“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 this data to link user actions to incoming calls, determine the number and type of the calls, and find out their final conversion rate (for instance, whether a site user made a purchase by confirming it over the phone).

To get data, you need to configure transmitting call information to Yandex.Metrica. If you place ads in Yandex.Direct, configure the campaign.

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

The Call processing quality report

Call sources report

The Calls, details report

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 users who found their way to the website via 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
Note. When transmitting data, it is important to pay attention to the response from the API: if the file content is incorrect or it is in 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 isn't shown in Yandex.Metrica reports.

Questions and answers

Why Yandex.Metrica doesn't link a call with a session

Yandex.Metrica doesn't link calls to users and user sessions 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.
  • Conversion tracking was enabled after data was transmitted to Yandex.Metrica and the conversion tracking period hasn't reached 21 days yet.
Why there aren't any statistics for the “Call” goal

Statistics for the “Call” goal are collected and displayed in reports when Yandex.Metrica links a call to a session.

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.