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Call outcomes

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Lead stages

How far a lead has got, from first to last:
  1. Sent to you
  2. Contacted
  3. Qualified: logging Passed to sales counts here.
  4. Appointment booked: logging Survey booked counts here.
  5. Appointment attended
  6. Quoted
  7. Sold
A lead’s furthest stage never goes backwards.

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Terms

Our billing verdict for a transferred call. See Billing.
A lead whose charge we’ve waived.
Calls your own team places from Desk, as opposed to calls we transferred to you.
A call where our outcome and the one in your export disagree.
A mark that asks your team to look at a call or lead. Only your organisation can see it.
The outcome and note Desk suggests after reading a call from Desk. Only you can apply them.
How the caller’s details were checked: verified (confirmed independently) or stated (the caller’s own word).
How a call reached you: Warm transfer, Inbound · verified or Inbound · stated.
With Keep my line open between calls on, your phone stays connected for three minutes between calls.
The three figures at the top of Leads and Today, chosen in Settings.
A call with a caller on the line. Calls with nobody on the line are left out.
An update to a call or lead. The newest wins, and nothing is deleted.
Our written review of a window of your calls. Fixed once it’s saved.
From your rep connecting to the call ending.
A call that didn’t reach the lead. See Up next and Call next.
Your team’s calling queue, at the top of Today.
The short introduction your rep heard before accepting a transferred call.