# Find missing call outcomes and loss reasons Canonical page: https://agents.paretoid.com/workflows/find-missing-call-outcomes-and-loss-reasons/ Category: CRM & Follow-up Practice relevance: cross-practice. A general operational method. Review the stated tool and jurisdiction limits before use. Jurisdiction/provider scope: Flag calls and closed leads that lack an approved outcome code. Status: Proposed / not tested. The public source describes the problem. Documentation supports only the stated method components; no result from this recipe has been verified. Verification: Source methods and reported problems have been reviewed. We have not run the adapted workflow. The sample below describes expected behavior on synthetic data, not a customer result. ## The problem Flag calls and closed leads that lack an approved outcome code. Why it matters: Blank or inconsistent call outcomes make follow-up and reporting harder to trust. A missing-code review asks the record owner to confirm what happened rather than turn unclear notes into a reason for closing a lead. ## Sources and evidence - pain: [Pain evidence: Public discussion](https://www.reddit.com/r/LawFirmMarketing/comments/1wub11m/comment/pd1q2lg/) author comment 2026-09-30. The firm requests standardized call outcomes and separate loss reasons because free-text follow-up notes are insufficient. - method: [Method: Lawmatics call dispositions](https://help.lawmatics.com/en/articles/10699790-call-settings) The documentation describes call dispositions and says entry is optional. Loss sub-statuses and report filters are documented separately; mandatory enforcement is not established. - method: [Method: Lawmatics call dispositions · supporting guide 2](https://help.lawmatics.com/en/articles/10699774-matter-settings) Additional official capability reference. The complete adapted recipe has not been tested. - method: [Method: Lawmatics call dispositions · supporting guide 3](https://help.lawmatics.com/en/articles/10699953-custom-reporting-using-filters) Additional official capability reference. The complete adapted recipe has not been tested. Source checked: October 15, 2026. Pain accounts are self-reported. Documentation supports components; this adapted recipe and prompt have not been tested. Several CRM jobs come from the same firm discussion, not independent firms. ## Suggested approach Start when: End-of-day call/stage export 1. locate substantive calls with missing outcomes and staff-closed leads without reason codes 2. Keep source references and report unknowns instead of filling gaps. 3. The responsible reviewer checks the report before any separately approved action. ## What you need - Existing authorized access to the correct source account and records; no new login, credentials, installation or permission grant is included. - Responsible lawyer/operations reviewer approves scope, definitions and any later action. - AI optional; use only approved minimized data and retain originals separately. - Use synthetic inputs first. Keep real data in firm-approved accounts and processing, with appropriate access, confidentiality and retention controls. Aliases alone do not anonymize records. Never paste credentials, API keys or unnecessary client details. ## How to use Documentation-checked component path; proposed workflow, not tested - CallRail Excel is verified; universal staff disposition and Lawmatics loss-reason fields are not automatic. Access and setup: - The live account, entitlement, exact headers, records and field coverage have not been observed. ### 1. Download the actual call log Tool: CallRail Location: Analytics > Activity > Calls > Call log > date/company filters > Edit Columns > Export > Excel Select the reviewed companies and dates. Include only displayed administrative call classification fields needed for the check. Choose Excel, not Excel with transcriptions. Retain the filter cover sheet and raw workbook. Expected output: Native Excel log with actual selected columns and filter cover sheet. Next step: Inspect native headers locally; separately capture Lead Qualification/Tags from the caller timeline if not present in the export. Check before continuing: Do not rename Answered into a staff disposition or a qualified lead into a retained client. Date-based communication retention is capped at 25 months in current docs. Execution status: Public official documentation checked 2026-10-15; no login, export, live query, import, installation, configuration, message or client workflow was executed. Step documentation: https://support.callrail.com/hc/en-us/articles/5711277622029-Export-Call-log https://support.callrail.com/hc/en-us/articles/5711366294285-Viewing-caller-timelines-with-visitor-tracking ### 2. Get the actual Lawmatics rows Tool: Lawmatics Location: Reports > Custom Reports > existing matter report > eye/view icon > Export Use an existing authorized report, or have its owner prepare a targeted report with Status and the actual Sub-status used for loss reasons, plus a safe record locator. Record Lost matters in the selected scope, including which date field sets the range. Export the viewed report to CSV; large exports may arrive by email. Preserve headers and file unchanged. A report creation/save is a separate account write, not performed here. If no suitable report exists, use the documented Settings > Export > Export Matters route only in restricted storage, then minimize locally. Expected output: Native matter/contact-field rows; no promise of task history, audit history, destination IDs or custom fields that the firm never recorded. Next step: Open in restricted Excel; compare rows to matter records before preparing aliases. Check before continuing: A matter report may contain contact and matter fields. A contacts-only export omits matter fields. Date-created and date-converted scopes differ; exported grouping is not preserved. Execution status: Public official documentation checked 2026-10-15; no login, export, live query, import, installation, configuration, message or client workflow was executed. Step documentation: https://help.lawmatics.com/en/articles/10699961-exporting-custom-reports https://help.lawmatics.com/en/articles/10699766-exporting-data https://help.lawmatics.com/en/articles/10699953-custom-reporting-using-filters https://help.lawmatics.com/en/articles/10699957-custom-reporting-columns-grouping ### 3. Make the checked, minimized handoff Tool: Excel / source-record reviewer Location: Restricted original workbook > separate analysis workbook > Scope worksheet Create Calls from observed call metadata and Leads from the Lawmatics export. Use the firm’s approved outcome vocabulary. If CallRail has no recorded disposition field/tag or the integration lacks a cross-reference, check calls separately rather than invent a join. Keep untouched original exports/screenshots and the identifying source map in restricted firm storage. Build a separate minimized analysis file; do not hide raw client data on another tab. Include the complete Scope/coverage note in the AI-visible workbook or prompt. Use aliases and administrative metadata only. Unknown is not zero, false, completed or absent. Expected output: Calls(call_alias,answer_state,staff_outcome_present,outcome_source,source_ref); Leads(lead_alias,status,loss_reason_present,source_ref); Scope(outcome_rules,coverage) Next step: Format each approved range as a named table. Carry source-row references and coverage into the analysis workbook. Check before continuing: Every field has an observed source or an explicit missing reason; staff assignments are marked editorial, not native. Execution status: Public official documentation checked 2026-10-15; no login, export, live query, import, installation, configuration, message or client workflow was executed. Step documentation: https://support.microsoft.com/en-us/excel/merge-queries-power-query https://help.lawmatics.com/en/articles/10699805-matter-statuses https://support.callrail.com/hc/en-us/articles/5711366294285-Viewing-caller-timelines-with-visitor-tracking ### 4. Ask AI to inspect the checked inputs Tool: Excel Copilot, optional Location: Analysis workbook > Copilot icon at lower right > Chat only Open the minimized workbook containing the named tables and Scope. Paste the exact prompt; if unavailable, perform the same rule checks manually. Prompt: ```text Inspect Calls, Leads and Scope. Flag missing staff call outcomes and Lost leads with no recorded approved loss-reason sub-status. Keep system answer_state separate from staff_outcome. List unknown/unsupported fields separately. Do not infer a reason from call duration, a missed call, transcript sentiment or case merits. Return alias,missing_field,source_ref,staff_question,reviewer_status=pending. ``` Expected output: Two internal exception queues and missing-field list. Next step: Copy checked results into a new Review sheet, retaining source references and unresolved blockers. Check before continuing: A no-answer event is not a loss reason; staff decides factual disposition. Execution status: Public official documentation checked 2026-10-15; no login, export, live query, import, installation, configuration, message or client workflow was executed. Step documentation: https://support.microsoft.com/en-us/excel/copilot/get-started-with-copilot-in-excel ### 5. Human review and final action Tool: Responsible firm reviewer Location: Internal Review worksheet / review document Staff checks cited calls/matters and supplies only outcomes they know. Keep unknown reasons unknown. Save the reviewed exception list. Expected output: Reviewed completeness list. Next step: If separately approved, a human edits the original classification field/sub-status. Check before continuing: No recordings, transcripts, caller identities or client narratives enter downstream AI. Execution status: Public official documentation checked 2026-10-15; no login, export, live query, import, installation, configuration, message or client workflow was executed. Step documentation: https://support.callrail.com/hc/en-us/articles/5711366294285-Viewing-caller-timelines-with-visitor-tracking https://help.lawmatics.com/en/articles/10699805-matter-statuses ## What you will get outcome-review.csv: record_id, missing_or_conflicting_code, supported_suggestion, source_note_ref, owner, review_status ## Human review and limits No automatic case qualification or decline. Do not convert vague notes into legal determinations; preserve original notes and approval history. The assistant drafts or reports only. Check source records and review the output before a human performs any separately approved send or change. No automatic legal decision, money movement, account connection or publication is included. What to measure: In a synthetic pilot, count correctly found exceptions, false alarms, and unresolved inputs. No time or cost saving is assumed. ## Original prepared-input schema calls.csv: call_id, lead_alias, disposition_code, redacted_staff_note, owner_alias closed-leads.csv: lead_alias, supplied_status, loss_reason_code; code-dictionary.csv: code, definition, allowed_stage Synthetic example input: ```text C1: answered call with blank disposition L2: closed lead with missing reason C3: unclear note with no explicit outcome ``` Expected synthetic output: ```text C1: missing code L2: ask owner for reason C3: unresolved, no invented code ``` Failure check: No automatic case qualification or decline. Do not convert vague notes into legal determinations; preserve original notes and approval history. ## Starter files Native blank scaffolds and original synthetic examples may use different schemas. Follow NATIVE-INPUT-MAPPING where supplied. These files do not connect accounts or install automation. - [Download starter kit](https://agents.paretoid.com/assets/starter-kits/g07-starter-kit.zip) — All inputs, synthetic examples and review notes in one ZIP. No automation is installed. - [Start here: get the sources and prepare the review](https://agents.paretoid.com/assets/starter-kits/g07/START-HERE.txt) — Documentation-checked acquisition, explicit manual mapping, exact prompts and human review limits - [Input template: calls.csv](https://agents.paretoid.com/assets/starter-kits/g07/calls.csv) — Header-only input template; preserve exact names and order - [Synthetic input: calls.csv](https://agents.paretoid.com/assets/starter-kits/g07/calls-example.csv) — Fabricated sample rows for an offline manual trial - [Input template: closed-leads.csv](https://agents.paretoid.com/assets/starter-kits/g07/closed-leads.csv) — Header-only input template; preserve exact names and order - [Synthetic input: closed-leads.csv](https://agents.paretoid.com/assets/starter-kits/g07/closed-leads-example.csv) — Fabricated sample rows for an offline manual trial - [Input template: code-dictionary.csv](https://agents.paretoid.com/assets/starter-kits/g07/code-dictionary.csv) — Header-only input template; preserve exact names and order - [Synthetic input: code-dictionary.csv](https://agents.paretoid.com/assets/starter-kits/g07/code-dictionary-example.csv) — Fabricated sample rows for an offline manual trial - [Output template: outcome-review.csv](https://agents.paretoid.com/assets/starter-kits/g07/outcome-review.csv) — Header-only output template; preserve exact names and order - [Expected output: outcome-review.csv](https://agents.paretoid.com/assets/starter-kits/g07/outcome-review-example.csv) — Hand-authored synthetic expected result; not an executed workflow result - [Synthetic fixture expectations](https://agents.paretoid.com/assets/starter-kits/g07/fixture-expectations.txt) — Acceptance targets and failure checks; no claim of workflow execution - [Review prompt](https://agents.paretoid.com/assets/starter-kits/g07/starter-prompt.txt) — Copyable offline review prompt; no executable automation - [Setup and prerequisites](https://agents.paretoid.com/assets/starter-kits/g07/README.txt) — Recipe-specific setup, evidence sources and usage boundaries - [Native input scaffold: Calls](https://agents.paretoid.com/assets/starter-kits/g07/native-calls-template.csv) — Empty editorial table for Calls; populate from verified source evidence after reviewed mapping; not a native export - [Native input scaffold: Leads](https://agents.paretoid.com/assets/starter-kits/g07/native-leads-template.csv) — Empty editorial table for Leads; populate from verified source evidence after reviewed mapping; not a native export - [Native input scaffold: Scope](https://agents.paretoid.com/assets/starter-kits/g07/native-scope-template.txt) — Approved text input for Scope; complete from verified evidence and include in the AI-visible packet - [Native input mapping and scope guide](https://agents.paretoid.com/assets/starter-kits/g07/NATIVE-INPUT-MAPPING.txt) — Old-file-to-native-input compatibility map, acquisition requirements, privacy and blocking gates ## Optional original prepared-input prompt Destination: Your firm-approved AI assistant · prepared files This original prompt uses its own prepared-input schema. Do not mix it with native-step tables without the supplied mapping. ```text Compare the call and closed-lead records with our approved disposition and reason-code dictionary. Flag absent or contradictory codes. Where a staff note explicitly states an administrative outcome, suggest a code and quote the supporting redacted text; otherwise ask the owner. Do not invent reasons or decide whether a legal claim is viable. INPUTS calls.csv: call_id, lead_alias, disposition_code, redacted_staff_note, owner_alias closed-leads.csv: lead_alias, supplied_status, loss_reason_code; code-dictionary.csv: code, definition, allowed_stage OUTPUT outcome-review.csv: record_id, missing_or_conflicting_code, supported_suggestion, source_note_ref, owner, review_status Use only these synthetic or firm-approved inputs and preserve source row/page IDs. Keep missing or conflicting evidence unresolved. Return a draft for the named reviewer. Do not send messages, connect accounts, change records or permissions, move money, or make legal decisions. Keep source files unchanged. List missing prerequisites before continuing. ``` Proposed / not tested · editorial prompt Published by Law Firm Agents. Proposed adaptation; not tested. Not legal advice.