Outcomes and end reasons

See how the call ended and what it achieved. Learn what each outcome and end reason means.

#Outcomes

The outcome is the one-word result of a call. If a call did several things, the most important one wins: a booking beats a transfer, which beats a message.

Outcome	Meaning
`booked`	An appointment was booked.
`transferred`	The caller was put through to a person.
`message`	A message was taken.
`answered`	The caller's questions were handled with nothing else to do.
`forwarded`	The call followed the forward fallback.
`hangup`	The caller left before anything useful happened.
`missed`	Nobody answered, or an outbound call didn't connect.
`voicemail`	An outbound call reached voicemail.
`spam`	A robocall or unwanted sales call.

#End reasons

The end reason says how the call finished.

End reason	Meaning
`customer_hung_up`	The caller hung up.
`assistant_ended_call`	The assistant ended the call with the End call tool or an end-call phrase.
`transferred`	The call was transferred.
`silence`	The caller stayed silent past the idle limit.
`max_duration`	The call reached the assistant's time limit.
`voicemail`	Voicemail was detected on an outbound call.
`workflow_end`	A workflow reached an End block.
`dial_failed`	An outbound call couldn't be placed.
`pipeline_error`	Something failed on our side. These are rare and we look at every one.
`call_ended`	The call ended for another reason, such as the line dropping.