When you're on the Call Statistics page, it is completely normal to notice a difference between the sum of calls in the leaderboard and the global statistics. No worries, this is an expected behavior 👇
Example:
Let's imagine there are 10 missed calls. If the same call is missed by several people, it will be counted for each of them in the leaderboard. Result: the total may go up to 13 (for example: 9 + 2 + 2), even though these are indeed 10 unique calls.
Why don't all missed calls appear on the leaderboard?
Not all missed calls are displayed on the leaderboard because some calls may be:
Redirected to the Interactive Voice Response (IVR) system
Sent to users who are in 'Snooze' mode
Not connected to any specific user
To understand why a specific missed call is not on the leaderboard, you can click on the call in the dashboard logs view to see the detailed call information.
Why do calls appear differently in the dashboard vs. desktop app?
There can be platform-specific differences in how calls are displayed due to varying configuration settings. The dashboard and desktop app may interpret call statuses differently, especially regarding voicemail and missed call settings. Ringover is working on aligning both platforms to provide a more consistent user experience.
Other reasons for statistical discrepancies
Several additional factors can cause differences in your call statistics:
Different calculation methods between tabs (Statistics vs. Call History)
Technical issues like data synchronization problems or temporary system glitches
Call transfers being counted as separate calls (more on this below)
ANNOUNCE_ANSWERED calls may be counted differently across reporting views
If you notice significant discrepancies that seem incorrect, try refreshing your dashboard or waiting a short time for the system to update. For persistent issues, contact Ringover support with specific screenshots of your statistics.
How to get a clearer view?
You can adjust the display so that transfers are counted only once. Here's how:
Click on "Edit filters"
Scroll down to the "Transfer Management" section
Select "Single call"
Then "The last answered call"
With these filters in place, your stats will be easier to read, and you'll be able to better track your team's performance 🎉