Keeping track of your call activity is essential for maintaining smooth communication and resolving issues efficiently. Whether you're monitoring call flow, checking missed calls, or ensuring successful connections, understanding the call status feature in CallHippo can help you stay informed.
In this article, we’ll explain what call status means, the different types you might encounter, and walk you through the steps to easily check it from your dashboard.
We have different types of call statuses for incoming calls and outgoing calls.
For incoming calls (e.g., when a customer calls your sales/support team):
Completed: The call was successful and answered by your team member or agent.
Missed: The call went unanswered by your team member/agent or was disconnected from the caller's end before the user was able to receive it.
Rejected: The receiver (sales/support team) declined the call (e.g., for spam).
Voicemail: The caller (customer) left a voicemail.
Unavailable: The phone number or your team member (sales/support team) is unavailable.
IVR: The customer disconnected the call when the Interactive Voice Response (IVR) message was being played.
Welcome Message: The customer hung up while the initial welcome message was playing.
Call Not Set-Up: The custom availability is set for team members/agents, and the call received outside the office or working hours. However, download the call logs to check the exact reason for this call status.
User is Not Available: The call reached a user (sales/support team) whose shift availability is either set to “Always Closed” or the call came in outside their configured custom working hours.
Number is Not Available: The call was made to a phone number that has its business hours set to “Always Closed” or the call was received outside its configured custom business hours.
For outgoing calls (e.g., when your sales/support team calls a customer):
Completed: The call was successful and answered by the customer.
No Answer: The customer didn't pick up the call.
Rejected: The customer ended the call during the ring time.
Canceled: The sales/support team ended the call before the customer answered the call, possibly due to the number not being in service, the number being busy, or restrictions on calling that country's number.
Failed: The outgoing call is not connected to the receiver, due to an issue at the receiver's end.
You can view the status of calls associated with your account by navigating to the Call Logs section in your CallHippo dashboard. Follow the steps outlined below to access and interpret call status details accurately.
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]