Each call in Calls has three pieces of status information: the Status of the call itself, a Transfer result if the call was passed to your team, and the Who answered chip. Hover any of them in the call log to see a short explanation.
Call status
| Status | What it means |
|---|---|
| Completed | The call has ended and been disconnected. This is what most calls show. |
| In progress | The call is happening right now. |
| Ringing | The number is ringing and nobody has answered yet. |
| Queued | The call was received and is waiting to connect. |
| No answer | Nobody answered before the time ran out. |
| Busy | The line was busy. |
| Canceled | The call was stopped before anyone answered, usually because the caller hung up. |
| Failed | The call couldn't be connected. |
In progress, Ringing and Queued are temporary. Click Refresh after the call ends to see the final status.
Transfer result
When the assistant passes a call to your team, a line under the status shows how it went, for example Transfer: Completed. In the detail panel the same thing appears as a Forwarding chip.
- Completed: the transfer went through and the call later ended normally.
- Canceled: the transfer was stopped before anyone answered.
- Failed, Busy or No answer: nobody on your team took it, the caller hung up, or the number is unavailable or wrong.
If a transfer doesn't go through, the call comes back to the assistant, which apologizes, tells the caller it can still help, and offers to open a ticket if tickets are set up. Learn more in Transfer calls to your team.
Who answered: AI or Team
This chip shows who the call went to first:
- AI: the assistant answered the call.
- Team: the call rang your team's number first. This only happens when your team answers first and the call comes in during office hours. See Who answers calls first.
Hover a Team chip to see how that first ring went. Completed means your team took the call and the assistant didn't take part. Busy, No answer or Failed means nobody picked up (or the team's number couldn't be reached), so the assistant took over.
The Answered by filter uses the same information: Answered by: team lists calls that rang your team first, including those the assistant ended up taking.
Satisfaction
The Satisfaction column shows stars only when the caller answered your satisfaction survey. A dash means there was no survey or the caller didn't answer it. See Satisfaction survey.
Good to know
- A short call with Completed status isn't necessarily a problem: the caller may have just asked for your hours.
- If you often see Team calls with No answer, check that the number and office hours in Hours & answering are right, or let the assistant answer first.
- Your team has about 25 seconds to pick up before the assistant takes the call. If it reaches a voicemail, the assistant comes back on the line.