Reporting on calls

[Huntscape-Ops]

I have a customer that is using Hubspot calling and we built a report to see how many calls each rep is making.  The report is incorrect and showing way more calls than were actually made.  Below are the filters

AND here is what we want displayed

[Shae_Taylor]

I've had something like this happen before and it's usually one of these few things: 

• Calls being counted more than once due to associations. The call logged could be showing on the contact and the associated deal. 
• Duplicate call logs. Are your reps manually logging calls in addition to the auto-logging that HubSpot does? 

In your report builder: 

• Check whether the call activity is being counted once per associated object.

• Try building your report using “Activity Properties” only and excluding associations to avoid duplicate rollups.

• Use the “Unique activities” count if available.

Hope this helps clean things up — let us know how it goes!

[karstenkoehler]

Hi @Huntscape-Ops,

As a first step, make sure that the primary data source of the report is actually calls. In the screenshot, it's showing contacts as primary data source. That in itself can skew the numbers.

Can you please adjust and check if things look correct afterwards?

If they don't, you can always click into the visualization in the chart (e.g. onto a bar) to see which call records are being pulled into the report. This can give clues as to where these calls are coming from and how you can filter them out of your report.

Best regards

[Huntscape-Ops]

Thank you for the reply.

I made the suggested changes but the number is the same and the rep is
saying it is too high.

[karstenkoehler]

@Huntscape-Ops have you looked into which call records are being pulled into the report, by call owner, date, time, associated records?

It's often the case that someone says "this number is too high" or "this number is too low" but that doesn't change the fact that something was documented by HubSpot.

There are two options then: the numbers in HubSpot are in fact correct and the person is wrong (which can be an insightful moment) or HubSpot is documenting more than it should / the report needs to be filtered more strictly – in which case you would make the necessary adjustments.

[Huntscape-Ops]

This contact is showing in the report but has 0 calls on the contact record

[image: image.png]

[karstenkoehler · Accepted solution]

@Huntscape-Ops there's only a file name in your reply, no image.

Are you sure that you're looking at an unfiltered activity timeline for that contact? https://knowledge.hubspot.com/records/filter-activities-on-a-record-timeline

Are you sure you have permissions to see all activities on the record?

Have you confirmed that the report is not just showing the contact name as part of the activity information – but that there is an actual association between contact and call?

If yes to all of the above, and if you still can't find the call record on the associated contact record, this would be a bug I'd recommend contacting HubSpot support about.