Call Status Reports in IVR: Understand What Happened on Every Call

When you run a business that relies on phone communication, knowing what happened on each call is critical.

Did the call go through? Was it missed by the agent? Did the customer hang up? Or did the system fail due to network issues?

With Call Status Reports in IVR, you get a detailed explanation of every call outcome — so you can understand what went right, what went wrong, and what to fix.

Whether you’re running a support center, sales desk, delivery service, or appointment-based business, understanding these reports helps you:

• Monitor call performance
• Improve agent accountability
• Fix technical issues faster
• Reduce missed opportunities

What Are Call Status Reports?

Call Status Reports give you a clear summary of every call your business handles — both incoming and outgoing. These reports show how each call ended, using simple status codes.

There are two types of statuses:

• Incoming Call Statuses – For calls received by your business
• Outgoing Call Statuses – For calls made by your team

Each status helps you understand whether the call was:

• Answered successfully
• Missed or ignored
• Failed due to a technical issue
• Redirected to another number
• Disconnected before connecting

With this information, you can:

• Track your team’s calling performance
• Spot problems quickly (like too many missed calls)
• Improve customer response rates
• Make better decisions using real data

In short, Call Status Reports help you stay on top of your call activity — so nothing gets missed or overlooked.

Real Example: When Confusion Turned Into Clarity

Sonal runs a call center for a financial services company. Her manager noticed a rising number of NOANSWER and UNAVAILABLE calls in the reports and assumed agents were missing customer calls.

Sonal wasn’t sure — the report had multiple technical terms she didn’t fully understand.

After learning what each status meant, Sonal realized:

• Some calls were missed due to agent unavailability
• Some were failing because of network congestion
• Others were being abandoned by the caller before the agent could answer
  

By using these insights, she:

• Re-trained her team on prompt pickups
• Reported technical issues to the provider
• Adjusted call routing logic in the IVR
  

The result? More answered calls, fewer support delays, and a clearer communication flow between her team and management.

Incoming Call Statuses (When Customers Call You)

Each of the following statuses explains the result of the call attempt from a customer’s side:

Outgoing Call Statuses (When Your Team Calls a Customer)

These statuses show what happened when your agent or system attempted to place a call:

Why Call Status Reports Are a Must-Have Feature

Knowing how many calls your team handled is useful — but it’s not enough. To truly understand your call performance, you need to know what happened during each call, and why it ended the way it did.

That’s where Call Status Reports help. They don’t just count calls — they tell you the full story behind each one. Here’s how this feature supports smarter business decisions:

1. Understand Why Calls Fail or Get Missed

Every failed call has a reason. Call Status Reports show whether the issue was:

• An agent not answering (NOANSWER)
• A customer hanging up too early (CANCEL or AbandonedCall)
• A network problem (CONGESTION or UNAVAILABLE)

With this data, you can stop guessing and start fixing the real problem.

2. Improve Agent Training with Real-World Data

These reports let you see how quickly agents answer calls, how many calls go unanswered, and what happens afterward.
You can use this information to:

• Guide agent coaching sessions
• Set response time goals
• Improve team accountability

3. Spot and Fix Technical Issues Faster

Some call failures have nothing to do with your team — they’re caused by technical issues.
Statuses like CONGESTION or CHANUNAVAIL alert you to:

• Network congestion
• SIP channel errors
• Connectivity issues

This helps your IT or telecom team resolve problems before they affect more calls.

4. Reduce Missed Calls and Improve Customer Experience

Call Status Reports highlight when customers are giving up — like hanging up after long wait times or hitting a dead end in the IVR.
By identifying these patterns, you can:

• Adjust staffing during peak hours
• Simplify IVR paths
• Enable voicemail or callback features

These changes help reduce missed opportunities and create a better caller experience.

5. Build Transparent Reports for Teams and Clients

If you share performance reports with internal teams or clients, accurate call status data makes a big difference.
You can easily build:

• Weekly summaries of call outcomes
• Agent-level performance dashboards
• Client-facing reports with full transparency

This boosts trust, helps with decision-making, and supports long-term growth.

Real Business Use Case: Delivery Team Improves Pickup Rate

A delivery company noticed a spike in “NOANSWER” statuses in outgoing call reports. After digging deeper, they realized these calls were being made during staff break hours — when agents weren’t available to respond.

They implemented two simple changes:

• Scheduled automated follow-up calls during active hours
• Enabled voicemail fallback for missed calls

In just one week, they saw:

• 35% increase in call pickup rates
• Fewer delivery reschedules
• More satisfied customers

Conclusion

Your IVR system sees every call. But to truly understand what’s happening, you need to know what those statuses mean.

When you start reading your reports the right way:

• Patterns emerge
• Gaps in performance become clear
• Decisions become data-driven

With CallerDesk’s Call Status Reports, you don’t just see call logs — you gain powerful insights to optimize your team, improve customer experience, and stay ahead of communication issues.

Behind every status is a reason. Now you have the tools to find it.

Frequently Asked Question