Call Tracking Reporting Help
Over the next few pages, you find a basic overview of the reporting system, as well as instructions on how to create custom reports and schedule report emails.
Reporting Dashboard Overview
When you log into the Call Tracking Reporting system, you'll see the dashboard shown above.
1) Client Settings: Change your log-in details, contact Call Tracking, or log out of the system.
2) Menu Links: View reports, schedule reports via mail, access Reporting Help, or contact your Reseller.
3) Custom Reports: Custom reports, (created by you) will be displayed at the top of the report list.
4) Default Reports: Standard default reports are prefaced by a “Z.” (These reports cannot be edited.)
5) Create A Custom Report: Set up your own custom reports.
Report Overview
1) Report Name: Click [Close] to return to Report Menu
2) Display & Download Control: Click “Graph” to turn graphing on or off. Click “CSV” to download data as a .csv file, or “PDF” to download as a .pdf 3) Date Range: Select the date range to display data for.
4) Graph Key: Identifying information for graph lines. (Please note: The graph display is limited to 10 labels. Tables contain all data. To view specific labels on the graph if you have more than 10, filter by label as per point 8 and select the labels to display.)
5) Graph Control: Use the drop-down menu to select which data is displayed on the graph.
6) Column Date Display: Group column data according to the month(s) specified in the date range.
7) Column Sorting: Click on the column heading to sort column in ascending or descending order.
8) Filter: Filter any column according to custom criteria to see specific data sets only. Click on the drop-down to see filter options.
(NB: Filters apply only to displayed data. Filters cannot be exported. To download filtered data, create a custom report with the relevant filters.)
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9) Column Order: Click on the column arrows to order the columns.
Creating Custom Reports
From the Report Dashboard, click the [Add New] link to set up a custom report. Options for the custom report will show up to the right of the report list.
1) Name: Name your report. (We recommend a name that will describe the report at a glance.)
2) Description: A more detailed description of the report.
3) Date Type: Select a time or date. Choose hourly, hourly by day, daily, daily by week, weekly or monthly. (See Glossary for all available date types.)
4) Show Graph: Specify whether you want the graph to show in the report. (Graphs may not display for certain reports depending on the metrics chosen.)
5) Categories: Tick the categories to show in the report. (Categories are pre-selected, and the keyword category applies only to the keyword tool.)
6) Labels: Select the labels to display in the report. (Labels are defined in the order process)
7) Call Types: Specify whether the report will show all calls, or answered, unanswered or busy calls. (The “Visits” call type is applicable to the keyword tool, and shows the number of visitors to your site via organic or AdWords clicks.)
8) Custom: Choose the custom variables shown in the report. (The variables shown under
“Custom” will be those defined at order. The keyword variable will only be available for the keyword tool.)
Variables can be removed from report options by clicking the “X.” (For example, if labels become obsolete. Removed options can be restored under “Historical Data.”
You can now click the “Save” button to save and view your report. Options for advanced users, (9) are described briefly on the next page.
Custom Reports – Advanced Options
10) Advanced Options: Event Value: Display the event value. (If you know the Rand value of a call, you can specify it at order, and display that value (or an average of all values) in your report.)
11) Advanced Options – Numbers: The “Numbers” option shows all of your Call Tracing number, past and present. This allows you to see data for a specific number. Old numbers can be removed from the list by clicking the “X.”
Custom Reports – Historical Data
12) Advanced Options: Historical Data: Any options from your different report sections, (Categories, Labels, Call Types and Custom Variables) can be removed from the report options by clicking the “X” symbol next to them.
This is particularly useful for labels that have changed or become obsolete, or for cancelled numbers (which will remain listed in the report options unless removed this way.)
Historical data is divided into sections according to the segment of the report they were removed from, and all removed options can be restored to the report options by clicking the “tick” next to the removed option.
Custom Reports – Custom Filters
13) Match Value: Type the value to match your custom filter to here.
14) Filter Variable: Select the variable to filter by. (One variable per filter.)
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15) Match Type: Match the correct filter data with Exact / Contains / Regex match options.
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16) Filter Rule: Specify whether the filtered data should be included or excluded.
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17) Remove Filter: Click to remove a filter.
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18) Add Filter: Add multiple filters
For more information on custom filters, please see the next page.
Understanding Custom Filters
Custom Filters are an easy way to set up reports that include or exclude specific data from your reports.
In the 1st example on the right, you can see a basic filter to display call data only for Wednesdays.
To create this filter, we added Wednesday to the Match Value, then added the day of the week as the filter variable. The Match Type was set to include matching data, and the resultant report will show only data from Wednesdays.
In the 2nd example, the report has been set to show only data for weekends. To achieve this, we have separated Match Values with a pipe symbol ( | ). Doing so, (without spaces) allows you to include multiple criteria in a single filter.
Depending on the filter variable, the match value can be for specific days of the month, (01|02|03) or hours of the day (08|090|10|11|12) etc.
Please note that when using the | symbol to separate match values, the Match Type must be set to “Regex.”
For more information on regular expressions, including the recognised characters for constructing them, you can read Google's help section here: About Regular Expressions.
See the following page for more on Custom Filters and Keywords.
Custom Filters & Keywords
The keyword tool allows you to filter your reports according to specific keywords by using the Custom Filters functionality. One the most basic and useful regular expression for keyword filtering is (.*)keyword(.*), which will show results for all the data containing this keyword anywhere in the query.
For multiple keywords, (.*)keyword1(.*)keyword2(.*) will show instances which include both keywords, (a broad match in other words) while (.*)keyword1{0,2}keyword2(.*) shows both keywords in conjunction, with between 0 and 2 spaces between them. (A phrase match.)
To show only a specific keyword (an exact match), the regular expression ^keyword{0,3}keyword2$ will show only a query with the exact keyword(s) and nothing else.
Schedule An Email Report
From the Report Dashboard, click the Scheduled Mails link. Currently scheduled emails will be displayed. Click [Add New] to schedule a new emailed report. Options for scheduling will show up to the right of the list.
1) Select Reports: Select the reports you would like emailed to you. (List displays existing reports.) 2) Subject: Specify a subject line for the email that will identify its contents.
3) Email Body: Enter the text for the body of the email that will be sent.
4) Report Format: Specify the format of the report attachment: Choose PDF or CSV.
5) Schedule: Select how often the report will be sent: Choose once, daily, weekly, monthly or quarterly.
Selecting “Weekly” or “Monthly” will create an additional option, allowing you to specify the day of the week, or the day of the month, on which the report will be sent.
6) Date Range: Select the date range that the report will contain.
7) Data Criteria: Specify whether the report should be sent if no calls have been received.
8) Email: Specify the recipient. Click Add Another Email to send to multiple recipients.
Click “Save” to save your scheduled report email.
Glossary
Categories
Categories define the primary marketing means for which a specific Call Tracking Number is used. Categories are defined during the order process.
Labels
Labels are more specific descriptions for each number. For example, the online category may contain multiple labels, for each of your online marketing campaigns.
Call Types
Call types reflect the status of each call. This data shows whether a call to a Call Tracking number was “answered,” “unanswered,” and “engaged.” If you're using the keyword tool to track calls based on keywords, this section will include “visits” and “no call” data.
A “visit” is the arrival of a user on your website via any of the tracked sources. (SEO or Adwords.) “No call” represents instances where a visitor arrived, but did not call you. In the event that they do call, you will see both a visit, and one of the other call types depending on whether the call was answered, busy, etc.
Please Note: The “All” option under Call Types is the total of “Answered” “Busy” and “Unanswered.” “All” data is only available for dates after 13/09/2013.
Please Note: The “Unknown/Call” option is no longer applicable. Prior to DATE, this was the only Call Type.
Custom
By default, Custom will always include the “Incoming Calls” option. This displays the phone number that dialled the Call Tracking number. An “Anonymous” or
“Unavailable” entry means that the number has been withheld.
If you're using the keyword tool, the “Keyword” option will also be available here.
Depending on the options you specified when ordering the Call Tracking number, additional options may be displayed here. Possible examples can include “Branch”
(to create branch specific reports), or “language” for comparing marketing in different languages.
Please read the documentation for Custom Variables & Event Values for more information.
Event Values
If you assign a Rand value to a call, your report can display this information alongside the call data, allowing you to see at a glance what the value of your received calls is.
Date Type All: Is all time
Hour: Is shown as 00:00 and will show you the busiest hour in the chosen period
Hour of Day: Is shown as 00:00 on Day of Week / Month / Day / Year E.g. 10:00 on Wednesday October 2 2013 Day of Week: Is the day of the week. E.g. Wednesday
Daily: This is the day of the month E,g. 01 (first day of month) or 10 (tenth day of month) Weekly: The Week of the Year. E.g. 40 (40th week of the year)
Monthly: This is the Month in the Year. E.g. October
Date: This is reflected as Day of Week, Month, Day, Year thus Thursday October 09 2013 Custom Filters
Custom Filters are an easy way to set up reports that include or exclude specific data from your reports. (See the following page for an example of a custom report that you can set up.)
Custom Filters – Example
Custom filters allow you to create a wide range of different reports, depending on your requirements. We have included an example of a possible custom report here.
Calls During Working Hours
Create a custom report to show calls received during working hours:
• Create a report as usual. Select the dates, categories and labels as applicable.
• Add a custom filter.
• In the custom filter, put your working hours, separated by | and without spaces, in the “Match Value” field, as in the example on the right.
• Select “Hour of Day” from the filter variables menu.
• Select “Regex” from the “Match Type” field.
• Select “Included” from the Filter Rule menu.
• Add a second custom filter.
• Add Saturday and Sunday separated by a | with no spaces, in the “Match Value” field.
• Select “Day of Week” from the variables menu.
• Select “Regex” from the “Match Type” field.
• Select “Excluded” from the Filter Rule menu.
• Click “Save”
This will generate a report showing calls made to Call Tracking numbers during working hours of the week.
