Understand why HubSpot and Aircall call statistics may differ and how to interpret these differences accurately.

Symptom

You may notice that HubSpot reporting for agent and call statistics does not always match Aircall reporting. 

Cause

These discrepancies are expected. HubSpot and Aircall use different internal calculations for call and activity reporting, and there is no direct communication between the two reporting systems.

Example scenario

The number of calls attributed to an agent in HubSpot may differ from the number shown for the same agent in Aircall.

This happens because in Aircall, missed calls and voicemails are not automatically associated with any user. However, in HubSpot:

  • Supervisors or other agents can later manually assign missed calls or voicemails to an agent.
  • HubSpot then counts this activity as a call for that agent in its reports.

Solution

When comparing reports between HubSpot and Aircall, remember that differences are expected due to how each platform calculates and categorizes call data. Understanding these variations can help avoid confusion when interpreting reporting results.