Call statuses explained
When an agent logs a call, they pick one of seven statuses. The choice matters — call statuses drive reports, auto-assignment eligibility, and your team’s daily numbers.
The seven statuses
Called
You connected and had a real conversation.
This is the “happy path”. Pair it with:
- A duration > 0
- A note describing what was discussed
- Optionally, a status change on the lead itself (
Interested,Not Interested,Followups, …)
Busy
The line was busy. You’ll try again later.
The lead’s status doesn’t change. The call counts as an attempt, not a connect. Reports show it under “Attempts” but not “Connected calls”.
No Answer
Rang to voicemail or timeout. No human answered.
Same accounting as Busy: attempt, not connect.
Missed
Mostly for inbound calls — the lead called you, but the agent didn’t pick up in time.
Tracked separately in Reports as a service-level metric. If you have many missed calls, you have a staffing or routing problem.
In-progress
A call is happening right now.
Used in team / supervisor views to show what’s live. Rarely picked manually — usually the dialler integration sets this.
Follow up
You spoke; there’s a scheduled next contact.
Picking this automatically opens the Schedule follow-up modal. After
saving the follow-up, the lead’s status flips to Followups.
Rescheduled
The lead asked to be called back at a specific time.
Similar to Follow up but explicitly initiated by the lead. The note field is the right place to capture why they wanted to defer.
What counts as a “connected call”?
Calliyo’s rule of thumb in reports:
A call with duration > 0 is a connected call.
This is intentionally simple — it doesn’t depend on the agent picking the right status. If you actually talked, your dialler captured time, and the metric updates.
This is why duration matters. An agent who logs every call with
duration = 0 will appear to never connect, even if they’re picking
the right status. The dialler integration normally fills this in; for
manual logging, the agent must enter it.
How statuses interact with auto-assignment
Settings → Configurations → Auto lead assignment re-assigns leads based on their lead status (not their last call status). The typical mapping:
| Last call status | Likely lead status | Reassigned by auto-assignment? |
|---|---|---|
| Called → Interested | Interested | No |
| Called → Not Interested | Not Interested | No |
| Busy / No Answer | Not Picked | Yes (if configured) |
| Missed | Missed | Yes (if configured) |
| Follow up | Followups | No |
| Rescheduled | Followups | No |
The point: a lead that didn’t pick up gets recycled to another agent; a lead that’s been spoken to does not.
Reports
The Reports section breaks down calls by:
- Status (the seven above)
- Day / week / month
- Agent / branch / department
- Tag and campaign
Use these to see, for example: “how often does our hot-list of leads actually pick up?”