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Status of The Calls

This guide explains how to use the "Filter" feature on the Calls page to categorize calls by type—such as Inbound, Outbound, Campaign, or Internal—and by their specific status. It defines the various call states (like Serviced, Abandoned, or Busy) to help users accurately track and manage their communication history.

You can filter for the calls by their types or states by going to calls page and clicking   on “Filter”. Below are the meanings of the calls states.

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Filter based on Type

  • Inbound Calls

  • Outbound Calls

  • Campaign Calls: Calls done through the campaign API.

  • Internal Calls: Calls between agents.

Filter based on Inbound States

  • Serviced: Inbound calls successfully serviced by the agent.

  • Out of Hours: Inbound calls received within outside working hours that are set on your account.

  • Dropped: Inbound calls where the caller hung up the call while they are still in the IVR, before getting directed to an agent.

  • Abandoned: Inbound calls where the caller either hung up the call after getting directed to an agent but before the agent got to answer the call. Or inbound calls where the call timed-out because the agent did not answer.

  • Blocked: Inbound calls received from numbers that are blacklisted by you.

Filter based on Outbound States

  • Successful: Outbound call successfully picked up by the callee.

  • No Answer: Outbound call where the callee received but did not answer the call.

  • Failed: Outbound call that is unsuccessful, which could either be related to the caller’s or callee’s end. In this case, the call will drop immediately without ringing.

  • Busy: Outbound call where the callee was unavailable or unreachable at the time of receiving the call.

Filter based on Campaign States

  • Serviced: Successful campaign call where the callee picked up the call.

  • Dropped: Campaign calls where the caller picked up the campaign call but hung up the call while they are still in the IVR, before getting directed to an agent.

  • Abandoned: Campaign calls where the caller picked up the call but the caller either hung up the call after getting directed to an agent but before the agent got to answer the call. Or inbound calls where the call timed-out because the agent did not answer.

  • Blocked: Campaign calls sent to numbers that are blacklisted by you.

  • No Answer: Campaign calls received by the callee but not picked up.

  • Busy: Campaign calls where the callee was unavailable or unreachable at the time of receiving the call.

Filter based on Internal States

  • Successful: Internal call answered by the agent and ended before the timeout time.

  • No Answer: Internal call received but not answered by the other agent

  • Failed: Internal calls falling to dial, could be related to an issue from either of the agents ends.

  • Busy: Internal calls where the agent was unavailable at the time of receiving the call.

  • Timeout: Internal call where they were successful and answered by the agent by ended while they are talking due to the timeout time.