> ## Documentation Index
> Fetch the complete documentation index at: https://docs.pockla.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Glossary

> The words Desk uses, and what they mean.

## Call outcomes

| Outcome | Meaning |
| - | - |
| **Enrolled on the call** | The caller signed up during the call. |
| **Advanced** | The call moved things forward without the caller signing up on it. |
| **Callback booked** | A time was agreed to talk again. |
| **Declined** | The caller said no. |
| **Disqualified** | Your specialist found the caller wasn't eligible. The call page says why. |
| **Hung up** | The caller ended the call. |
| **Never connected** | The transfer didn't reach your team. |
| **No decision reached** | The call ended without a clear result. |

## 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.

## Terms

<AccordionGroup>
  <Accordion title="Billable">
    Our billing verdict for a transferred call. See [Billing](/reference/billing).
  </Accordion>

  <Accordion title="Credited">
    A lead whose charge we've waived.
  </Accordion>

  <Accordion title="Desk line">
    Calls your own team places from Desk, as opposed to calls we transferred to you.
  </Accordion>

  <Accordion title="Differs from your export">
    A call where our outcome and the one in your export disagree.
  </Accordion>

  <Accordion title="Flag">
    A mark that asks your team to look at a call or lead. Only your organisation can see it.
  </Accordion>

  <Accordion title="From the call">
    The outcome and note Desk suggests after reading a call from Desk. Only you can apply them.
  </Accordion>

  <Accordion title="Grade">
    How the caller's details were checked: **verified** (confirmed independently) or **stated** (the caller's own word).
  </Accordion>

  <Accordion title="Line">
    How a call reached you: **Warm transfer**, **Inbound · verified** or **Inbound · stated**.
  </Accordion>

  <Accordion title="Open line">
    With **Keep my line open between calls** on, your phone stays connected for three minutes between calls.
  </Accordion>

  <Accordion title="Panel">
    The three figures at the top of Leads and Today, chosen in Settings.
  </Accordion>

  <Accordion title="Real conversation">
    A call with a caller on the line. Calls with nobody on the line are left out.
  </Accordion>

  <Accordion title="Revision">
    An update to a call or lead. The newest wins, and nothing is deleted.
  </Accordion>

  <Accordion title="Saved review">
    Our written review of a window of your calls. Fixed once it's saved.
  </Accordion>

  <Accordion title="Time at your desk">
    From your rep connecting to the call ending.
  </Accordion>

  <Accordion title="Try">
    A call that didn't reach the lead. See [Up next and Call next](/calling/up-next#tries).
  </Accordion>

  <Accordion title="Up next">
    Your team's calling queue, at the top of Today.
  </Accordion>

  <Accordion title="What your rep was told">
    The short introduction your rep heard before accepting a transferred call.
  </Accordion>
</AccordionGroup>


This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.