“Calls” reports

Not all orders are placed on a website – there are times when customers make an order over the phone. Yandex.Metrica lets you track these calls and collect statistics on them. You can use the data to connect the actions of site users to incoming calls, assess the number and type of calls, and find out the end conversion rate (for instance, whether a site user made a purchase by confirming it over the phone).

To get the data, you need to configure transmitting call information to Yandex.Metrica.

Calls can be dynamic (linked to a user and their session) or static (not linked). Yandex.Metrica doesn't associate a call with a user and a session in the following cases:

  • A user ID was transmitted that doesn't exist in the Yandex.Metrica database.
  • The user's session ended after the call that was transmitted to the service, or earlier than 21 days before the data was sent.
  • The extended conversion tracking window was enabled after data was transmitted to Yandex.Metrica, and the conversion tracking period hasn't reached 21 days yet.

Information about calls transmitted by the call tracker is available in reports:

Call processing quality
This chart uses special metrics to determine the quality of call processing. You will see how long a caller spent on hold, how long the call lasted, and whether there were missed calls.
Call sources
This report helps you find out which traffic sources resulted in calls and discover which ones are most effective.
Call details

This report can help you find out how many calls Yandex.Metrica was able to associate with sessions and site users, and also see which traffic sources, ad campaigns, or keywords produced which calls. From the Yandex.Metrica report, you can go directly to the call tracker's website in order to view more detailed statistics.

You can take the metrics shown in these reports and use them in other reports in the service, or for creating segments. For example, you can create a segment of site users who clicked through to the site from a particular ad, and then called and placed an order.

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.

Differences in managing reports in the“Calls” group
Report name Call type Period report Segmentation
“Call processing quality” Dynamic Date of the caller's session Based on session information available to Yandex.Metrica
“Call sources”
“Call details” Dynamic, static Date of call Based on call parameters transmitted by the call tracker

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.

Questions and answers

The number of calls in the “Calls, details” report is different from the number of times the “Call” goal was reached for the same period

In the “Calls, details” report, the date and time of the call indicate exactly when it was made. The session this call is linked to might have taken place earlier. For example, a user visited the site on March 11 and called the company on March 13. In the “Calls, details” report for March 13, one call will be displayed, while the “Conversions” report will not show the “Call” goal achievement, because the conversion is linked to the visit on March 11.