Adobe Analytics integration

Adobe Analytics is a powerful tool for collecting and analyzing call data in order to better understand the customer journey. CallRail's integration with Adobe Analytics gives you insight into how your visitors find and interact with your website allowing you to market with confidence. 

Getting started

To use CallRail’s integration with Adobe Analytics you will need the following:

-  Adobe Analytics installed on your site.

- Access to the Adobe Analytics Developer console and the Adobe Analytics Admin console.

- The JavaScript snippet installed on your website.

Visitor tracking.

Please note: we only send call data to Adobe Analytics. Text messages and form submissions will not report to Adobe Analytics.

Activating Adobe Analytics

There are a few steps you’ll need to take before can you integrate your Adobe Analytics account with CallRail. The first part takes place in the Developer console.

Adobe Analytics Developer console

The first thing you'll need to do is configure an API, which can be done in the Developer console.

  1. In your company’s Adobe Developer console, create a project.

  2. Click Add API.

  3. Choose Adobe Analytics.

    add_an_API.png

  4. Choose JWT (JSON Web Token) as your authentication.

    JWT_Auth.png

  5. Choose Generate a key pair,  click Generate keypair, and then click Next.

    - Note: Adobe will automatically download a private key file (titled "private.key") to your browser. You'll need to upload this file when you set up the integration, so make note of where the file is saved.

    Generate_a_key_pair.png

  6. Choose the desired product profile(s), then click save configured API.

  7. On the following page you'll see four pieces of information you will need to activate the integration:

    - Client ID.
    - Client Secret.
    - Technical account ID.
    - Organization ID.

    JWT_credentials.png

Adobe Analytics Admin console

The last item you'll need is the report suite ID, which you can find in the Admin console. You can learn more about report suites in this Adobe Analytics support article.

  1. Log into Adobe Analytics and navigate to the Admin section.

  2. Select All admin and then choose Report suites.

  3. You'll see a "Report Suite ID" column that contains the value you need to set up the integration.

  4. Copy that value so you can enter it into the integration in the following section of this article.

Once you have this information you can move on to integrating with CallRail.

Integrating with Adobe Analytics

CallRail’s integration with Adobe Analytics is company-dependent in your account. Follow the instructions below for each company you’d like to integrate with Adobe Analytics.

  1. Click the Settings icon on the left navigation bar.

  2. Choose the company you’d like to integrate with Adobe Analytics.

  3. Click Integrations at the top of the page.

  4. Choose Adobe Analytics from the list of integrations.

  5. Next you’ll need to enter the following items.

    - Client ID.
    - Client Secret.
    - Technical account ID.
    - Organization ID.
    - Private Key (upload the "private.key" file you downloaded).
    - Report Suite ID.

  6. Click Authorize.

Please note: you will need to continue setup in the following section before you can start seeing CallRail data in your Adobe Analytics reports.

Viewing your call data in Adobe Analytics

We send call data as contextData to Adobe Analytics. ContextData can be turned into anything: success events, conversion variables, etc. To do that, your team must have processing rules configured in your Adobe Analytics account. Please follow Adobe’s guide to learn how to configure processing rules to ensure call data from CallRail can be used in your reports.

Important

Processing rules do not apply retroactively, so any call data sent to Adobe Analytics before processing rules are in place cannot be used in reports.

Deactivating the integration 

Deactivating a company's Adobe Analytics integration will prevent CallRail from sending data to your Adobe Analytics account. We'll keep your Adobe Analytics credentials saved in case you'd like to reactivate your integration in the future.

  1. Click the Settings icon on the left navigation bar.

  2. Choose the company where you'd like to deactivate the integration.

  3. Click Integrations at the top of the page.

  4. Choose Adobe Analytics from the list of integrations.

  5. Select Deactivate Integration on the right side of the page.

FAQs

What call data does CallRail send?
CallRail will send the following data.

  • contextData.inboundcall
  • visitorID 
  • pageURL populated with landing_page_url
  • reportSuiteID 
  • timestamp populated with start_time
  • userAgent
  • referring_url
  • last_requested_url
  • ipaddress

What kind of calls will CallRail send to Adobe Analytics?
We will only send calls with visitor data to Adobe Analytics. These are calls to a website pool where we could detect an Adobe Visitor ID in the lead’s session. 

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