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Google Forwarded Number Call Duration

Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭

We use call extensions in several campaigns.  On the dimensions tab we can see call duration.  My question is:

 

If a person calls and speaks with our receptionist but is then transferred to someone else within our organization, does the call duration clock keep running or does it stop when the person is transferred?

 

Thanks for any insight.

1 Expert replyverified_user

Google Forwarded Number Call Duration

Top Contributor
# 2
Top Contributor

Hey there;

The counter starts once the call connected. If the common behavior is to transfer the call to a specialist, then  set the conversion time period to a longer time period  e.g. If your current conversion setting is 60 seconds, (the default)  and the dialogue with the receptionist adds  about extra 30 Sec, set the conversion tine to 90 sec.

 

Moshe, AdWords Top Contributor , Twitter | Linkedin | Community Profile | Ad-Globe
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Google Forwarded Number Call Duration

Badged Google Partner
# 3
Badged Google Partner

I would think, that as long as the call is not disconnected - ie, the call forwarding number does not change - Then, YES. The call duration clock would keep running. Google is tracking the incoming call forwarding number. As Moshe said, if your concern is which calls do, or do not result in a "conversion" based on duration, then consider setting a minimum duration greater than the average time of transfer. But, yes. As long as the customer stays on the line, after dialing / clicking to call the call forwarding number, then the duration clock will keep running until the end user ceases the call.

 

Tom