Fixing HubSpot Call Reports That Show Every Call Under One User

If your HubSpot call reports show nearly all calls belonging to a single user, usually an admin, while your reps show few or none, nothing is broken. The report is measuring the wrong field.

Why It Happens

HubSpot can group call activity two different ways, and they do not mean the same thing:

• Activity created by is whoever or whatever made the record. For Kixie calls, that is the integration itself, acting as the HubSpot Super Admin account that authorized the connection.
• Activity assigned to is the rep who actually placed or received the call. Kixie sets this correctly on every call.

HubSpot's default call reports group by created by. That is why one account appears to have made every call.

The Fix

Edit the report and group or filter by Activity assigned to instead of Activity created by. Everything else about the report can stay as it is.

Apply the same change to any saved report, dashboard tile or custom report that counts calls per rep. Reports built before you make this change keep the old grouping until you edit each one.

If you are not sure how to edit a report's grouping, HubSpot's own documentation on editing reports covers the mechanics, and the field you are looking for is named exactly as above.

What This Does Not Affect

This is a reporting display issue only. It does not affect:

• Which contact or deal the call is logged against.
• Call recordings, outcomes, notes or durations.
• Anything inside Kixie's own reporting, which attributes calls to the rep correctly.

If your Kixie dashboard and your HubSpot report disagree on who made a call, this is almost always the reason.

Other Ways This Shows Up

Customers describe this as all calls showing under the admin, rep call counts showing zero, calls attributed to the wrong user, HubSpot reports not matching Kixie reports, or call activity logged under the integration rather than the agent.

Related

Kixie's HubSpot Integration: Configuration and Behavior covers what else the integration writes to HubSpot. Syncing Calls to Companies in HubSpot covers calls logging against the wrong record.