Step-By-Step Guide to Adding CallTrackingMetrics Analytics
1. Access Applications Menu:
Hover over the navigation bar to the left of the dashboard and select 'Analytics’.
2. Initiate New Integration:
Click '+ Add New' from the top of the page.
3. Select CallRail Integration:
From the list of integrations, select CallTrackingMetrics and then click 'Continue'.
4. Retrieve Your API Keys:
Log in to your CallTrackingMetrics account and access your 'Account Settings' from the left-side column. Then, click on 'API Integration'. Your keys can be found at the top of this page.
5. Paste API Keys:
Return to the Analytics application and paste your copied API keys into the provided fields. Click 'Continue'.
6. Select CallRail Account and Company:
Choose the CallRail account you want to integrate. Then, select the company within that account. Click 'Continue'.
7. Verify Integration:
Check the integration of your CallTrackingMetrics account by accessing the CallTrackingMetrics tab at the top of the page. On the right side of the page, you should see an icon that reads ID. Hover over this to confirm your account ID.
Understanding Your CallTrackingMetrics Metrics
After successful integration of your CallTrackingMetrics account, your Analytics application will display a tab labeled 'CallTrackingMetrics'. Let's understand what the metrics at the top of this page mean.
1. All Calls
This represents the cumulative count of calls received to date.
2. Answered Calls
This quantifies the total calls that your team responded to from all received calls.
There's an arrow displaying a percentage between these two metrics, computed by dividing the number of Answered Calls by All Calls.
3. Missed Calls
This reflects the total calls your team couldn't attend from all received calls.
Similarly, there's another arrow which shows the percentage of missed calls, calculated by dividing Missed Calls by All Calls.
4. First-Time Callers
This count includes unique callers dialing your number for the first time.
5. Avg. Duration
This provides the average duration of each call, calculated by dividing the total duration of all calls by the total number of calls.
The final arrow showcases the percentage of First-Time Callers, determined by dividing First-Time Callers by All Calls.
The bottom part of this page extensively details all your calls. This part is bifurcated into two sections: Calls and Insights. The default selection is Calls, which will be further elucidated below.
There are four tabs in this section; All Calls, Answered Calls, Missed Calls, and First Time Callers. They each contains identical columns. These tabs help to filter each category.
1. Caller Name
This column exhibits the caller's name.
This reveals how the caller got your phone number to initiate the call.
This indicates the date of the call.
4. Call Status
This shows whether the call was answered or missed.
This shows the precise duration of the call.
This column contains the call recording. You can press the play button to listen to the entire call. This button will shift to an audio menu, enabling you to play, pause, and adjust the volume. You can also click the download button to get an audio file copy.
This provides the city from where the call was made.
Switch between Calls and Insights using the toggle on the page's right side. Access Insights for a quick glance at some crucial call statistics.
1. Top Call Sources
This section outlines the primary sources for your incoming calls. The green part of the bar denotes Answered Calls, while the red portion signifies Missed Calls.
2. Answered Vs. Missed
Similar to above, this section visually compares your count of Answered and Missed calls.
3. Call Volume
Lastly, this section exhibits a monthly graph of your call volume. The X-axis represents the date, while the Y-axis shows the number of calls. You can hover over a date to view a concise pop-up for a quick summary.
When the Calls toggle is active, you can customize the table at the bottom of the page by clicking on the icon at the far right. This allows you to modify your table to display only the metrics of interest to you and rearrange column order for a personalized experience.
To include a column in your table, check the box next to it. Unchecking a box will exclude the column. On the right side of this menu, drag and drop the grey boxes to reorder the table. Columns can also be removed by clicking the X to the right. Remember to click Save at the bottom of this menu once you're happy with your column options.