Introduction


The Adobe Analytics integration allows for Delacon calls to be pushed into Adobe Analytics as an event.


Mapping Delacon Service IDs


  1. Login to the Delacon Portal:

    https://pla.delaconcorp.com/siteui/login

  2. Navigate to Reporting -> Integration:
  3. Navigate to Adobe:
  4. Click on ‘New Integration’:
  5. Select the Service ID’s you want to map to Adobe Analytics and click ‘Add’:
  6. Click Home


Adding Adobe Information


Once you have selected the Delacon Service IDs to map, you need to enter in the below Adobe Analytics information:

  • Report Suite ID
  • Event#
  • URL

All of this information can be found in your Adobe Analytics instance.


Example of event# required is shown below


You have two options for updating this information in the Delacon Portal:


Option 1: Updating for all CIDs mapped:


On the Adobe integration screen, enter the above information in the relevant fields and click ‘Save’.


This will update all CID with the entered information.


Note: The URL should be in this format:  http://xxxxx.sc.omtrdc.net/b/s//6. Adobe ClientCare can help provide the URL.



Option 2: Updating CIDs individually

If you don’t want to update all of the CIDs with the same Adobe Analytics information, you can update each one individually.

1. Click on the ‘Edit’ button for the CID you want to update:


2. Update the relevant fields with the Adobe Analytics information and click ‘Confirm’:

3. Repeat the above process for all CIDs you want to update.


Provide Delacon with Event Variables


Once you have mapped your Adobe Analytics integration to Delacon and added the Adobe Analytics information, you will need to send to Delacon the Event Variables. The Event Variables are the pieces of call tracking data you want to track and report on in Adobe Analytics.


Please email these through to your account manager.


See table below for the Event Variables (eVar) to be set up:


Attribute Name
Attribute API Key
Description
Provide eVar ID from Adobe (example)
PLA_Call_Id
PLA_Call_Id
The Call ID
1
PLA_CallResult
PLA_CallResult
The result of the call: Answered, Busy, Hang UP
2
PLA_CID
PLA_CID
The CID
3
PLA_City
PLA_City
City call originated

PLA_Dtmf
PLA_Dtmf
The phone menu option selected by the caller

PLA_DtmfDesc
PLA_DtmfDesc
The name of the menu option selected by the caller

PLA_Duration
PLA_Duration
Duration of the call

PLA_Exchange
PLA_Exchange
The exchange the call originated

PLA_Locale
PLA_Locale
The country and local language

PLA_MID
PLA_MID
The MID

PLA_State
PLA_State
State the call originated

PLA_SurveyOutcome
PLA_SurveyOutcome
Outcome of the post call survey

PLA_SurveySaleAmount
PLA_SurveySaleAmount
Sales value if a sale occurred

PLA_Caller
PLA_Caller
The caller number in e.164 format, for example Australia number is 61xxxxxxxxx

PLA_CallerHashed
PLA_CallerHashed
the caller number in e.164 format and hashed by SHA256


What does the data look like?


See screen shots below of Delacon Call Conversions in Adobe Analytics:

Call by Device Category


Call by Device Name


Call by Keyword


Call by Region


Total Call Volumes by day:


Call Volumes by Call Duration


Total Call Volumes by Call Status