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Custom Metrics

Adding Delacon Custom Dimensions and Fields

When integrating Delacon’s call tracking solution into Google Analytics or your CRM, a number of new fields will need to be created in your CRM, and a number of custom metrics and dimensions will need to be created in Google Analytics.

What are dimensions and metrics?

In order to understand custom dimensions and metrics, you need to understand what dimensions and metrics are.

In Google Analytics reports, dimensions are attributes of your data, such as city, while metrics are quantitative measurements, such as number of unique browsers.

Example:

Dimension Metric
City Unique Browsers
Sydney 5,000
New York 3,000
Tokyo 2,000
London 1,500
Singapore 1,000
Hong Kong 500

In the above example, the dimension is ‘city’ – which shows which city users have visited your website from – while the metric is ‘Unique Browsers’ – which shows the number of unique browsers from each city.

Custom Dimensions and Metrics

Custom Dimensions and Metrics work the exact same way as default dimensions and metrics, except you create them yourself.

The benefit of creating them is they allow you to capture additional data, such as data you don’t capture online such as phone calls.

Why does Delacon have custom dimensions and metrics?

Delacon’s custom dimensions and metrics allow you to pull Delacon’s call tracking data into Google Analytic’s reports. This allows you to see phone activity alongside web activity, all in the one reporting environment,

By doing this, you can have an even better view of your overall advertising campaign’s performance.

To create these dimensions and metrics in Google Analytics and complete the Google Analytics integration, please view our Google Analytics User Guide, page 13.

CRM Fields

Delacon’s call tracking data can be captured in your CRM against the lead or account record. The information that is captured – shown in various fields – can help the agent answering the call to move the call along faster as they will have key information about the caller such as where they are calling from and the web page they called from.

To create these fields in Salesforce and complete the Salesforce integration, please view our Salesforce Integration Guide.

A description of our Custom Dimensions and Metrics is below:

Custom Dimensions
Custom Dimension Description
Call ID A unique Id is given to each call for easy identification of individual calls.
Company ID Easy identification of individual Business Name
Business Name A name can be assigned to each number which is then displayed in the reports.

For example you could have Website, Sydney Store, iPhone TV ad, Billboard Ad etc.

Business Category An industry or category can be added against each number and included in the reporting. For example you might have ‘AdWords’ for all AdWords campaigns.
Match Type If a call is made when the caller is on the web page, this will show as ‘matched’.

If a call is made from an offline source such a newspaper, radio ad or billboard or if the call is made when the caller is no longer on the website, this will show as ‘unmatched’.

Call Status Captures if the call was answered or not answered.
Search Engine The Search Engine that the caller used to navigate to your website.
Type Indicates whether a call originated from a ‘free’ or ‘paid’ click.
Survey Type Captures survey information entered by the agent at the end of the call. For example, if the call resulted in a sale, the agent enters 1.

This will display as ‘1’.

Extra Tracking If you integrated extra tracking parameters, this information will display here.
Landing Page The page on your website that the caller first landed on.
Keywords The keyword that generated a call.
DTMF Provides the menu prompt responses that the caller entered on their phone keypad when going through the IVR.
DTMF Description Provides description of menu options selected. i.e Sales, Billing, Accounts, Support.
Custom Metrics Description
Duration It shows a call duration in seconds. For example 120, represents 2 minutes.
Survey Value Captures the sales value entered by the agent at the end of the call. For example if an agent enters 500 representing  a sale value of $500, then 500 will display.

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