Monday, November 21, 2011

Call Analytics

It has always been the goal of KooKoo to marry the web world with the telecom world. If you look at the web world, there are a host of services which analyze user behavior on websites and this helps in user retention, reducing bounce rates etc. But the same is lacking in the telecom world.

Wouldn't it be great if we could just use the web analytic engines and apply them to the telecom domain. That's exactly what we plan to do in this blog post. We will show you how you can link your KooKoo code with Mixpanel so that you can do call analytics using Mixpanel.

For our example, lets take a simple scenario. Let's say we are a deals site and we are providing deals on phone. Every day we offer 2 deals and we want to track. If the customers choose a deal, they can either buy directly or talk to an agent.

The code for this in KooKoo can be found at (Initial Code)

As you can see, this is plain vanilla KooKoo code which asks the user to select a deal and processes the selection.

To link this with Mixpanel, we will use their well defined APIs. For this example, we will be using the PHP library located here. Once we download the library and include it in our code, all we have to do is add the following line whenever we want to track an event. 

$metrics->track('event_name',array('name'=>'deal1','distinct_id'=>'9000655452'));

The track function takes an event name and an array of attributes related to the event. distinct_id is a special attribute which can be used to track repeat callers using Mixpanel.

So in our code we need to add the following lines:

//you will get the key after registering at mixpanel.
$metrics = new MetricsTracker("your_mixpanel_api_key");
//here, we are tracking that user 9000655452 called and he purchased deal1
$metrics->track('purchase',array('name'=>'deal1','distinct_id'=>'9000655452'));

The full code is given here (Final Code )

Once we add this and you start getting calls, your mixpanel dashboard starts filling up. For example, we get graphs as shown below: 


As you can see, currently we have got more calls for deal 1 than deal 2. This is just a starting step. In the next blog we will show how you can use funnels to track the call flow and see where your users are dropping off etc.