In this guide, we will try to answer the most common questions regarding the difference in the number of calls in our service and other accounting systems (Google Analytics, your PBX, other analytics systems).
First, let's look at the reasons for the difference in the number of calls in Ringostat and other systems/services and examine how we record calls.
Principle of call recording in our Ringostat system
When you go to the "Call Log" section of the Ringostat personal account (PA), you get to the general call report, which shows absolutely all calls: outgoing, incoming, calls from the Callback widget, internal calls between employees, transferred calls, and even those calls that had errors.
*More details about our call reports in this article.
The most common mistake is counting the total number of calls in this report and comparing the result with the number that was transmitted through integration. It's important to remember that when setting up data sending only for incoming calls, it's incorrect to count outgoing and internal calls.
Transferred calls are recorded as two entries (i.e., these are actually two calls and we divide them into two records)
Internal calls from a SIP account to an internal SIP account number are not considered incoming or outgoing by our system. This is a separate type of call.
Auto-answer and no missed calls. If there's a greeting/IVR/Call Queue/background music set up on the PBX side to which we redirect the call, we start recording the start of the conversation when this function is activated on your PBX side, and consider it as an operator's response. Thus, we may indicate an incorrect call status, waiting time, conversation time. The easiest diagnosis is to listen to the audio recording of one call; if it doesn't start with the operator's response but with music or your audio recording, then this is the cause of the problem.
Data in GA4 reports
After activating the integration, data is pulled into Google in about 24 hours (provided that the client had enough calls. Since if there were very few calls, Google's thresholds may still work during the first data transmission). More details about the limits here
It's also important to check the following:
Whether the identifier and API key were specified without errors or spaces during activation.
Whether 24 hours have passed since the integration was activated in the Ringostat PA
Whether there were calls and if there were enough of them
When calling from the website - whether there is an event in the "real-time" section
After the event appears, it should be marked as a conversion here:
After this, you can set up separate goals for calls. More information about setting up goals can be found here.
Google indicates that it's necessary to view data on events and conversions in the "Engagement" reports
For example, here we can see all call conversions, and by clicking on them - sorting by various parameters. For example, by channel:
Or sorting by campaign
Why there might be a difference in data:
Several events from one user within one session are counted as one.
Goals are not set up and all events are counted as "All calls". For example, a client called once - didn't get through, then called again after 10 minutes and talked to a manager. There are two calls, but one event. In this case, you can set up conversions for different types of calls - for example, a conversion for missed calls, and for answered ones - then it will be two conversion events.
Different attribution models
IMPORTANT! By default, GA4 uses a data-driven attribution model, but it can be changed. Ringostat tracks the last non-direct transition.
You can choose an attribution model and conversion window at the resource level and apply them to multiple reports. To do this, go to Administrator > Attribution settings.
Data discrepancy in Ringostat and in a third-party PBX where Ringostat redirects calls
The discrepancy in the number of calls is quite a common situation. It arises because it's difficult to account for all resources where the company's number is placed or to understand all the peculiarities of call recording in one system or another. Or, as is often the case, some calls go directly to the company, not to the project's substitution number through call tracking.
Based on our experience, here are the following reasons for data discrepancy in calls between Ringostat and our clients' PBX systems where the system redirects calls:
Old numbers.
Very often, clients connect our service to their website and assume that they will immediately record all calls in our reports. At the same time, it's necessary to remember that there are other offline channels where their real numbers have long been placed (social networks/ad extensions/business cards/billboards, etc.). So it turns out that in such cases, the number of client calls that came to the PBX will be higher than in Ringostat reports.
Example:
Ringostat is set up on the website and number replacement is set for all sources. Even in this case, there will be calls from clients who previously wrote down the numbers or by recommendation from acquaintances. As a result - Ringostat records fewer calls than the final PBX, which already receives all calls.
Solution 1:
Check where the company's direct numbers are placed and replace them with virtual ones using static call tracking. Usually, these are company cards in Google, groups on Facebook and Instagram. This will reduce the difference in the number of unrecorded calls that bypassed Ringostat.
Solution 2:
Connect all old phone numbers to Ringostat and receive calls using SIP accounts. Even if your old phone numbers are not in SIP format, they can be connected to our PBX using forwarding to a virtual SIP number that is already connected to the project. The call source can be named "Old phone number" or "Direct number". This will allow recording absolutely all calls in our log.
2. Backup numbers.
Whether we redirect calls to our SIP account, which is registered in the client's PBX, or to the client's external SIP, we always recommend specifying backup numbers for stable and reliable operation.
Example of such a forwarding scheme:
If on the receiving side of the PBX there is no possibility to receive calls (internet/electricity) on the SIP account, the system will immediately redirect calls to the number. Only in this case, if this number is not tied to statistics collection on the client's side, they will have fewer calls than we do.
Solution:
Use a selection condition on the Ringostat call reports side regarding who received the call.
3. Third-party service.
If a business connects Ringostat and uses a third-party service's Callback form without linking to Ringostat, such calls will also not be recorded in the project statistics.
Solution:
Use the Ringostat Callback widget, our SIP accounts for outgoing calls.