Calls

If your website's customers frequently call your business to verify information or confirm orders, you can track these calls and link them to those users' actions on your site. In particular, you can find out the number and type of calls, and the end result, such as whether a purchase was made after visiting your site.

To get this information, you need to use a call tracker that will transmit call data to Yandex.Metrica via the API.

Calls are considered offline data, and in order to send this data to Yandex.Metrica, your site must use a system of user identifiers (ClientID or UserID). Before you start sending data, enable the extended conversion (call tracking) window. For more information, see the API documentation.

The call tracker can transmit additional information about calls. After this information is processed, you will find it in the Calls group of reports.

Main call data that a call tracker can transmit
Information Required Reports
Date and time of call Yes Calls, details
Call duration No

Call processing quality

Calls, details

Time on hold No

Call processing quality

Calls, details

Missed call No Call processing quality
First-time or repeat call No

Call sources

Calls, details

Phone number No Calls, details
URL of the page where the phone number is published No Calls, details
Link to the call tracker site No Calls, details

Tags.

Used for noting important information (for instance, “the customer wasn't happy about the price”).

No Calls, details
Note.

When sending a CSV file to Yandex.Metrica, note the response from the API (if the file has incorrect content or an invalid format, the response to the request contains information about the error). This response means that the file didn't pass validation.

If the file passed validation but certain rows contain errors or extra empty rows were transmitted, the data for these rows is not shown in Yandex.Metrica reports.

In Yandex.Metrica, calls are tracked using goals. The first time data is transmitted from the call tracker, a special goal is created. You can see it by going to Settings → Goals. Names and descriptions of goals can be undefined (indicated data is sent through the API).



You can add a goal to any of the reports available in the service. When a goal is added to a report, the goal metrics become available for this goal (based on the transmitted information). The same metrics are provided in the “Call processing quality” and “Call sources” reports. You can use a goal and its metrics to form a user segment.

In addition, you can use the goal and segments to advertise with Yandex.Direct and Yandex.Display, and to find potential customers with Yandex.Audience using look-alike technology.