topic Re: Missed calls not answered by an assigned user keeps getting counted in Calling

Missed calls not answered by an assigned user keeps getting counted

RebeccaSpataro — Mon, 11 Sep 2023 07:18:52 GMT

For my team's KPI we need to track number of calls within a month and call duration. We currently have our phone software integrated with hubspot, we can track number of calls with assigned users (we have a report set up on our dashboard).

However, every call gets counted including unaswered missed calls, we only want to be tracking connected outbound and inbound calls. Missed calls not answered by an assigned user should not be tracked but it seems to be.

Would anyone have suggestions on how to fix this?

TIA

Re: Missed calls not answered by an assigned user keeps getting counted

ContentNinja — Mon, 11 Sep 2023 07:54:07 GMT

Hey @RebeccaSpataro,

I see that you have created a report to track your calls against the users on HubSpot. Now, you can put filters in the report to check only the ones that you want to see (that are the connected ones).

To track the call outcomes, you can make it a mandatory property whenever someone is making a phone call. You can also edit the outcomes in the Calling section under Tools Settings.

Hope this helps,

Tushar Mittal

Digital Marketer | HubSpot Platinum Partner | MarTech Expert

If this helped, please upvote and "Mark it as a Solution" so that it can help the community.

Re: Missed calls not answered by an assigned user keeps getting counted

RebeccaSpataro — Tue, 12 Sep 2023 00:00:38 GMT

Hi Tushar,

That is really helpful thanks so much!

If I wanted to track the number of inbound calls to outbound calls for my team would this also be possible to be generated as a report?

Thanks

Re: Missed calls not answered by an assigned user keeps getting counted

ContentNinja — Thu, 14 Sep 2023 17:21:19 GMT

Hey @RebeccaSpataro

Yes, you can, as long as you are storing that information in properties on HubSpot.