Call Status Explained: Quick & Easy Guide
Tracking call status helps you monitor call activity, identify missed opportunities, and resolve issues faster. CallHippo provides clear call status labels for both incoming and outgoing calls so you always know what happened to each call.
Below is a simple breakdown to help you understand each status.
Incoming Call Statuses
(When customers call your team)
Completed – Call was answered successfully by an agent.
Missed – Call was not answered or disconnected by the caller before pickup.
Rejected – Agent declined the call (for example, spam).
Voicemail – Caller left a voicemail message.
Unavailable – The number or agent was not reachable.
IVR – Caller disconnected while the IVR message was playing.
Welcome Message – Caller hung up during the welcome message.
Call Not Set-Up – Call came outside business hours due to custom availability settings (download call logs to see exact details).
User Not Available – Agent could not be reached (logged out, app closed, or unavailable).
Number Not Available – Number is unreachable (set to always closed or custom closed).
Outgoing Call Statuses
(When your team calls customers)
Completed – Customer answered the call successfully.
No Answer – Customer did not pick up the call.
Rejected – Customer declined the call during ringing.
Canceled – Agent ended the call before it was answered (number busy, invalid, or restricted).
Failed – Call could not connect due to an issue on the receiver’s end.
Where to Check Call Status
You can view all call statuses by navigating to Call Logs in your CallHippo dashboard. Each call entry clearly shows its status, helping you track and analyze call outcomes easily.
Steps to check the call status:
1. Log in to your CallHippo dashboard.
2. Click on the “Call Logs / Recordings” section visible to the left side of the dashboard.
3. The status column shows the status of the calls made.
4. To know the meaning of all the call statuses directly from the call logs section, navigate to the “i” icon and scroll down to see all the different call statuses.
Important Note: You can filter the calls from the call logs based on the call status.
Step 1: Click on the filter option visible in the call logs section.
Step 2: Click on the status that you want to select and then click on Apply.
Note: For the “call not setup” status, you can see the detailed reason if you navigate to the “i” icon next to the status.
Some basic queries regarding Call Statuses:
Q: How can I find out why a call status says "Call Not Setup"?
A: Click the “i” icon next to the status in the call logs to view the detailed reason.
Q: Can I filter calls based on their status in the CallHippo dashboard?
A: Yes, use the filter option in the call logs to select and apply the call status you want to view.
Q: How can I better understand all the call statuses while viewing call logs?
A: Click on the “i” icon in the call logs section to see detailed explanations for all call statuses.
Q: What if the call duration is 1 second and the caller did not speak with the customer, but the call status shows as “Completed”?
A: The status "Completed" indicates that the call was successfully connected, meaning the receiver picked up the call. Even if the call duration is very short (e.g., 1 second), it will still be marked as "Completed" if the call was answered. It doesn’t necessarily mean a conversation took place; just that the recipient accepted the call.
Q: Can you clarify what the following means:
Call Status -- Missed and Reason -- Welcome Message?
A: This means the incoming call was marked as "Missed" because the customer hung up while the initial welcome message was still playing. The system logs this as a missed call, with the specific reason being that the caller disconnected during the welcome message.
Q: What does “User is Not Available” mean in call status?
A: This status means the call was routed to a team member whose shift availability is either set to “Always Closed” or the call was received outside their configured custom working hours.
Q: What does “Number is Not Available” mean in call status?
A: This status appears when the incoming call is directed to a phone number that has its business hours set to “Always Closed” or the call came in outside the number’s custom working hours.
I hope this helps. If you still face any queries, please feel free to reach out at [email protected]