This document will help users understand how to utilize both the CallTrackingMetrics integration tab as well as the snapshot featured in your Overview tab. You will learn how to read each metric, how to sort your campaigns and ad sets, and how to customize the table to provide the insights you need.

Congratulations! You've successfully integrated your CallTrackingMetrics analytics. Note that your information will not appear immediately as it takes time to populate within the Analytics application.

Note - You can verify which CallTrackingMetrics account you have integrated by locating the ID underneath the CallTrackingMetrics tab. In the center of the page, you can hover over the ID icon to check the account number.

After successfully integrating your CallTrackingMetrics account, your Analytics application will feature a new overview section as well as a tab at the top of the page.

Note - These overview metrics will also display on the CallTrackingMetrics tab in a slightly different appearance.

Next, we will go over each of these metrics, so that you can your team can actively utilize your new analytics.

All Calls

This is the total number of calls received to date.

Answered Calls

This is the total number of calls your team answered out of the total calls received.

Notice that there is a blue arrow with a percentage in between these two metrics. This percentage is calculated by dividing the number of Answered Calls by All Calls.

Missed Calls

This is the number of calls your team missed out of the total calls received.

Once again, there is another blue arrow that calculates the percentage of missed calls. This is calculated by dividing the number of Missed Calls by All Calls.

First-Time Callers

This is the number of unique callers that call your number for the first time.

Avg. Duration

This is the average duration of each call. This is calculated by taking the total duration of all calls divided by the total number of calls.

The final blue arrow indicates the percentage of First-Time Callers. This is calculated by dividing the number of First-Time Callers by All Calls.

The second half of this page details all of your calls in their entirety. This half of the page is divided into two sections: Calls and Insights. By default, this section is set to Calls, which we will cover in detail below.

Note - Each tab including All Calls, Answered Calls, Missed Calls, and First Time Callers features the same columns. Use these tabs to filter between each category.

The first of the four tabs of this table details every call received to date. The All Calls tab is then broken down into seven distinct columns:

Caller Name

This lists the name of the caller.

Source

This informs you where the caller found your phone number to initiate the call.

Date

This is the date that the call took place.

Call Status

This indicates whether or not you answered or missed the call.

City

This is the city from which the call originated.

Duration

This is the exact duration of the phone call.

Recordings

This houses the recording of the call. You can press the blue play button to listen to the entire call. The play button will transition to an audio menu, which allows you to play, pause, and adjust the volume. You can also click the download button to download a copy of the audio file.

You can toggle between Calls and Insights by using the toggle on the right side of the page. Switch to Insights to get a quick snapshot of some key statistics regarding your calls.

This section details the top sources for your incoming calls. The green portion of the bar indicates Answered Calls whereas the red area indicates Missed Calls.

Top Call Sources

This lists all of your available call sources and ranks them by the number of calls received from that source. You can see this ranking for all available call categories.

Answered Vs. Missed

Similar to the above, this section quickly illustrates your number of Answered versus Missed calls.

Call Volume

Finally, the last section provides a graph of your call volume throughout the month. The X-axis indicates the date whereas the Y-axis is the number of calls. You can also hover over a date to view a small pop-up if you need a direct summary.

Finally, you can modify the appearance of your table under the Calls toggle specifically. You can access this menu by clicking on the icon just to the right of the toggle.

This menu is divided into two sections. The left side will last all of the available columns alongside a checkbox. Checking this box will cause that column to appear in the table. To remove a column, uncheck the box.

The second on the right allows you to drag and drop the columns in the order you would prefer. To delete a column from the table, click on the X to the right. Note that you cannot delete Caller Name, Source, and Date.

This covers everything you need to know about CallTrackingMetrics analytics. Good luck moving forward!