Before anyone decides a rep isn't dialing, work through the checks below in order. The report settings come first because they're the quickest to rule out and need no export.
Check what the report is counting
HighLevel's reports group calls in different ways, so two reports can disagree without either one being wrong.
- Call Reporting filters by the assigned phone number.
- Agent Reporting filters by staff member.
- Date ranges have to match on every dashboard before totals can be compared.
- Time zones can shift which calls fall inside a day or a week.
- ONLY ASSIGNED USER permissions can restrict what the person running the report is able to see.
Where Kixie calls land in HighLevel
When Kixie is connected, it logs calls to HighLevel Conversations at the contact level. The call details sit in the Note Body, including the duration and the recording URL, and a deal tied to that contact receives the same synced call and text activity. Kixie's FAQ says the agent who made the call is visible in Conversations.
Kixie also records the rep's disposition separately from the call. One call can therefore show up as two rows in a contact's history: the call, and its outcome. The outcome row is not a second call.
Two streams of call records
In the accounts we work in, calls placed from HighLevel's own dialer and calls synced in from Kixie behave like two separate streams of records. We've seen the dialer's calls carry the rep as the HighLevel user while the Kixie-synced calls didn't, and that is enough to make a user-level count come up short for a rep who dials through Kixie.
That can look odd next to Kixie's FAQ, which says the agent shows in Conversations. A name you can read on the screen and the user field a report filters on aren't always the same thing. HighLevel has changed this before, so check the current screen, and a few of your own call records, before you rely on either.
A name on the screen and the field a report filters on aren't always the same thing.
Counting a rep's week without double counting
Once the report settings line up, build the count from both sources.
- Set the same date range and time zone on every report you're going to compare.
- Decide whether you're counting by phone number or by staff member, and use the report that matches that choice.
- Run the report from a login with no Only Assigned User limit, so no contacts are hidden from it.
- Pull the rep's calls made in the HighLevel dialer.
- Pull the rep's Kixie calls for the same period from Kixie's own call data, where each call carries the calling agent and a unique call ID.
- Leave out disposition records. They're outcomes, not extra calls.
- Combine the two only where you can tell calls apart by an ID. Where you can't, report the two counts side by side instead of adding them, because the same call can appear in more than one place.
The owner isn't always the caller
A contact's owner and the person who handled a call can be different people. If a report groups calls by owner, a rep who covers someone else's contacts can look quiet while they're making calls.
Decide which question you're answering before you build the report: who owns these contacts, or who made these calls. The two need different counts.
Rather have it set up for you?
We set up call reporting that reads both the HighLevel dialer and Kixie, matched by call so nothing counts twice, starting with a 30-minute 1:1 with Rob.