“Calls” reports

Not all orders are placed on a website – there are times when customers make an order over the phone. Yandex.Metrica lets you track these calls and collect statistics on them. You can use the data to connect the actions of site users to incoming calls, assess the number and type of calls, and find out the end conversion rate (for instance, whether a site user made a purchase by confirming it over the phone).

To get the data, you need to configure transmitting call information to Yandex.Metrica.

Calls can be dynamic (linked to a user and session) and static (not linked). Yandex.Metrica doesn't link a call to a user and a session in the following cases:

  • A user ID was transmitted that doesn't exist in the Yandex.Metrica database.
  • The user's session ended after the call that was transmitted to the service, or earlier than 21 days before the data was sent.
  • The extended conversion tracking window was enabled after data was transmitted to Yandex.Metrica, and the conversion tracking period hasn't reached 21 days yet.

Information about calls transmitted by the call tracker is available in these reports:

Call processing quality
This report helps you determine the quality of call processing based on special metrics. For example, you can see how long the call was waiting to be answered, how long the call lasted, and whether there was a missed call.
Call sources
This report helps you detect the traffic sources that led to calls and identify the most effective ones.
Calls, details

This report can help you find out how many calls Yandex.Metrica was able to associate with sessions and site users, and also see which traffic sources, ad campaigns, or keywords produced which calls. From the Yandex.Metrica report, you can go directly to the call tracker's website in order to view more detailed statistics.

You can take the metrics shown in these reports and use them in other reports in the service, or for creating segments. For example, you can create a segment of site users who clicked through to the site from a particular ad, and then called and placed an order.

In addition, you can use the goal and segments to advertise with Yandex.Direct and Yandex.Display, and to find potential customers with Yandex.Audience using look-alike technology.

Differences in report management in the “Calls” group
Report name Call type Reporting period Segmentation
“Call processing quality” Dynamic Session date of the user who made the call Based on session information available to Yandex.Metrica
“Call sources”
“Calls, details” Dynamic, static Date of call Based on call information transmitted by the call tracker
Note.

When sending a CSV file to Yandex.Metrica, note the response from the API (if the file has incorrect content or an invalid format, the response to the request contains information about the error). This response means that the file didn't pass validation.

If the file passed validation but certain rows contain errors or extra empty rows were transmitted, the data for these rows is not shown in Yandex.Metrica reports.