We have released a rebuilt CallTrackingMetrics integration (v2). If you connected CallTrackingMetrics before this update, your existing sources will keep working, but they will continue using the v1 API.
To take advantage of the improvements described in this article, you'll need to add your CallTrackingMetrics account again as a new source in the integrations menu by choosing CallTrackingMetrics v2. Your old v1 source and new v2 source will appear separately in Whatagraph.
What's new in v2
Text Messages as a separate report type
V2 adds a dedicated Text Messages report type for inbound and outbound SMS activity. In v1, text messages were mixed into the same call streams as voice data. You can now report on SMS volume, direction (inbound vs outbound), and billing separately.
More granular call metrics
V2 computes metrics directly from raw call records rather than relying on server-side aggregations. This gives you access to breakdowns that were not available in v1:
Metric | Description |
Call count | Total number of calls (1 per record) |
Answered | Calls with status: received, completed, or answered |
Missed | Calls with status: missed or no answer |
Voicemail | Calls that went to voicemail |
Abandoned | Calls that were abandoned or excluded |
First call | Calls from a first-time caller |
Hold time | Total hold time in seconds |
Wait time | Total wait time in seconds |
Billed amount | Billable amount associated with the call |
Timezone-aware date filtering
V2 uses the timezone set on your CallTrackingMetrics account when filtering data by date. Call records are now attributed to the correct day in your account's local timezone rather than UTC, which means date-range totals will match what you see inside CallTrackingMetrics itself.
Response caching
V2 caches API responses for up to 6 hours. Repeated report loads or widget refreshes for the same date range will be faster and will not count against your CallTrackingMetrics API rate limits.
Report types
The report type structure has changed between v1 and v2.
V1 report type | Status in v2 | Notes |
Aggregations | Removed | Was already marked as deprecated in v1 |
Groups | Replaced by Calls | V2 fetches raw records instead of server-side grouped data |
Series | Replaced by Calls | Date-based breakdowns are now handled within the Calls report type |
— | Text Messages (new) | SMS activity now has its own dedicated report type |
What was removed in v2
Dimensions
The following dimensions are no longer available in v2. They were sourced from CallTrackingMetrics' Enhanced Caller ID add-on, which provides demographic enrichment data on callers such as name, billing address, and demographic details.
Removed dimension | Group in v1 |
Age | Enhanced caller ID |
Gender | Enhanced caller ID |
Education | Enhanced caller ID |
Language | Enhanced caller ID |
Occupation | Enhanced caller ID |
Marital status | Enhanced caller ID |
Household income | Enhanced caller ID |
Homeowner status | Enhanced caller ID |
Length of residence | Enhanced caller ID |
Market value | Enhanced caller ID |
Presence of children | Enhanced caller ID |
Day of the week | Activity |
Hour | Activity |
FormReactor name | Activity |
Optimizely - experiments | Web visit |
Optimizely - variants | Web visit |
Metrics
The following v1 metrics are no longer available as standalone metrics in v2. The underlying data is still accessible; for example, duration and talk time are available as sum metrics, but pre-aggregated variants like averages, min/max, and percentage breakdowns are no longer returned by the API.
Removed metric | How to approximate it |
Average duration | Use Duration (sum) ÷ Call count to approximate |
Average talk time | Use Talk time (sum) ÷ Call count to approximate |
Average ring time | Use Ring time (sum) ÷ Call count to approximate |
Average score | Use Score (sum) ÷ Score count to approximate |
Minimum score / Maximum score | Not available in v2 |
Global unique / Global unique % | Not available in v2 |
Period unique / Period unique % | Not available in v2 |
Total % / Conversion rate | Not available in v2; use Conversion ÷ Call count |
Tip: You can recreate average metrics using Whatagraph's custom formula builder. Go to Organize > Custom Metrics, create a formula metric, and divide the sum metric by count metrics.
How to connect CallTrackingMetrics v2
Step 1. Go to Data Sources and click "+Connect new source".
Step 2. Search for CallTrackingMetrics v2.
Step 3. Enter your API Access Key and Secret Key and click "Add an account".
Step 4. Select the source you want to connect to and click "Connect your data".
Your v2 source is now ready to use in reports. Your existing v1 source will remain active and unchanged; you can remove it once you've rebuilt any reports using the new sources.
If you have questions or need help migrating your reports, please reach out to our support team.