Call Reporting Improvement (Voicemails are being counted as completed calls!)
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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.
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Susie Sun
Yes- please with missed calls too!
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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.
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Jenn Jackson
Mike Hughes People have been asking for this since 2020.
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Susie Sun
Any solution for this? I really need this!
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Joe Garbutt
Very frustrating and the one major limitation we have found with the platform. We rely on being able to track whether a call was actually completed both inbound and outbound, however currently gohighlevel cannot identify whether the call went to voicemail accurately and therefore is flagging it as complete.
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Joe Garbutt
If anybody knows an effective workaround for this, even if its integrating an additional software, please let me know.
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Jenn Jackson
Joe Garbutt I created "opportunities" named for the call dispositions I needed. That way I can pull stats on calls: warm leads created, not interested, no answer, left voicemail, requested more info, scheduled meeting, etc
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Don Franklin
The is what the call connect feature was created for. It will not "release" the call unless the receiver presses any key to connect, so voicemail or no answer can't press a key the call is not connected and therefore is 100% of the time marked as missed call. Otherwise it is relying on the technology called AMD (Answering Machine Detection) which as you have experienced that technology is not consistent and works like 50% of the time. Otherwise, it relies on the technology called AMD (Answering Machine Detection), which, as you have experienced that technology is not consistent and works like 50% of the time.
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Tyler Uenaka
Don Franklin The call connect feature is for incoming calls, not outbound. So yes you're right but only for incoming. It still makes it inaccurate for all outbound calls.
That is why I'm suggesting a time length adjuster to set maybe if a call goes over that minimum, then it counts as an answered call. Hope this makes sense.
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Momentum Pro
Tyler couldn't have said it better.
Very small problem that turns into a bigger issue than it should. Specifically, we have workflows that fire off of the outcome of the call. Obviously voicemail calls and completed calls are very different workflows.
I hope this gets fixed asap as well!
Thanks,
Cody Saunders
-MomentumPro
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Joe Garbutt
Momentum Pro did you every find a solution/workaround for this?