Outcome

An outcome is the label DispatchLine attaches to every call to record how it ended: booked, callback, quote, info, spam, or missed. The agent sets it automatically when the call finishes, and you can change it in the portal if the label is wrong.

Why it matters for a service company

Most owners know roughly how many calls came in last week. Very few know what happened to them. A phone log shows thirty numbers; it does not show that twelve booked, nine asked for a quote and never heard back, six were robocalls and three rang through while you were under a sink. The label on each call is what turns a list of numbers into something you can act on.

The numbers compound. If quote calls run high and bookings run low, the price you are quoting on the phone, or the Sunday surcharge in your business facts, is worth a second look. If callbacks pile up on Fridays, the on-call tech is not returning them. If spam is a third of the total, that is a third of your agent’s time you can win back by turning on spam screening.

Wrong labels compound too. A robocall tagged as a quote inflates your lead count and hides the real ones. That is why the label has to be editable, and why correcting a wrong one is worth the ten seconds.

How DispatchLine handles it

Every call record in the portal shows the label within about a minute of the call ending, plus the recording, the transcript and a two-line summary whenever recording is on. The six labels mean:

• Booked: an appointment was placed in an arrival window on your board.
• Callback: the caller wants someone to phone them, often because the agent could not answer from your business facts.
• Quote: the caller asked what a job would cost. The agent does not quote a price it was not given.
• Info: a question was answered and nothing was booked.
• Spam: a robocall or sales call. With screening on, the agent hangs up, and the call counts as one minute.
• Missed: the call ended before anything could be taken down.

Callback, quote and info calls that did not book feed the Leads page, so a corrected label moves a call on or off that list. The Monday report email and the CSV export count by label, which is why fixing a wrong one keeps your numbers honest.

Related terms

• Lead, where callback, quote and info calls go when they did not book.
• Intent, what the caller wanted, as opposed to how the call ended.
• Robocall, the usual source of a spam label.
• Call recordings, where each label sits beside its transcript.