Jet Interactive provides one of the most sophisticated and easy-to-use Google Analytics integrations in the world. This guide will help you explore and use this new variable within your Google Analytics account – adding phone calls to the analytic reports!

Important: This guide is based on the latest version of Google Analytics. If you are not using this version then click ‘New Version’ in the top-right corner. Old versions will not support all aspects of Jet Interactive’s call integration.

How do I get call information into my Google Analytics account? 

If you are already using Google Analytics and the latest Jet Call Tracking Facilities (Jet CallTracker™ 4.0), integrating the two is a simple, 5-minute process.

• Step 1: Make sure you have setup Google Analytics on your website
• Step 2: Ensure the latest Jet Call Tracking facilities (Jet CallTracker™ 4.0) is installed
• Step 3: Provide Jet with your Google Analytics Profile ID

Once you have provided Jet with your Google Analytics Profile ID, call information will start entering into your Google Analytics account.

If you are using Jet’s Standard Call Tracking products then this information will be uploaded into Google Analytics on the following day, after the respective calls were made.

If you are using Jet’s Premium Suite of call tracking products then call information is entered into your Google Analytics account almost immediately after each call has been completed, ready for you to view once your Google Analytics updates itself.

To find out more about Jets’ Premium features please go to http://jetinteractive.com.au/products.html 

Where do I find call information within Google Analytics?

You have the option of having calls represented as an Event or as an E-commerce transaction within your Google Analytics account.

Viewed as Events:

The default method is to show calls as an event under the Content report. (See Fig. 1)

Once in Events, click on Overview to reveal all event categories. As seen below, all calls fall under the event category Phone Calls. (See Fig. 2)

Figure 2 

Calls can be grouped into Event Actions and individual calls can be found by clicking onto Event Label. (See Fig. 3)

Figure 3 

Individual calls have the following values: (See Fig. 4)

Figure 4

1. Service Name – Individual number description.
2. Context – This is an optional field used to define multiple channels or departments, i.e. individual department, office or store. Most businesses just have the one context which is set at general or main.
3. Displayed Phone Number – This is the actual number presented and subsequently called by the individual website visitor.
4. Date and Time – This is the actual date and time the call was made.
5. Call Wrap Up – The following fields are populated by the Jet Call Wrap Up feature. Once a customer hangs up, a computerised voice asks the operator to enter information via their phone keypad. This information is downloaded into Jet CallTracker and then pushed into Google Analytics. Call Wrap Up is optional and forms part of Jet’s premium call feature suite.  To find out more please go to http://jetinteractive.com.au/call-conversion-wrap-up-a-reporting.html 
6. Call Outcome – The actual outcome of the call, e.g. 1 = sale, 2 = lead, 3 = enquiry and 4 = other.
7. Sale Value – If a sale was made, the actual sale value can be recorded against the call. You can also apply values to leads and enquiries.
8. Custom Variables – These fields can be used to record anything you like against the call, but are often used for recording Rep ID or Product/Service ID.

Viewed as E-commerce:

Generally people will choose to show calls as an event, but there is also an option to have calls represented as an e-commerce outcome. The same fields will be displayed but results will be displayed as conversions, goals and e-commerce. (See Fig. 5)

Figure 5 

Advanced Segments and Custom Reports

Viewed as Events:

There are an endless numbers of Advanced Segments and Custom Report combinations using Jet’s call data. Because each call is listed against the session it was generated by, you have all the usual visitor attributes to create reports, along with the new call variables.

Some of the common reports and filters people put together include:

• Sales Calls per value/ per CPC campaign
• Call Enquiries per page
• Sales Calls per page
• Sales Value per campaign or keyword
• Calls from mobile devices

Below is a custom segment creation for total calls. It is using the Event Category Phone Calls. (See Fig. 6)

Figure 6 

Another popular segment is Successful Calls. This is achieved by including the Call Outcome label of Outcome=1, which represents a sale. (See Fig. 7)

Figure 7 

Once these have been created you just need to select and apply these new custom segments as we have below. (See Fig. 8)