Not all calls have a real conversation. When diio detects that a call had no useful content —voicemail, wrong number, rejection or unusable audio— it marks it with an error status and doesn't include it in metrics. This keeps failed attempts from polluting the history and reports.
Error causes diio detects automatically
Voicemail. The call went to voicemail without a real conversation.
Wrong number. The call didn't connect with the expected person.
Call rejected. The person who answers says they don't want the call.
Rescheduling request. The counterpart asked to change the date during the call.
Inaudible audio. The audio file couldn't be transcribed due to low quality.
Very short transcript. The conversation was shorter than the configured minimum threshold.
Playbook not found. diio couldn't identify which playbook to apply to the call.
Nobody answered the call. The call wasn't picked up.
Blacklisted number. The call's number is on a blacklist.
No transcript. The call has no transcript.
These are the most common causes, but not the only ones.
What to do based on the cause
Very short transcript. An administrator can adjust the minimum threshold in diio settings › Validations › Calls.
Inaudible audio. Upload a new, higher-quality audio via WhatsApp (if you have the recording available).
Playbook not found. The Teams Administrator or a Coordinator (or the Administrator, on Starter) can review the active playbooks assigned to the team.
Voicemail / wrong number / rescheduling / rejection. Whether diio skips these calls is controlled with switches in diio settings › Validations › Calls › "Calls to skip":
Skip when a voicemail is detected
Skip when the person who answers is detected to be a wrong number
Skip when the person who answers asks to be called at another time
Skip when the person who answers says they don't want the call