Dynamics Community Forum Thread Details

Call Report is double-counting calls for some reps, not all

Hi community,

I have a report in the CRM that lets reps know how many calls they've logged.

Some reps have the report double-counting calls while others don't, they all use the same report/filters, so this must be a setting on the rep's side.

The double-counting occurs when the CRM auto-logs an activity, and then when the rep logs the call manually with their notes, disposition, etc, it's counted twice. Again, this is only a problem with some reps.

We have ring central as our dialer. Ring Central isn't fully integrated into the CRM, everyone has the Ring Central Phone App running on their computer and have it as their default computer phone.

The first screenshot below is the filters that the report uses. All reps use the same report.

The second screenshot is an example of a rep's calls being double-counted. You can see the 'Outbound call <phone number>' is auto-logged, and then a few minutes later, the rep manually logs the call.

The third screenshot is an example of a rep who only has the manual call logging showing up on the report.

OnPaste.20210518_2D00_130917.png