Dimension |
calltracking_AnswerPoint |
The number where the call was answered |
Dimension |
calltracking_CallStartTime |
The epoch timestamp of the call |
Dimension |
calltracking_Duration |
The duration of the call |
Metric (Seconds) |
calltracking_IncomingCallNumber |
The hashed incoming caller number |
Dimension |
calltracking_Result |
Whether the call was answered, not answered or busy |
Dimension |
calltracking_DTMF |
The digits the caller pressed on their device keypad |
Dimension |
calltracking_DTMFDescription |
The text description of the IVR option selected by the caller |
Dimension |
calltracking_EventCategory |
Whether the caller was online, a repeat caller or offline |
Dimension |
calltracking_SearchEngine |
The search engine that the caller used |
Dimension |
calltracking_Type |
The type of search (paid, organic, referral, etc) |
Dimension |
calltracking_Campaign |
The Adwords campaign that generated the call (for Call Extension calls only) |
Dimension |
calltracking_Keyword |
The captured keyword that the user entered in the search engine |
Dimension |
calltracking_PageCalledFrom |
The page the caller was on when they called |
Dimension |
calltracking_ExtraTracking |
Any extra tracking parameters captured |
Dimension |
calltracking_EventLabel |
spare field that allows for some customisation via the event label setup |
Dimension |
Based on your needs you will need to configure some, or all, of these parameters to allow reporting of the call tracking data in Google Analytics.
We recommend completing this step after the first call data has been pushed into GA as it simplifies the mapping process.
In the GA4 property, select Admin in the left-hand sidebar at the bottom.
Select Custom Definitions
Choose whether you are creating a custom dimension or metric (as noted in the parameter list above) then click to create
- Dimensions: Add a relevant description as the Dimension Name, then add (or select, if available) the relevant "calltracking_" parameter in the Event Parameter field. The scope should remain as default (Event). Click Save to create the custom dimension. Repeat these steps for each custom dimension needed.
- Metrics: Add a relevant description as the Metric Name, add (or select, if available) the relevant "calltracking_" parameter in the Event Parameter field, then select the appropriate Unit of Measurement for the parameter being used. The scope should remain as default (Event). Click Save to create the custom metric. Repeat these steps for each custom metric needed.
Once configured the parameters will be available for reporting with the next call when selecting the calltracking event.
Step Four – Creating conversions
In GA4, conversions are equivalent to a goal in previous Google Analytics versions. This can be set against the calltracking event, which will complete a conversion for every call received. To create a conversion for more specific criteria, an Audience Trigger can be configured to create a new custom event.
Conversion Configuration – All calls
Select Admin in the left-hand sidebar at the bottom
Select Conversions
Under Conversion Events select New Conversion Event
Enter calltracking as the event name, then click Save
The calltracking (all calls) conversion event is now configured and can be toggled on or off as needed.
Conversion Creation – Specific Call Criteria (Audience Trigger)
Select Admin in the left-hand sidebar
Select Audiences
Select New Audience
Select Create a custom audience
Here we will determine the conditions for the new Audience. In this example we will create an audience only for calls that are marked as a Sales call through the DTMF Description parameter.
Add a Name then select the calltracking event and then select Add parameter
Select Delacon DTMF Description and under Conditions select Contains and then enter Sales. Click Apply.
Under Audience Trigger click Create New
Add a relevant unique Event name then click Save
Click Save
The new Audience will now be displayed.
To create the conversion event for the new audience follow the steps above under Conversion Configuration – All calls, but replace the calltracking event name with the event name created in the new audience (in this example delacon_sales_call)
Conversion events can be seen within Google Analytics, and can be imported into Google Ads using the instructions found here: https://support.google.com/analytics/answer/10632359
Troubleshooting
1. The Delacon data is not fully/partially appearing in GA4
Google may apply thresholds to the Delacon data. More info can be found here. Thresholds are applied if there is a risk of associating available data to individual people, making it possible to identify the person.
Common reasons for thresholding are:
-
session count/data volume is too low
-
data contains demographic information (identifiable information)
-
the date range is too large to display, eg. 1 year worth data
Solution:
1. Increase the data sample by selecting a longer date range
2. Remove any personally identifiable information from the data
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