IVR Call Reporting
L
LifeLead Admin
Please update the call reporting to accurately mark answered/missed IVR calls in the call reporting and conversations tab. We can't tell our clients that they will have call reporting and then have it show that every call was answered.
The system already knows that the IVR call was answered or missed in the automation, but every single call is included as "completed" in the reporting AND the conversation.
This needs to be addressed ASAP.
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H
Hannah Ainsworth
YES! The work around for us was to put an if/then if the call connections completed then it would go to that branch and the none branch would have a missed call tag and the voicemail box. It is tedious and annoying to do it this way.
S
Sales & Marketing
Merged in a post:
Fix Incorrect “Completed” Status for All Incoming IVR Calls
B
Ben .
Currently, all incoming IVR calls are being marked as “Completed”... even when the call was missed, dropped, sent to voicemail, or not connected. This creates major data integrity issues and breaks workflow automation logic that relies on accurate call statuses.
Why It Matters:
- Automations cannot distinguish between answered vs missed or voicemail vs dropped calls.
- Reporting becomes unreliable since every IVR call falsely appears successful.
- It prevents accurate follow-ups and undermines performance tracking for call teams.
Suggested Fix:
Update the IVR logic so the system correctly reflects the actual call outcome, just like standard inbound calls do. Ideally, IVR calls should carry statuses such as:
- Connected / Answered
- Missed
- Voicemail
- Failed / Dropped
Accurate call status tracking would enable meaningful automation triggers, reporting, and analytics — critical for both support and sales teams.
S
Sales & Marketing
Merged in a post:
IVR Reporting Issue
L
LifeLead Admin
Please update the call reporting to accurately mark answered/missed IVR calls in the call reporting and conversations tab. We can't tell our clients that they will have call reporting and then have it show that every call was answered.
The system already knows that the IVR call was answered or missed in the automation, but every single call is included as "completed" in the reporting AND the conversation.
This needs to be addressed ASAP.
S
Sales & Marketing
Merged in a post:
IVR Call Reporting MAJOR ISSUE
L
LifeLead Admin
Please update the call reporting to accurately mark answered/missed IVR calls in the call reporting and conversations tab. We can't tell our clients that they will have call reporting and then have it show that every call was answered.
The system already knows that the IVR call was answered or missed in the automation, but every single call is included as "completed" in the reporting AND the conversation.
This needs to be addressed ASAP.
J
Juvian Teran
BIG ISSUE FOR ME!!! PLEASE LOOK INTO THIS
R
Resh Pancholi
This is such a painful process - to have to trawl through every incoming call to see if its a voicemail... Please can this feature be fast tracked!
J
Joe Garbutt
Exactly the same for us, we bill off the back of successfully completed calls and currently there is no way to do so with gohighlevel due to outbound calls which go to voicemail being marked as completed.
Very frustrating and has a huge impact on your overall offer and level of service as well as missing out on revenue.