Every call ends in one of two ways: you complete the Survey (a successful conversation), or you record an outcome for calls that didn't reach a clean result. Both are captured from the in-call console.
Completing the Survey
When you reach the Contact and work through the call:
- Fill in the Survey (Form) in the right pane as you talk.
- Click Complete survey to save the responses.
Completing the Survey does two things:
- creates a Post on the Contact summarising the call, and
- updates any Contact details the Survey is linked to (survey-driven field updates).
Logging an outcome
For calls that don't end in a completed survey, use the Call didn't connect? controls at the bottom of the Survey pane. Two outcomes are quick buttons:
- No answer — the call wasn't answered.
- Left voicemail — you reached voicemail and left a message.
Open the More dropdown for the rest:
- Wrong number — the number isn't the Contact's.
- Abusive caller — flag a hostile or abusive interaction.
- Schedule callback — the Contact asked to be called back later.
To move past a Contact without recording an outcome, use Skip Call at the top-right of the console.
How outcomes behave
- Outcomes are stored against the Contact within that specific call list — they are list-scoped, not global to the Contact.
- The counts of each outcome roll up into the per-list stats on the Calls landing page (Call Back, Voicemail, No Answer, Total Calls).
- Within the console you can focus on a single outcome type using the Remaining dropdown (Voicemail / Call backs / No answer / Remaining).
Re-queuing outcomes
Because outcomes are stored per list, you can turn them into focused follow-up queues:
- Go to the Calls landing page.
- Open the list's actions menu (the three-dot / Settings button on the row).
- Generate a follow-up queue — Voicemail list, Not answered or Callback later list — then work that new queue.
This lets you retry just the No answer Contacts, follow up everyone you Left voicemail for, or chase the Schedule callback group, without re-dialling Contacts you've already completed.
See Building follow-up queues for the full detail on each queue type.