Call Tracking

Find out how to add or customize widgets, track calls, and access detailed call analytics in our quick guide to the Call Tracking section.

The Call Tracking feature allows you to add and customize the widgets on your website to receive and track your calls while obtaining detailed analytics for further analysis.

How to find the widget settings in your system

How to install the widget on your website

How to customize the widget button

How to define the required number of the tracking pool phone numbers

To access and configure the feature, go to the Publisher Management > Promo Materials > Call Tracking section.

You can narrow down the search results by using the following filters:

• Publisher: Select the Publisher.
• Status: Select the tracking pool status (Empty / Active / Disabled).

The Call Tracking section contains the following information: 

• ID: The unique identification number of the widget.
• Name: The name of the widget.
• Product: The name of the Product the widget is assigned to.
• Publisher: The name of the Publisher.
• Status: The tracking pool status (Empty / Active / Disabled).
• Phone Numbers: The quantity of the phone numbers assigned to the tracking pool.
• Routing: The routing method (Default (IVR) / Direct (Campaign) / Specific IVR / Ping Tree).

The first block of the “Call Tracking” section contains the tabs that correspond with the tabs of the “Call Tracking Summary” report, which you can also access in the Analytics and Optimization > Publisher Analytics > Call Tracking Summary section. Read about the Call Tracking Summary report in the Knowledge Base.

To create a new tracking pool, click the “Add New Tracking Pool” button. Fill in the following fields in the pop-up window:

• Name: Enter the name of the tracking pool.

• Product: Select the Product.

• Publisher: Select the Publisher.

To complete, click the “Create” button. Note: Once the tracking pool is created, it cannot be modified.

To assign phone numbers for tracking pools, select the tracking pool from the list and click the “Phone Number List” button in the “Actions” column. The Tracking Pool Phone Numbers list contains all of the phone numbers assigned to your tracking pool, including their general information, divided by columns:

• Phone: The phone number.

• Shown At: The date and time the phone number was assigned to the tracking pool.

• Release At The date and time the phone number will become unassigned from the tracking pool.

• Last Client ID: The last client ID the phone number was attached to.

To remove and unassign the phone number from the tracking pool, select the phone number from the list and click the “Remove” button in the “Actions” column.

To assign a new phone number to the tracking pool, click the “Add Phone Number” button. In the pop-up window, select one of the available reserved phone numbers and click the “Add Phone” button. To narrow down the list of available numbers, use the “Phone Number” and “Last Updated” filters. Read how to assign the Phone Number to a Publisher in this Knowledge Base article.

To configure the Tracking Pool settings, select the pool from the Call Tracking list and click the “Call Settings” button in the “Actions” column. Fill in the following fields in the pop-up window:

• Name: Enter the name of the tracking pool.

• Product: The name of the selected Product.

• Greeting Audio File: Select the audio for the call greeting (if available).

• Finishing Audio File: Select the audio for the end of the call (if available).

• Routing method: Select the preferable routing method (Default (IVR) / Direct (Campaign) / Specific IVR).

• Campaign/IVR: Select the Campaign or IVR scheme for directing the call.

To save the configuration, click the “Update” button.

To access the widget configuration, select the pool from the Call Tracking list and click the “Tracking Pool Widget” button in the “Actions” column.

Each widget can be used only for a specific website and Google Analytics ID.

To start the configuration, fill in the following fields in the “Main Settings” block:

• Allowed Domains: List the domains that will contain the widget. You can fill in domains separated by a comma or one per line. (Example: yourdomain.com)
• Widget for Public Feed: Check the box to make the widget public.

To install the widget for your website, use the script provided in the “Installation Information” block of settings:

• UUID: The unique identification number. To copy, click the “Copy UUID” button.

• Widget Code: To acquire the widget code for your website, select the preferred mode according to your needs:

  • Placeholder Mode: Insert the {%phone%} placeholder on your website and add the provided code at the end of the website page. To copy the script, click the “Copy Code” button.

  • Element Mode: Insert the provided element on your website and add the provided code at the end of the website page. This way the “Call” button can be customized through the CSS. To copy the script code, click the “Copy Code” button.

To view the API documentation for the Phone Number Tracking Widget, click the “API Documentation” button. To download the documentation in PDF format, click the “Get as PDF” button. The API Documentation consists of the following numbered blocks.

1. Introduction

In the Introduction block, you can view the introductory information about the API.

2. Overview

The Overview block provides a summary of the key functionalities and capabilities of the Phone Number Tracking Widget. It contains the following sections:

• The Overview Features section contains the following information:
  • Session Management: Track and manage user sessions with unique session IDs.
  • Geo-Location Tracking: Collect and store location data based on the user’s IP address.
  • Campaign Information: Capture and analyze data related to specific marketing campaigns.
  • User Interaction: Track detailed user interactions, including visit times and campaign engagement.
• The Usage section guides how to implement and use the Phone Number Tracking Widget in different contexts. Follow the instructions provided in this document to correctly set up the widget and start collecting valuable tracking data:
  • Include Script: Simply include the provided tracking script on the web pages where you need to track phone number interactions.
  • Configure Tracking Fields: Define which fields to collect using the provided configuration options.
  • Initialize Widget: Initialize the widget on your webpage as per the usage examples provided.
  • Collect Data: The widget automatically captures and sends tracking data to the specified endpoints.

3. Product Fields

The Product Fields block displays all product fields to which the Phone Number Pool belongs, except for service ones (product, etc.). The information is separated into the following columns:

• Field Name: The name of the field.
• Required (YES/NO): Shows if the field is required.
• Description: The description of the information in the field.
• Format: Displays the data format that should be used in the field.
• Example: The data examples.

4. Usage example

The Usage Example block of the API documentation for the Phone Number Tracking Widget provides a practical example of how to implement the widget using a script.

To customize the way the widget is displayed on your website, use the “Widget customization” tools. You have to customize the “Desktop view” and “Mobile view” tabs separately. Both of the tabs have the same set of settings:

• View Type: Select the preferable view type of the widget.

  • Plain Text: The option replaces the placeholder with the phone number.

  • “Call now” Button: The option replaces the placeholder with the button - you get the phone number by clicking it.

• Name of button: Fill in the name of the “Call now” button.

To confirm all of the modifications, click the “Save” button.

Below the widget page, you may see a preview of the widget.

The accuracy of analytics using the Call Tracking feature depends on the number of reserved phone numbers for the tracking pool. If the number of your website visits increases, it is suggested to reserve more phone numbers. To define the right proportion, use the following formulas according to the selected widget view type:

• Plain Text: Accumulate the average number of website visits according to the formula:

  (The number of visits for the last 72 hours) / 3 / 100

  Example:

  For the last 72 hours, you had 4900 visits. As a result, it is suggested to have 17 reserved phone numbers in the tracking pool. Non-integer numbers should be rounded up.

  4900 / 3 / 100 = 16.3

  If you are using third-party website analytics, it is suggested to monitor the number of visits by hours. The maximum number of visits per hour is the required number of reserved phone numbers for the tracking pool.

  Example:

  Usually, there are about 20 visits per hour to your website. Around 12 am, there's a peak number of visits, which is 28. This means you have to assign 28 phone numbers for the tracking pool.

• “Call now” button: It is suggested to monitor the number of calls by hours. The maximum number of calls per hour is the required number of reserved phone numbers for the tracking pool.
  
  Example:
  Usually, there are about 10 calls per hour received from your website. But around 12 am, there’s a peak number of calls, which is 17. This means you have to assign 17 phone numbers for the tracking pool.