Call tracking call log | Infinity

The call tracking call log, called the Calls Log in the Infinity Platform, shows an entry for every call between a customer and an operator. From each entry you can review and analyse call details, play back call recordings and see the on-site interactions of callers to your dynamic numbers. This guide shows you how to open the Calls Log and what each call entry shows.

Open the Calls Log

To view the Calls Log, go to the Logs menu, then select Calls.

What each entry in the call tracking call log shows

When you expand a call in the call tracking call log, you see a breakdown of the marketing source that led to the call, the duration of the call, whether any goals or call ratings were triggered, and any relevant custom values collected by our JavaScript.

You can also see further information about the call itself. If you have Call Recording turned on, you can play back the call.

Marketing information in each call

The marketing information for each call varies, because some information is only available for certain sources. For example, a call from paid search shows the network, campaign, ad group and keywords associated with it. Calls from organic search (SEO) only show the search engine.

As with IP addresses, you can redact caller information, such as the Caller ID, from the Calls Log and Visitor Trace. When this is on, you can't see the telephone number of the inbound caller in the Infinity Platform. This permission can be set for each user, so you can show this information only to key members of your team.

Find calls driven by PPC

In the Calls Log, calls that PPC has driven are marked with a dollar icon against the call. This feature is called PPC Assisted. It shows you quickly which calls PPC has driven.

You can also filter the Calls Log by PPC Assisted to see only the calls that had PPC as part of the customer journey before the call.

Call tabs

Information about each call is on different tabs. These are:

• Call Overview: an overview of the call duration, tracking numbers, customer information, reference information and goal details.
• Marketing Overview: details about the tracking pool and segment, together with the campaign and publisher of the marketing source.
• Conversation Analytics: additional details about keywords spotted on the call, for Conversation Analytics customers.
• Call Summary: a summary of the call, together with the intent and outcome of the call.
• Integrations: details of any integrations that have been fired from the call.
• Notes: any notes that have been added to the call.

Note: Conversation Analytics and Call Summaries are optional capabilities and may not be visible depending on your Infinity package.

Sticky tabs

When you select a call in the Calls Log and select a tab, such as Marketing Overview, that tab stays selected when you move to another call in the Calls Log.

If the tab isn't available for that call, you see the default tab, which is the Call Overview.

Related guides

These guides cover related tasks:

• Visitor Level Call Tracking
• The Visitor Trace
• Calls Acquisition
• Post Call Rating

Need more help?

If you're still stuck, get in touch with your account team or email support@infinity.co.