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Every call handled by SigmaMind ends with a Termination Reason — a system-assigned value that tells you exactly how and why the call session closed. This value appears in the Call Logs table under the Terminated reason column and is also returned via the API as terminationReason on any call record. Understanding termination reasons helps you:
  • Monitor agent performance and call quality
  • Identify calls that ended unexpectedly or due to failures
  • Improve agent prompts based on how conversations are closing
  • Filter and segment call data for reporting and analytics

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Where to Find Termination Reasons

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In the Dashboard

  1. Go to Home Dashboard
  2. From the left panel, click Conversations
  3. Open the Calls tab
  4. Look for the Terminated reason column in the calls table
Each row shows one of the reason values listed below.

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Via the API

Termination reason is returned in the terminationReason field when you fetch a call record: 
GET https://api.sigmamind.ai/v1/calls/{callId}
Example response: 
{
  "callId": "call_AuUKK371Spr5nHJS",
  "status": "ended",
  "terminationReason": "customer_ended_call",
  "duration": 120,
  "startTime": "2024-04-20T10:00:00.000Z",
  "endTime": "2024-04-20T10:02:00.000Z"
}
terminationReason is null if the call has not yet ended (status is in_progress or scheduled).

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All Termination Reasons

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agent_ended_call

The AI agent terminated the call programmatically. This happens when the agent executes the voice_end_call tool based on its configured instruction. It is the expected, intentional ending for any call where the AI completes its task and closes the conversation cleanly. Common triggers:
  • Customer confirmed a booking, renewal, or action
  • Customer said goodbye or “that’s all”
  • Customer declined the offer or asked to be removed from the list
  • Agent reached the end of its script after all steps completed
What it means for you: This is a healthy termination reason. A high proportion of agent_ended_call in your call logs means your agent is closing conversations correctly and consistently. How to control it: Configure the voice_end_call tool in your agent with a precise instruction. See End Call for full guidance on writing effective end conditions.

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customer_ended_call

The customer or user hung up first. The call ended because the person on the other end disconnected — either by pressing the hang-up button on their phone, saying “goodbye” without triggering the agent’s end-call tool, or simply dropping the line. Common triggers:
  • Customer finished the conversation and hung up before the agent did
  • Customer lost patience mid-conversation
  • Customer accidentally disconnected
  • Customer was not satisfied and dropped the call
What it means for you: Occasional customer_ended_call is normal — many customers will hang up on their own. However, a high rate of this reason, especially early in calls, may indicate the agent is not engaging the customer effectively or is failing to trigger its own voice_end_call tool cleanly. How to improve:
  • Review transcripts of calls with this reason to identify drop-off points
  • Ensure the agent has a warm, natural closing flow so it ends the call before the customer feels they need to hang up themselves

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inactivity

The call was terminated due to prolonged silence or no interaction. SigmaMind detected that neither the customer nor the agent was speaking for an extended period. The platform automatically closed the session to avoid an open, idle connection. Common triggers:
  • Customer put the phone down without hanging up
  • Customer was placed on hold manually but the AI did not detect activity resuming
  • Network or audio issues caused one side to stop transmitting
  • The agent was waiting for a response that never came
What it means for you: Inactivity terminations usually point to either a customer who disengaged quietly or a technical audio issue. Review the transcript to see where the silence began. How to reduce it:
  • Configure silence handling in Call Settings — set a maximum silence duration and a prompt the agent should play (e.g., “Are you still there?”) before terminating
  • Ensure your agent prompts are open-ended enough to keep the customer engaged

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voicemail

The call reached voicemail and was not answered live. SigmaMind’s voicemail detection identified that the call connected to an automated voicemail system rather than a live person. The platform terminated the call rather than leaving a message (unless voicemail drop is configured). Common triggers:
  • Customer’s phone went to voicemail (did not answer)
  • Business line is outside operating hours and routes to voicemail
  • Customer’s phone is switched off
What it means for you: For outbound campaigns, a high voicemail rate can indicate poor timing (calling outside peak hours), list quality issues (inactive numbers), or the need to adjust retry schedules. How to handle it:
  • Use Campaign Settings to set preferred calling hours that align with your audience’s availability
  • Configure retry logic to attempt the number again at a different time
  • Enable voicemail drop if you want the agent to leave a pre-recorded message

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max_duration

The call reached the maximum allowed duration and was automatically terminated. SigmaMind enforces a configurable maximum call duration to prevent runaway sessions. When a call hits this limit, it is closed regardless of where the conversation is. Common triggers:
  • An unusually long conversation that exceeded the set limit
  • A loop or repeated exchange in the agent’s script that kept the call running
  • A customer who stayed on the line for an extended period without resolution
What it means for you: Calls hitting max_duration may indicate the agent is not resolving the customer’s request efficiently, or that the max duration setting is too short for your use case. How to adjust it: Go to Call Settings → Max Call Duration to increase or decrease the limit. Review transcripts of max_duration calls to check whether the agent is looping or stalling.

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busy

The destination number was busy when the call was attempted. The outbound call connected to the carrier, but the recipient’s line was engaged with another call at the time of dialling. Common triggers:
  • The customer was already on another call
  • The destination number has a single line with no call waiting
  • High-volume campaign dialling the same number simultaneously
What it means for you: busy is a carrier-level outcome outside SigmaMind’s control. It is expected at a low rate in any outbound campaign. How to handle it:
  • Configure campaign retry settings to re-attempt busy numbers after a defined interval (e.g., 30–60 minutes)
  • Avoid concentrating calls to the same number in a short time window

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no_answer

The call rang but was not picked up within the timeout period. SigmaMind dialled the number, the carrier confirmed ringing, but no one answered before the configured timeout expired. Common triggers:
  • Customer did not hear or see the incoming call
  • Customer chose not to answer an unknown number
  • The number is valid but the person is unavailable
What it means for you: no_answer is the most common outbound non-connection reason. A high rate may suggest poor timing, unrecognised caller ID, or list quality issues. How to handle it:
  • Retry no-answer calls at different times of day to increase contact rate
  • Use a local or recognisable phone number as the caller ID to improve answer rates
  • Segment your campaign by timezone to call during reasonable hours

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failed

The call could not be placed due to a system or carrier-level error. Something went wrong at the infrastructure level — either on SigmaMind’s side, the telephony provider’s side, or the carrier network — that prevented the call from being connected. Common triggers:
  • Invalid or malformed phone number (incorrect E.164 format)
  • Phone number is disconnected or no longer in service
  • Carrier routing failure or outage
  • SIP configuration error (for BYO or SIP trunk numbers)
  • Insufficient balance or credit with the telephony provider
What it means for you: Isolated failed calls may be bad numbers in your list. A sudden spike in failed calls may indicate a carrier issue or a misconfiguration. How to investigate:
  • Verify the phone number is in valid E.164 format (+[country code][number])
  • Check the number has not been disconnected
  • Review SIP configuration if using BYO or SIP trunking
  • Contact SigmaMind support if the issue persists across multiple calls

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unknown

The call ended but the reason could not be determined. SigmaMind could not classify how the call terminated — this can occur when the session closed in an unexpected way that didn’t match any known termination pattern. Common triggers:
  • Abrupt network disconnection on either side
  • Carrier dropped the call without a standard reason code
  • Internal edge case during session teardown
What it means for you: A small number of unknown terminations is normal. If you see a large proportion, it may indicate a network stability issue or an edge case in your call flow worth investigating. What to do:
  • Review the transcript and recording for the affected call to understand what happened
  • Check network stability for your SIP or telephony provider
  • Contact SigmaMind support if unknown represents more than a small fraction of your total calls

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Quick Reference Table

Termination ReasonWho Ended ItExpected?Action Needed
agent_ended_callAI agent (programmatic)✅ YesNone — healthy outcome
customer_ended_callCustomer hung up✅ UsuallyReview if rate is high
inactivitySystem (silence timeout)⚠️ SometimesCheck silence settings, review transcripts
voicemailSystem (voicemail detected)⚠️ Expected in campaignsAdjust call timing, enable voicemail drop
max_durationSystem (duration limit hit)⚠️ OccasionalReview agent script for loops, adjust limit
busyCarrier (line engaged)⚠️ ExpectedConfigure retry with delay
no_answerCarrier (no pickup)⚠️ ExpectedRetry at different times, check caller ID
failedSystem or carrier error❌ InvestigateValidate number format, check SIP config
unknownUndetermined❌ InvestigateReview transcript, contact support if widespread

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Termination Reason in Post-Call Analysis

Termination reasons are also available in Post-Conversation Analysis. You can configure your agent to extract and log the reason alongside custom variables like customer intent, resolution status, or sentiment — giving you a complete picture of each call’s outcome. See Post-Conversation Analysis for setup instructions.

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Filtering by Termination Reason

Currently, the Calls table does not support direct filtering by termination reason in the UI. To analyse reason distribution:
  1. Click Download in the top-right of the Calls table to export the current view as a CSV
  2. Open the CSV in Excel or Google Sheets
  3. Filter or pivot the Terminated reason column to see counts and percentages by reason