> ## Documentation Index
> Fetch the complete documentation index at: https://help.avoca.ai/llms.txt
> Use this file to discover all available pages before exploring further.
# Coach Unbooked Call Reasons List
> **Goal**: To showcase how Avoca determines *why* calls are unbooked. Also review [Navigating the Coach Dashboard](/Navigating-the-Coach-Dashboard-2cef2b56d4d580c5b3fed201f3345655) article for more context.
**Read Time**: 5 mins
## Unbooked Call Reasons:
| **Title** | **Description** |
| :--------------------------------------------------------------------- | :------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ |
| Quote or Estimate Visit Scheduled, No Service Appointment Booked | The customer agreed to a visit for a quote or estimate only and did not commit to scheduling the actual service. The technician will provide a quote, after which the customer may decide whether to proceed. |
| Membership Renewal Declined, No Service Requested | The customer declined to renew or extend a membership or service plan and did not request any service, appointment, or cancellation during the call. |
| Placed in Callback Queue, No Agreement to Schedule or Callback | The customer was placed in a callback queue but did not explicitly request or agree to a callback or confirm any next steps. |
| Prioritization or Escalation Request for Existing Appointment | The caller requested prioritization or escalation for an existing appointment but did not book, reschedule, or confirm a new appointment. |
| Customer Unavailable, No Agreement to Schedule or Callback | The customer was unavailable to proceed and did not agree to a callback or commit to any next steps. |
| Outbound Informational or Promotional Message, No Customer Interaction | The call consisted only of an outbound informational or promotional message with no customer interaction or booking attempt. |
| Company Document Request Only, No Service Scheduled | The caller requested company documentation (e.g., certificate of insurance, license) and did not discuss or schedule any service. |
| Pending Paperwork Completion Before Booking | Required paperwork must be completed and returned before a membership or service appointment can be finalized. |
| Opted to Resolve Issue Independently | The customer chose to resolve the issue themselves rather than scheduling service. |
| Customer Opted to Contact Internal Company Representative | The customer declined scheduling and chose to contact another internal company representative or manager. |
| Caller No Longer Associated with Property | The caller is no longer responsible for the property and requested removal from contact or notifications. |
| Multiple Estimates Required by Policy | The customer or organization requires multiple estimates before approving service scheduling. |
| Customer Declined Due to Required Credential or Certification | The customer required credentials or certifications the company does not possess and declined to proceed. |
| Credit or Refund Opted Instead of Booking | The customer chose a credit, refund, or account adjustment instead of scheduling service. |
| Advised to Use Online Form to Schedule | The caller was instructed to submit the request or schedule via an online form or portal. |
| Awaiting Contract Review Before Booking | A contract must be reviewed and approved before the company can proceed with scheduling. |
| Work Request Only, No Appointment Scheduled | The call involved a request for work, but no formal appointment was scheduled. |
| Awaiting Down Payment Before Booking | An invoice and required down payment must be received before scheduling the appointment. |
| Awaiting Company Follow-Up to Schedule Appointment | The company must follow up to confirm details before scheduling; no date or time was set. |
| Cancellation with Intent to Reschedule, No New Date Set | An existing appointment was canceled, and the customer expressed intent to reschedule later without selecting a new date. |
| Awaiting Company-Generated Quote or Task Before Booking | A quote, task, or invoice must be created before the customer can proceed with scheduling. |
| Booking Prevented Due to Existing Open Ticket | An existing open ticket or appointment prevents duplicate or overlapping bookings. |
| Estimate Accepted, No Appointment Scheduled | The customer accepted an estimate, but no appointment date or time was scheduled. |
| Cancellation Request Only, No New Booking | The caller canceled an appointment and did not request rescheduling or new service. |
| Required Communication Channel Not Provided | A required communication method (e.g., email or portal) was unavailable to proceed with booking. |
| Required Company Document Not Provided | The company has not yet provided documentation required by the customer to proceed. |
| Opted to Schedule In-Person with Technician | The customer declined to schedule during the call and plans to arrange service directly with a technician. |
| Customer Declined Callback, No Appointment Scheduled | The customer declined a callback and no appointment was scheduled. |
| Account Hold or Restriction Prevented Booking | An account hold or internal restriction prevented scheduling. |
| Company Refused Service Request | The company declined the service request for internal or unspecified reasons. |
| Service Refused Due to Adversarial Behavior | Service was declined due to adversarial, contentious, or disrespectful customer behavior. |
| Pending Financing Application Before Booking | Financing approval is required before the appointment can be scheduled. |
| Agent Unable to Finalize Booking | The agent was unable to complete the booking for an unspecified reason, and no callback or appointment was set. |
| Company Policy Restriction on Service Eligibility | Company policy restricts service eligibility based on internal criteria (e.g., equipment age or installation origin). |