Essentials: Statuses & KPIs

There are 36 Lead statuses in Outbound, each describing a different set of conditions that the Lead meets.

Who can call these Leads?

Which Leads can be called depends on Lead ownership, and where the Agent is placed in the organisational structure.

Calling Leads depends on the correct Campaign Access or Campaign Access Roles
Agents CAN call Leads with Lead Ownership on their own user or teams above them in the hierarchy
Agents CAN'T call Leads with Lead Ownership on teams or users below them in the hierarchy
Agents CAN'T view reports on Leads that belong to Teams they don't have access to, unless they have the Extended Insights Rights Feature Permission
Agents without extended data rights (i.e. not an Admin or Team Leader) will NOT have access to any deactivated Leads, including ones they own
Changing or editing a Lead to a Private or VIP Redials in either the Contact Page or Edit Lead will make you the Lead Owner

For more in-depth information on Lead Ownership and Dialing, read our guide.

Leads can usually be given statuses more than once

Let's look at one scenario:

A Lead can be given the status Pending Validation when they have accepted an offer from the sales agent and is ready for the Quality Assurance check.

If the QA process fails, the Lead is re-assigned to the Agent with the status Private Redial.

The Agent calls the Lead and fixes the issue, and again assigns the status Pending Validation.

In this case, when selecting KPIs for reports, it is important to understand whether the KPI is counting Leads that have entered this status for the first time or not.

All KPIs with [1] in the name refer to counting Leads that have entered the status for the first time.

Lead Status	Is the Lead Open or Closed?	Status or Result?	Which KPIs count Leads in this status?	Notes
Unprocessed	Open	Status	Lead (Scheduled dial time) - Unprocessed Lead (Upload date) - Unprocessed	An Unprocessed Lead is a fresh Lead that has not yet been called by an Agent.
Automatic Redial	Open	Status	Call – Automatic Redial Scheduled (Number of calls to Leads with the status Automatic Redial, before the call) Call – Automatic Redial (Number of calls to Leads with the status Automatic Redial) Call – Automatic Redial scheduled % (Percentage of all calls to Leads with the status Automatic Redial, compared to then number of call attempts) Lead (scheduled dial time) - Automatic Redial (Number of Leads with the status Automatic Redial, based on scheduled dial time)	If a Lead doesn't answer or the line is busy, then the call will be an Automatic Redial. The Lead will remain in this status until the Agent makes contact, or it reaches Max Call Attempts and is closed.
Common Redial	Open	Status	Call – Common Redials Scheduled (Number of postponed calls with the status Common Redial) Call – Common Redial (Number of calls to Leads with the status Common Redial) Call – Common Redials Scheduled % (Percentage of all calls to Leads with the status Common Redial, compared to number of call attempts) Lead (scheduled dial time) - Common Redial (Number of Leads with the status Common Redial, based on scheduled dial time)	A redial that can be connected to any Agent.
Private Redial	Open	Status	Call – Private Redial Schedule (Number of postponed calls with the status Private Redial) Call – Private Redial (Number of calls to Leads with the status Private Redial) Call – Private Redial Scheduled % (Percentage of all calls to Leads with the status Private Redial, compared to number of call attempts) Lead (scheduled dial time) Private Redial (Number of Leads with the status Private Redial, based on the scheduled dial time)	A redial scheduled for a specific time with a specific Agent.
VIP Redial	Open	Status	Call – VIP Redial Scheduled (Number of postponed calls with the status VIP Redial) Call – VIP Redial (Number of calls to Leads with the status VIP Redial) Call – VIP Redial Scheduled % (Percentage of all calls to Leads with the status VIP Redial, compared to number of call attempts) Lead (scheduled dial time) VIP Redial (Number of Leads with the status VIPRedial, based on the scheduled dial time)	A redial of high importance that is assigned to a specific Agent. The Agent will be presented the call at the set redial time, regardless of whether they are working on that Campaign, or if the Campaign is active.
Follow-up Redial	Open	Status	Call – Follow-up Redial (Number of calls to Leads with the status Follow-up Redial) Lead (scheduled dial time) Follow-up Redial (Number ofLeads with the status Follow-up Redial, based on scheduled dial time)	A status that is set by Triggers, an API request, or manually via Lead Admin.
LifeCycle Initiation	Open	Status	Aggregation LifeCycleHistoryLifeCycleInitiationCount(Count of all Leads that have the status LifeCycleInitiation) Status(change date) - LifeCycle Initiation [1] (The number of Leads that received the status LifeCycleInitiation for the first time during the selected period)	A Lead enters this status through either Trigger action, or an API request.
Pending Validation	Open	Status	Count of all Leads that are pending validation (Count of all Leads that are waiting for validation) Status (Change date) - Pending Validation (The numberoftimes that any Lead received the status Pending Validation during the selected period) Status (Change date) - Pending Validation [1] (The number of Leads that received the status Pending Validation for the first time during the selected period)	A Lead enters this status through either Trigger action, or an API request.
Validation Rejected	Open	Status	Aggregation AwaitingExternalEventsLeadValidationRejectedCount(Count of all Leads that have the status Validation Rejected) Status (Change date) - Validation Rejected (The number of times that any Lead received the status Validation Rejected during the selected period) Status (Change date) - Validation Rejected [1] (The number of Leads that received the status Validation Rejected for the first time during the selected period)	A Lead enters this status through either Trigger action, or an API request.
Validation Approved	Open	Status	Aggregation AwaitingExternalEventsLeadValidationApprovedCount(Count of all leads that have the status Validation Approved) Status (Change date) - Validation Approved (The number of times that any Lead received the status Validation Approved during the selected period Status (Change date) - Validation Approved [1] (The number of Leads that received the status Validation Approved for the first time during the selected period	A Lead enters this status through either Trigger action, or an API request.
Pending External Events	Open	Status	Lead (Processed date) - Pending External Events (Number of Leads with the status Pending External Events, based on processed date Status (Change date) - Pending External Events (The number of times that any Lead received the status Pending External Events during the selected period) Status (Change date) - Pending External Events [1] (The number of Leads that received the status Pending External Events for the first time during the selected period)	A Lead enters this status through either Trigger action, or an API request.
Order Confirmation Ready For	Open	Status	Count of Leads that are Order Confirmation Ready For (Count of all Leads with the status Order Confirmation Ready For) Status (Change date) - Order Confirmation Ready For (The number of times that any Lead received the status Order Confirmation Ready For during the selected period) Status (Change date) - Ready for Order Confirmation [1] - The number of Leads that received the status Order Confirmation Ready For forthe first time during the selected period	A Lead enters this status through either Trigger action, or an API request.
Order Confirmation Pending	Open	Status	Count of Leads that are Order Confirmation Pending (Count of all Leads with the status Order Confirmation Pending) Status (Change date) - Order Confirmation Pending (The number of times that any Lead received the status Order Confirmation Pending during the selected period) Status (Change date) - Order Confirmation Pending [1] - The number of Leads that received the status Order Confirmation Pending for the first time during the selected period	A Lead enters this status through either Trigger action, or an API request.
Order Confirmation Failed	Open	Status	Count of Leads that are Order Confirmation Failed (Count of all Leads with the status Order Confirmation Failed) Status (Change date) - Order Confirmation Failed (The number of times that any Lead received the status Order Confirmation Failed during the selected period) Status (Change date) - Order Confirmation Failed [1] - The number of Leads that received the status Order Confirmation Failed for the first time during the selected period	A Lead enters this status through either Trigger action, or an API request.
Order Confirmation Expired	Open	Status	Count of Leads with Order Confirmation Expired (Count of all Leads with the status Order Confirmation Expired) Status (Change date) - Order Confirmation Expired [1] - The number of Leads that received the status Order Confirmation Expired for the first time during the selected period	A Lead enters this status through either Trigger action, or an API request.
Order Confirmation Approved	Open	Status	Count of Leads with Order Confirmation Approved (Count of all Leads with the status Order Confirmation Approved) Status (Change date) - Order Confirmation Approved[1] - The number of Leads that received the status Order Confirmation Approved for the first time during the selected period	A Lead enters this status through either Trigger action, or an API request.
Payment Ready For	Open	Status	Count of Leads Payment Ready For (Count of all Leads with the status Payment Ready For) Status (Change date) - Payment Ready For (The number oftimes that any Lead received the status Payment Ready Forforthe first time during the selected period) Status (Change date) - Payment Ready For [1] (The number of Leads that received the status Payment Ready For forthe first time during the selected period)	A Lead enters this status through either Trigger action, or an API request.
Payment Pending	Open	Status	Count of Leads with Payment Pending (Count of all Leads with the status Payment Pending) Status (Change date) - Payment Pending (The number of times that any Lead received the status Payment Pending during the selected period) Status (Change date) - Payment Pending[1] (The number of Leads that received the status Payment Pendingforthe first time during the selected period)	A Lead enters this status through either Trigger action, or an API request.
Payment Failed	Open	Status	Count of Leads with Payment Failed (Count of all Leads with the status Payment Failed) Status (Change date) - Payment Failed (The number of times that any Lead received the status Payment Failed during the selected period) Status (Change date) - Payment Failed [1] (The number of Leads that received the status Payment Failed for the first time during the selected period)	A Lead enters this status through either Trigger action, or an API request.
Payment Expired	Open	Status	Status (Change date) - Payment Expired (The number of times that any Lead received the status Payment Expired during the selected period) Status (Change date) - Payment Expired [1] (The number of Leads that received the status Payment Expired for the first time during the selected period	A Lead enters this status through either Trigger action, or an API request.
Payment Approved	Open	Status	Status (Change date) - Payment Approved (The number of times that any Lead received the status Payment Approved during the selected period) Status (Change date) - Payment Approved [1] (The number of Leads that received the status Payment Approved for the first time during the selected period	A Lead enters this status through either Trigger action, or an API request.
Meeting Feedback Pending	Open	Status	Count of Leads waiting for meeting feedback (Count of all Leads which are awaiting meeting feedback) Status (Change date) - Meeting Feedback Pending (The number of times that any Lead received the status Meeting Feedback Pending during the selected period) Status (Change date) - Meeting Feedback Pending [1] (The number ofLeads that received the status Pending Meeting Feedback for the first time during the selected period)	A Lead enters this status through either Trigger action, or an API request.
Unresolved	Open	Status	Lead (Upload date) - Unresolved (Number of Leads with status Unresolved, based on upload date)	If a Lead is not closed properly on the Contact Page, it will be locked to the Agent with the status Unresolved.
Max. Call Attempts	Closed	Result	Call – Max. Call Attempts (Number of calls Processed with Max. Call Attempts) Call – Max. Call Attempt % (Percentage of all calls that reached the Max. Call Attempts, compared to the number of callattempts) Lead (Closed date) - Max. Call Attempts (Number of Leads closed with the status Max. Call Attempts, based on closed date) Lead (Upload date) - Max. Call Attempt (Number of Leads that reached the status Max. Call Attempts, based on upload date) Lead (Upload date) - Max. Call Attempt % of Closed (Percentage of all Leads that reached status Max. Call Attempts, compared to number of all Closed Leads, based on upload date)	Leads that have reached the maximum number of call attempts set in the Campaign Settings.
Abandoned	Closed	Result	Call – Abandoned (Number of calls processed as Abandoned) Call – Abandoned % (Percentage of all abandoned calls, compared to number of call attempts Lead (Closed date) - Abandoned (Number of Leads closed with the status Abandoned, based on closed date) Lead (Upload date) - Abandoned (Number of Leads closed with the status Abandoned, based on upload date) Lead (Upload date) - Abandoned % of Closed (Percentage of Leads with the status Abandoned, compared to number of all Closed Leads, based on upload date	Leads that have had the status Unresolved for one week will be closed as Abandoned.
Invalid Phone Number	Closed	Result	Call – Invalid Phone number (Number of calls automatically processed as Invalid Phone Number) Call – Invalid Phone number % (Percentage of all calls with invalid phone numbers compared to number of callattempts Lead (Closed date) - Invalid phone number (Number of leads closed with the status Invalid Phone Number, based on closed date) Lead (Upload date) - Invalid Phone Number (Number of Leads closed with the status Invalid Phone Number, based on upload date) Lead (Upload date) - Invalid phone number % of Closed (Percentage of Leads with the status Invalid Phone Number, compared to number of all closed leads, based on upload date)
Expired	Closed	Result	Lead (Closed date) - Expired (Number of Leads closed with the status Expired, based on closed date) Lead (Upload date) - Expired (Number of Leads closed with the status Expired, based on upload date) Lead (Upload date) - Expired % of Closed (Percentage of Leads with the status Expired, compared to number of all Closed Leads, based on upload date	When a Lead hasn't been closed within the time limit defined in Campaign settings, then it will expire. VIP Redials will never expire.
Removed	Closed	Result	Lead (Closed date) - Removed (Number of Leads closed with the status Removed, based on closed date) Lead (Upload date) - Removed ( Numberof Leads closed with the status Removed, based on upload date) Lead (Upload date) - Removed % of Closed (Percentage of Leads with the status Removed, compared to number of all Closed Leads, based on upload date)	Leads can be set to Removed by Administrators when they should no longer be used.
Anonymised	Closed	Result		When a Lead requests that all data associated with them is removed, then the Lead is given the status Anonymised.
In Do Not Call List	Closed	Result		Leads that have been added to the Block Phone Numbers list in Administration - Lead Privacy.
In Global Do Not Call List	Closed	Result		Leads can be placed in the global Do Not Call list by SuperAdmins in Outbound.
Main Result Not Set	Closed	Result		Leads which have not been closed as either Success, Not Interested, Invalid, or Unqualified, will have this status.
Success	Closed	Result	Call – Success (Number of calls processed with the status Success) Call – Conversation time for Success calls (Excl. Voicemail) (Total conversation time spent on Leads with the result Success (excluding voicemail) Call – Average conversation time for Success calls (Excl. Voicemail) (Total conversation time spent on Leads with the result Success (Excluding voicemail) Call – Success % of User-processed (Percentage of calls with the status Success, compared to number ofall User-processed calls Call – Success % of all calls (Percentage of calls with the status Success compared to number of all calls) Incoming Call – Success (Number of Incoming calls processed with the status Success) Dial-back Call – Success (Number of dial-back calls processed with the status Success Lead (Closed date) - Success (Number of Leads closed with the status Success, based on closed date) Lead (closed date) - Success % of User-Processed (Percentage of Leads User-processed as Success, compared to number of all User-processed Leads Lead (Upload date) - Success (Number of Leads closed with the status Success, based on upload date) Lead (Upload date) - Success % of User-processed (Percentage of Leads with the status Success, compared to number of all User-processed Leads, based on upload date) Call – Successes per online hour (Average number of calls per being online with the status Success) Call – Revenue per online hour (Successes) ( Revenueper hour on calls completed with Success) Call – Profit per online hour (Successes) (Profit per hour on calls completed with Success) Call – Commissions per online hour (Successes) (Commission –per hour on calls completed with Success) Call – Points per online hour (Successes) (Points per hour on calls completed with Success) Call – Number of sold units per online hour (Successes) (Number of sold units perhour on calls completed with Success) Call – Success per Total Hours (Average number of calls with the status Success, per total hours spent by Agent)	There are four main result types for Campaigns that are configured in the Campaign Template (Success, Not Interested, Invalid, and Unqualified). Leads that have been closed by the Agent as the type Success are counted here.
Not Interested	Closed	Result	Call – Not Interested (Number of calls processed as Not Interested) Call – Conversation time for Not Interested calls (excl. Voicemail) (Total conversation time spent on Leads with the result Not Interested (excluding voicemail) Call – Average conversation time for Not Interested calls (excl. Voicemail) (Average conversation time to Leads for calls with the result Not Interested (Excluding voicemail) Call – Not Interested % of User-processed (Percentage of calls with the status Not Interested, compared to number of all User-processed calls) Lead (Closed date) - Not Interested (Number of Leads closed with the status Not Interested, based on closed date) Lead (closed date) - Not Interested % of User-processed (Percentage of Leads user-processed as Not Interested, compared to number of all user-processed Leads) Lead (Upload date) - Not Interested (Number of Leads closed with the status Not Interested, based on upload date) Lead (Upload date) -Not Interested % of User-Processed(Percentage of Leads with the status not Interested, compared to number of all User-processed leads, based on upload date)	There are four main result types for Campaigns that are configured in the Campaign Template (Success, Not Interested, Invalid, and Unqualified). Leads that have been closed by the Agent as the type Not Interested are counted here.
Invalid	Closed	Result	Call – Invalid (Number of calls user-processed as Invalid) Call – Conversation time for Invalid calls (excl. Voicemail) (Total conversation time spent on Leads with the result Invalid (Excluding voicemail) Call – Average conversation time for Invalid calls (Excl voicemail) (Average comversationtime to Leads for calls with the result Invalid (excluding voicemail)) Call – Invalid % of User-processed (Percentage of calls with the status Invalid, compared to number of all User-processed calls) Lead (Closed date) - Invalid (Number of Leads closed with the status Invalid, based on closed date) Lead (Closed date) - Invalid % (Percentage of Leads User-processed as Invalid, compared to number of processed Leads) Lead (Upload date) - Invalid (Number of Leads closed with the status Invalid, based on upload date)	There are four main result types for Campaigns that are configured in the Campaign Template (Success, Not Interested, Invalid, and Unqualified). Leads that have been closed by the Agent as the type Invalid are counted here.
Unqualified	Closed	Result	Call – Unqualified (Number of calls User-processed as Unqualified) Call – Conversation time for Unqualified calls (excl voicemail) (Totalconversation time spent on Leads with the result Unqualified (excluding voicemail)) Call – Unqualified % of User-processed (Percentage of calls with the status Unqualified, compared to number of all User-processed calls) Lead (Closed date) - Unqualified (Number of Leads closed with the status Unqualified, based on closed date) Lead (Closed date) - Unqualified % (Percentage of Leads User-processed as Unqualified, compared to number of processed Leads Lead (Upload date) - Unqualified (Number of Leads closed with the status Unqualified, based on upload date)	There are four main result types for Campaigns that are configured in the Campaign Template (Success, Not Interested, Invalid, and Unqualified). Leads that have been closed by the Agent as the type Unqualified are counted here.