GoHighLevel call reporting missing calls
Short answer
GoHighLevel's Call Reporting tracks calls by number; Agent Reporting tracks them by user, so their counts can differ. Calls go missing from the report when the date range, number filter or time zone is off, or when your own Twilio number's webhooks don't point to HighLevel. Forwarded calls show as completed even when voicemail answered, unless Call Connect is on.
How to fix it
- Open the report. Reporting > Call Reporting: incoming and outgoing tabs, all numbers or one, and a CSV export.
- Match the dates and time zone. Check the range and time zone against what you expect.
- Pick the right report. Call Reporting is by number; Agent Reporting is by user.
- Your own Twilio account. On each Twilio number, set the incoming-call and call-status webhooks to the addresses in HighLevel's Twilio setup article, so calls and their statuses reach HighLevel.
- Forwarded calls. Turn on Call Connect in the number's configuration; otherwise forwarded calls are marked completed even when nobody answered.
- Tracking with number pools. Number pools need at least four numbers and the tracking snippet on your site, with the displayed number matching the link format.
Common questions
- Why do Call and Agent reporting disagree?
- One counts by number and the other by user, so forwarded and shared calls land differently.
- Do recordings work on my own Twilio account?
- HighLevel says own-Twilio recordings need a separate Twilio sub-account per location.
Rather we set it up?
We set this up for you as part of a done-for-you package, quoted on a free call.
Revenue dashboard
One screen that shows where your leads come from, how many book and show, and what they turn into, by source and service.
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Related fixes
GoHighLevel calls going to voicemail, or forwarding not working
Usually the timeout, owner routing sending the call to someone else, a user with no device ticked, or Call Connect's press-to-accept being missed.
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Read the fix
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