Call statuses and outcomes
What Success and Failed mean in History, how the AI review sets an outcome, intent and tone, and what each label means.
Two different things are shown for a call, and they are easy to mix up.
Status: did the call run?
The Status column in History is either:
| Status | When it appears |
|---|---|
| Success | The call connected and had conversation or talk time. |
| Failed | The call ended in an error, or nobody spoke (no talk time and no turns). |
Status says nothing about whether the caller got what they wanted.
Outcome: did it go well?
After a call, Phynxa's review (unless Call summary is off for the agent) writes a summary and chooses one outcome. The call page and the agent's Logs show it with these labels:
| Label | Which outcomes | Meaning |
|---|---|---|
| Successful | resolved, appointment_booked, information_given | The caller's need was met. |
| No answer | no_answer | The call was not answered by a person. |
| Unresolved | needs_followup, abandoned, unclear | It needs follow-up, the caller left, or the review could not tell. |
| No conversation | (a reviewed call with no turns) | Nobody spoke. This is not counted as a failure. |
| Not reviewed | (none yet) | The review has not run. |
| Summary off | (none) | Call summary was switched off for this agent. |
The review also records:
- They wanted: the caller's intent in a few words.
- Tone: positive, neutral, negative or frustrated.
- Score: a quality score used in Analytics.
- Still to do: action items the AI thinks remain.
- Details captured: names, numbers and emails picked out.
Direction
Inbound and Outbound are real phone calls. Test is a browser Talk or Chat test.
Testing
Run a short test call and open it in History; compare Status with Outcome.
Expected result
A normal answered call shows Success and an outcome of Successful or Unresolved.
Troubleshooting
- A good call is Unresolved. The review judges only the conversation; improve the agent's goal in its prompt, or Review this call again.
- Everything is Failed. Check the calls are connecting and speaking; see Call connection failures.
Related guides
Something here does not match what you see in the dashboard? Let us know.