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Call outcomes explained

Every finished call gets exactly one outcome. There are five, and they mean specific things — knowing which is which is what makes your call log and analytics readable at a glance.

The five outcomes

Outcome	What it means
Booked	An appointment was actually created during the call. The strongest signal you have — this call turned into business.
Completed	The caller got a real answer and didn't need to book or be transferred. Hours, directions, a question your knowledge base covered. This is usually the biggest bucket.
Transferred	The caller was genuinely connected to one of your transfer destinations. Only recorded once the transfer actually connected.
Callback Requested	The caller asked to be rung back rather than booking, and a confirmed number was captured.
Abandoned	The caller hung up early, before any real interaction. Not a failure by itself — wrong numbers and misdials land here too.

Why there's no “missed”

Your agent answers every call. "Missed" implies nobody picked up, which never happens — so it would be a permanently inaccurate label. Abandoned covers the real version of that: somebody rang and left before there was a conversation.

There's no "voicemail" outcome either, because there's no voicemail box. See Callbacks & voicemail.

Reading them in practice

Lots of Abandoned — check how long your greeting is, and whether the recording notice plus greeting is making people wait. Also worth checking your number isn't getting spam traffic.
Lots of Completed but few Booked — your agent is answering questions well but not converting. Usually means no services defined, or availability rules so tight that nothing is ever offered.
Lots of Transferred — your transfer scenarios may be too broad, or your agent genuinely lacks the knowledge to handle those calls. Read a few transcripts to see which.
Lots of Callback Requested — often the same story as above, but with no transfer destination available to catch it.

A failed transfer is never counted as a successful one

If a transfer doesn't connect, the caller stays with your agent and the call is recorded under whatever actually happened next — never as Transferred. The number in your analytics is transfers that genuinely reached someone.

Where outcomes show up

Calls — a coloured pill on every row, and a filter to show one outcome at a time.
Dashboard — headline counts and your recent conversations.
Analytics — the outcome breakdown, and on Full analytics the booking conversion rate derived from it.
Notifications — Booked, Transferred and Callback Requested are the three that email you a transcript by default. See Email notifications overview.
Webhooks — the outcome is on every call.completed event, on the Scale plan.