One disposition per call
Open Outcomes to review the final call-outcome chart and Verified Booking Evidence. The chart gives each call one displayed disposition. Summary cards answer different questions and may overlap: a call can have both a saved lead and a confirmed booking.
The classification prioritizes verified bookings, then evidenced canceled prior bookings, then a saved lead, then a connected transfer before lower-priority statuses. Therefore a call that transferred and saved a lead can appear as Lead saved · not booked rather than Transferred to human. Inspect its detail when you need the full sequence.
What the labels tell you
| Outcome | Interpretation |
|---|---|
| Appointment booked | Current confirmed CRM appointment with an external record. |
| Appointment canceled after booking | A prior scheduled booking has cancellation evidence; it is separate from current bookings. |
| Lead saved · not booked | A saved lead exists but the call is not currently counted as booked. |
| Transferred to human | A connected handoff is recorded and no higher-priority disposition applies. |
| Outside service area / Service not offered | The recorded outcome identifies a coverage or service boundary. |
| Spam / wrong number | A recorded spam, wrong-number or solicitation outcome. |
| Unanswered / Failed | The captured status supports that classification; review the call for the failing stage. |
| Pending | The interaction or its outcome has not resolved. |
| Completed · other / Unknown | A different completed outcome or insufficient evidence for another classification. |
Booking counts are not job counts
Calls with a verified appointment counts customer interactions that currently meet the booking definition. Distinct appointments counts captured appointment identifiers and can include evidenced prior bookings that were later canceled. Distinct jobs counts recorded external job identifiers; an unscheduled job can therefore appear without being a verified appointment.
These measures should not be expected to match. One interaction can reference more than one underlying record, and several calls can relate to the same job. None of these counts is a completed-job or collected-revenue total.
Interpret AI attribution carefully
AI-attributed current bookings requires a captured successful booking receipt matching the relevant external record. Initial answering handler is a separate fact. A call starting with AI is not sufficient evidence that AI performed every later business action.
Unknown attribution does not prove a person booked the appointment. Missing receipts and unsupported historical detail should remain unknown rather than being assigned to a team by guesswork.
Reconcile an exception
- Set the same agent, line, period and filters used for the report.
- Open the outcome group and the individual call.
- Review the request, saved lead and CRM result.
- Verify current appointment status in the CRM.
- If a result is pending or ambiguous, investigate the existing operation before creating a duplicate.
Reload the saved-data report after the underlying record has been reconciled. A chart click or refresh is not itself a new booking or a new analysis of the conversation.