> ## Documentation Index > Fetch the complete documentation index at: https://help.fieldpulse.com/llms.txt > Use this file to discover all available pages before exploring further. # Call Journey Details > See every line a FieldPulse Engage call rang, in dial order, with each leg's status, ring, talk, and hold time and the agents dialed on that line. > **Who uses this:** Admins, Team Managers, and Service Agents, for calls on the Engage lines they can view. Limited Agents have no access to Engage. **Availability:** US and Canada · Engage add-on. A call journey in [Engage](https://www.fieldpulse.com/features/engage) shows every line a call rang, in the order it rang, with each line's status, ring time, and the agents it dialed. You see it in the **Calls** view and on a call's **Call Log Details** page. ## Overview A call journey is the full path a call took through Engage, from the moment it started ringing to the moment it ended. A call that reaches only one line stays a single call record with no journey. A call that rings more than one line, whether through sequential call ring, a phone tree, or a transfer, groups every line it touched under one parent call record with expandable child legs. A single caller never shows up as more than one missed call. ## Call statuses Every call and every leg carries a status. Parent calls and legs use different status sets, since a parent describes the outcome of the whole call and a leg describes only its own part in it. | **Status** | **Applies to** | **What it means** | | - | - | - | | **Ringing** | Parent and leg | The call is actively ringing right now. The status updates without a refresh. | | **Answered** | Parent and leg | Parent: the call ended with the caller connected to someone. Leg: this line or agent picked up. | | **No answer** | Leg only | This leg rang and nobody picked up. Routing moved on to the next leg, to voicemail, back to the transferring agent, or the call ended. | | **Missed** | Parent only | No line or agent ever answered the call. | | **Abandoned** | Parent and leg | The caller disconnected while on hold or while waiting on a transfer, after the call was answered. | A call is never Missed once any line answers it. Once a line answers, the parent call can only end as Answered or Abandoned. ## Parent calls and call legs A parent call record represents the call as a whole. Its status is the outcome of the entire journey. A child leg represents one line's part in that journey; its status is the outcome of that leg only. In the **Calls** view, a call that rang more than one line shows how many lines it rang, such as **2 lines**. Select it to expand the list of every line the call passed through, in the order Engage dialed it, with each line's status and ring time. Select a line in that list to open its own **Call Log Details** page, including that leg's recording and transcript. A phone tree appears in a call journey as the entry method a caller passed through, not as a leg of its own. ![The Engage Calls view with a missed call expanded to show 2 lines rang, Main Line and Landline Phone, each marked No answer after 10 seconds, next to the Call Log Details page with the Call Journey section open, showing a Missed parent call and two numbered leg cards with their ring times and Recipients lists](https://mintcdn.com/fieldpulse/XeuUwEgD4MYfnbEL/static/images/engage-call-journey/01.png?fit=max\&auto=format\&n=XeuUwEgD4MYfnbEL\&q=85\&s=9023b182d784fa8d5a1114045ab19520) ## Call Journey section The parent call's **Call Log Details** page includes a collapsible **Call Journey** section, labeled with how many lines rang (for example, **Call Journey · 2 lines**). It starts with a **Parent Call** card that shows when the call started, the parent call's status, and its total ring, talk, and hold time. Below it, one numbered card per line that rang follows in dial order. Each leg card shows: | **Field** | **Shows** | | - | - | | **Number** | The leg's place in dial order, starting at 1 | | **Line** | The friendly name of the line that rang | | **Time** | When that leg started | | **Entry method** | How the call reached that line, for example **Direct** or **Sequential ring** | | **Status** | The leg's status, from the table above | | **Ring** | Elapsed ring time over the line's configured [ring duration](https://help.fieldpulse.com/add-ons/engage/ring-duration.md), for example 10 secs / 10 secs | | **Talk** | How long that leg was in an active conversation. A dash on legs that weren't answered | | **Hold** | How long that leg spent with the caller on hold. A dash on legs that weren't answered | Expand **Recipients** on any leg card to see every agent dialed on that line and whether they answered. A phone tree never appears as a leg card in this section. ## Recipients Each leg card includes a collapsible **Recipients** list that summarizes the outcome, such as **1 person didn't answer**. Expand it to see every agent assigned to that line who was dialed. | **Field** | **Shows** | | - | - | | **Agent** | The agent's name | | **Ring** | How long the call rang for that agent, for example **Rang 10 sec** | | **Status** | Whether that agent answered | For an agent who answered, the list also shows how long that agent talked and how long that agent's portion of the call spent on hold. The recording and transcript for a leg's conversation play from that leg's own **Call Log Details** page. ## Operator AI in a call journey [Operator AI](https://help.fieldpulse.com/add-ons/ai/operator-ai.md) appears in a call journey any time it took part in a call, whether the call routed to it directly or was transferred to it after a line answered. The journey summary names Operator AI as the handler when it serviced the call. ## Related articles * [Engage Overview](https://help.fieldpulse.com/add-ons/engage/overview.md) * [Setting Up Call Routing](https://help.fieldpulse.com/add-ons/engage/call-routing.md) * [Setting Up Ring Duration](https://help.fieldpulse.com/add-ons/engage/ring-duration.md) * [How to Use Transfers in Engage (non-SIP)](https://help.fieldpulse.com/add-ons/engage/transfers-non-sip.md) * [Setting Up Call Transcripts and Summaries](https://help.fieldpulse.com/add-ons/engage/call-transcripts-summaries.md) * [Setting Up Operator AI](https://help.fieldpulse.com/add-ons/ai/operator-ai.md) ## Related topics - [Engage Overview](https://help.fieldpulse.com/add-ons/engage/overview.md) - [Setting Up Call Transcripts and Summaries](https://help.fieldpulse.com/add-ons/engage/call-transcripts-summaries.md) - [Setting Up Call Routing](https://help.fieldpulse.com/add-ons/engage/call-routing.md) - [Setting Up Ring Duration](https://help.fieldpulse.com/add-ons/engage/ring-duration.md) This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.