How to track calls in Yandex.Metrica

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

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 website must use a system of user identifiers (ClientID or UserID).

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

Note. The data will appear in Yandex.Metrica reports within 24 hours of uploading.
Main call data that a call tracker can transmit
Information Required Report
Date and time of call Yes Call details
Call duration No

Call processing quality

Call details

Time on hold No

Call processing quality

Call details

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

Call sources

Call details

Phone number No Call details
URL of the page where the phone number is published No Call details
Link to the call tracker website No Call details


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

No Call details

When sending the 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. To see it, go to Settings → Goals. You can use any names and descriptions of goals (specified when transmitting data via 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 choose a goal and its metrics as conditions for creating a segment.

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