This matters the moment anyone reports a connect rate to a manager or a client. If the calls also sync into GoHighLevel (GHL), the same caution applies to the call records there. Below are the four numbers that get mixed up, why the webhook data looks finished before it is, and a way of counting that holds up when someone checks.
Four numbers that sound alike
On a PowerList's View Contacts page and in PowerDialer statistics, these four mean different things.
- Answered: the call was picked up, and that includes voicemail answering it.
- Connected: the call reached the Connection Duration set for your account.
- Talk Time: the agents' accumulated talk time during PowerDialer sessions.
- Last Dial Outcome: the disposition the rep submitted. While it reads Answered Waiting For Outcome, the outcome is still pending.
Answered tells you the line picked up. It doesn't tell you who picked it up.
Check your Connection Duration first
Connected is only as meaningful as the threshold behind it. Find it under Manage > Account Settings > Edit All > Options > Connection Duration, and write it down beside any report that uses Connected, so a change to the setting doesn't look like a change in performance.
Even a sensible threshold isn't proof. A call can last past it without a person on the line, so duration alone doesn't verify a human conversation. We don't know of a talk-time figure that proves one on its own, so pick a rule for your team, write it down and spot-check it against recordings.
The call ends before its outcome exists
Kixie sends End Call and Disposition as separate webhook events. Kixie's own end-call example shows a call with an answered status and no disposition set, because the rep hasn't logged one yet. The Disposition event fires when the rep logs it in PowerCall.
So a report built only on end-call events sees answered calls with no outcome. Match the two events on the call's unique ID, and don't assume they arrive together.
HighLevel shows the same split. Kixie's integration stores the disposition separately from the call activity, so a contact's history can show the call and, apart from it, its outcome.
Counting conversations that hold up
Run the count the same way every time, so this month can be compared with last month.
- Pull Answered, Connected and Last Dial Outcome as three separate figures. Never report Answered as conversations.
- Note the Connection Duration in force for the period you're reporting.
- Match each call's end-call record to its disposition by the call's unique ID.
- Treat a logged disposition as its own evidence, separate from the answered status.
- Where duration and disposition disagree, or no disposition was logged, open the recording or transcript. Kixie's call data includes a recording URL for this.
- Report conversations from that combined view, and say in the report how you counted them.
Rather have it set up for you?
We set up the call outcomes, the matching of end-call and disposition events, and a conversation count your team can check against recordings, starting with a 30-minute 1:1 with Rob.