Which calls count, and which are excluded?
Your metrics count real customer calls only. SuperLedger automatically leaves out test calls, spam and robocalls, "ghost ping" calls, automated system/IVR calls, web-lead notification events, and any call from a location you've excluded. This is why your SuperLedger call count can be lower than the raw total in your CRM — the junk has been removed so your numbers reflect actual conversations.
What it tells you: which calls are behind every number on your dashboards and reports.
What's counted
A real, inbound customer call to a location that's active and included in reporting.
What's excluded
- Test and demo calls.
- Spam and robocalls, including ghost pings (silent automated pings).
- Automated system / IVR calls and web-lead notification events — these aren't customer conversations.
- Very short pings that never became a real conversation.
- Calls from excluded locations (you control this — see How do I choose which locations are tracked?).
Legitimate Google Business (Duplex) calls — Google's assistant calling on behalf of a real customer — are counted. They're not spam.
Where you'll see it
This filter applies everywhere: the Dashboard, Monitoring → Call Logs, Gap Analysis, Alerts, and your client portals all use the same definition, so the numbers line up across the product.
Common questions
- Why is my SuperLedger call count lower than my CRM's? Because your CRM counts everything, including spam, test calls, and system pings. SuperLedger removes those so you see real customer activity.
- A real call is missing from my metrics — why? It may have been tagged as spam, or its location may be excluded. Open the call; if it was wrongly tagged spam, click Restore to Normal.