Adding call goals to Universal Analytics

CallRail integrates with your existing Universal Analytics account by sending calls to a goal you create in Universal Analytics. We report calls to Universal Analytics (analytics.js) as an “Event."

Getting started

For this tutorial, we’ll assume that you’ve already linked your CallRail account to your Universal Analytics account. If you haven’t, follow the instructions in our Universal Analytics Integration article first, then return to this article to complete setup.

To properly track CallRail activity, you must set up a goal. Events are also available to track within Universal Analytics, but will not capture the information we send correctly.

Goals track actions that affect revenue, such as arriving at a certain page. Events track visitor behavior, such as video views and button clicks.

Create a phone call goal

CallRail's integration with Universal Analytics is company-dependent in your account. Use these instructions to create a call goal that reports all calls received by each tracking number in the company you’ve integrated with Universal Analytics.

1. Log into your Google Analytics account.
   
   
2. Click ADMIN at the bottom of the left sidebar.
   
   
3. Choose the Account and Property where you'd like to create your goal.
   
   
4. Click Goals under the View tab.
   
   
   
   
5. Select + NEW GOAL at the top of the page.
   
   
   
   
6. In the Goal setup step, select Custom, then click Continue.
   
   
   
   
7. On the Goal description step, enter a Goal Name and select Event. Then click Continue.
   
   
   
   
8. In the Goal details step, set Category Equals to Phone. The "Event value as the Goal Value" switch can be set to "Yes" or "No" without interfering with your reporting.
   
   
   
   
9. Click Save to activate your goal.

Set a goal for first-time callers

If you’d like to isolate multiple callers, you can create a regular expression goal for first-time callers in Universal Analytics. This allows your first-time caller Event Labels to end in "Call-01".

1. Log into your Google Analytics account.
   
   
2. Click ADMIN at the bottom of the left sidebar.
   
   
3. Choose the Account and Property where you'd like to create the goal for first-time callers.
   
   
   
   
4. Click Goals under the View tab.
   
   
5. Click + NEW GOAL at the top of the page.
   
   
6. In the Goal setup step, select Custom, then click Continue.
   
   
   
   
7. On the Goal description step, enter a Goal Name and select Event. Then click Continue.
   
   
   
   
8. In the Goal details step, set Category Equals to Phone and Label to Regular Expression to .*Call-01 (don't forget the period in front of the asterisk!). The "Event value as the Goal Value" switch should be set to YES.
   
   
9. Click Save to activate your goal.

Viewing calls in Universal Analytics

Once your goal has received calls, you can view your call data within your Universal Analytics account. It can take up to 24 hours once you integrate with Universal Analytics for your call goals to begin reporting.

1. In the left menu, select Behavior. Then click Events, and choose Top Events.
   
   
   
   
2. The resulting table should look like this:
   
   
   
   
3. To see more information about calls, click Phone under the Event Category column. The reporting format varies based on whether the call was received via a source tracking number or a visitor tracking number with the following attributes:
   
   
   
   Source Tracking Number: Incoming call via [tracking number] - [source name].
   
   Website Pool: Incoming call via [name of website pool].
   
   
4. In the Event Action column, click the call to view details on the caller.
   
   
5. From [caller number] [call quantity].

FAQs

Why can’t I see the caller’s full phone number in Universal Analytics?
CallRail will insert "XXX" into the caller's phone number when we report it to Universal Analytics. The Google Analytics Terms of Service require that no personally identifiable information be passed into Universal Analytics.

Can I use a regular call goal and a first-time caller goal at the same time?
Absolutely. Using a first-time caller goal in conjunction with a regular phone call goal will separate your event action reports for you so you can analyze the behavior of first-time callers. Using both goals in the same Analytics account won't interfere with your reports.

Where can I learn more about goals and events?
To learn more about using Goals in Universal Analytics, you can read this Google help article.

To learn more about events, and how to filter your call data for further granularity, read this Google help article.