Call Reporting Improvement (Voicemails are being counted as completed calls!)
T
Tyler Uenaka
I LOVE the call reporting on GoHighLevel but the BIGGEST ISSUE with it is the fact that if I leave a voicemail it's counting as a "Completed" call when in fact it was a no answer. So the reporting is technically inaccurate when I want to see the total completed calls someone has made on my team.
This also ruins my avg. call duration reporting as it's showing to be a lot lower than it actually use due to it counting 15 second voicemails.
I'm suggesting to fix this so reporting is more accurate, OR, if that is not possible then to make a custom option to set if a call goes past a certain length then count it as completed call. That way, it's not counting 10-15 second voicemails and maybe a real conversation would only be counted past 1 minute or so (or whatever I set).
I hope this makes sense, this would be a GAME CHANGER so I don't have to manually keep track of how many REAL completed calls I've made.
Thanks,
Tyler Uenaka.
Log In
S
Sales & Marketing
Merged in a post:
Manual Call Status Reporting (ULTIMATE CALL STATUS FIX)
J
John Flaniken
The Problem:
There is so much potential with the various features that rely on Call Status... But, the existing Call Status tracking makes mistakes like marking voicemails as call completes and randomly marking some inbound calls as complete when they were missed. These mistakes make Call Status very unreliable.
Without ACCURATE Call Status Reporting, any system built on Call Status is UNRELIABLE! (workflow triggers, call-tracking / dashboard analytics, sales team activity tracking, contact behavior, etc..) I've noticed GHL's emphasis on implementing things like call reporting for sales teams and custom dashboard widgets to support this, which I am absolutely looking forward to, but without accurate Call Status reporting, features like these will be displaying unreliable data!
The Fix:
- We need a prompt screen to pop up at the end of every inbound or outbound call made through GHL (Desktop, Web & Mobile App). The prompt should ask the agent what Call Status was reached during the call (no answer, voicemail, call complete, busy, etc.)
- Any Inbound Calls that aren't specifically answered by a user should be marked as missed. Because a user has to click a button to answer a call, it must be possible to detect whether or not a user clicked the answer button on an incoming call.
- There could be an option in the phone number configuration menu to toggle between manual and automatic call tracking.
Do Note:
Using this system, all users must have inbound calls forwarded to them via the mobile or web GHL app rather than their phone number in order for the Call Status prompt to appear on Inbound calls.
S
Sales & Marketing
Merged in a post:
GHL Records Call As "Answered", Regardless of the Contact Answering Or Not
J
John Doe
Having more accurate call tracking is important and this is not a sufficient view to measure success of a call campaign.
GHL records calls as being "answered" if there was a connection between your line and the line being called. Unfortunately the call reporting is not able to calculate the number of people who actually answered the phone and had a conversation. You can tell by looking at the length of the call typically whether a conversation occurred, but there isn't a way to get the exact number.
M
Marc Böhret
Same behavior on our side. Calls are generally marked as completed, except when the caller hangs up while the phone is still ringing – in that case it is classified as no answer. This was tested on both mobile and landline numbers. Voicemail is ignored for both endpoints.
When the call is canceled from the client side, the voicemail usually kicks in. However, even if the voicemail would be detected correctly, we cannot determine whether the caller actually left a voicemail or whether the mailbox is full. As a result, statuses like busy, canceled, no answer, voicemail, and completed are not very useful - unfortunately cause we need them! Within the call dialog, so we can use the powerdialer efficiently as well.
The custom disposition buttons are good in general, but are currently not solving the problems, since only one option can be selected at a time, and there is no way to unselect a disposition once chosen.
Quick fix suggestion:
Allow multiple disposition buttons to be selected in parallel (e.g. multi-select or checkboxes), including an option to unselect them. This would allow us to define concrete next actions for the specific contact. Multi-Level.
D
Darren Gallagher
✨Would also love to have in the conversations area when
Call Details
are clicked to see more reporting data especially call length
N
Nikita Kovbasa
When?
C
Charlie Stevenson
Or custom call outcomes after the call - manually logged by the SDR, not the system.
C
Charmane Ackerman
Yes, I set up a workflow for an outgoing phone call. When the lead or contact forwards the call to voicemail - it logs the call as answered versus not answered. It's supposed to log it as NOT answered ANYTIME the leads call goes to voicemail. Can someone help fix this?
S
Susie Sun
Yes- please with missed calls too!
M
Mike Hughes
Yes, running into this problem with the custom widgets too ... when using the dialer, reporting does not reflect the call disposition result ... just answered or no answer. Clients are asking for actual call outcome in the report.
J
Jenn Jackson
Mike Hughes People have been asking for this since 2020.
S
Susie Sun
Agreed. Ideally just like Callrail!
Load More
→