404; dashboard visibility also depends on your account permissions.
Retry Review is different from a campaign’s automatic retry settings. It is not a general-purpose “call again” button: some outcomes are not retryable, some require a fix, and some are held for review to prevent a repeated call from causing more trouble.
Read the review queue
The default review window covers the last seven days. Rows represent recent failures that have not already been recovered by a later attempt. The number shown in the page summary is a review-window count, not a promise that every row can be called again. The queue groups candidates by likely next action:
Outcomes describe what the run recorded, such as
no_answer, busy, voicemail, cut_mid_call, ivr_no_route, ivr_stuck_or_wrong_route, agent_silent, or technical_failure. A reached_person result, an IVR route with no viable path, and an unknown result are not eligible for another Retry Review attempt. For other outcomes, the cause and current run history determine the decision.
Why Athena may hold a call
Retry decisions use the recorded outcome and call activity to classify the cause. Some platform, capacity, carrier, timeout, interrupted-call, or first phone-menu failures may be candidates for another attempt. A new call to the same destination, the maximum attempt count, the calling window, or a changed number or agent history can make a candidate ineligible. An unusual menu failure may be tried once with what the previous attempt learned. If the same menu path fails again or appears to be a dead end, Athena holds it for review instead of repeating the call. Edge cases are marked with a star in the review view. The internal golden-case export and star-management controls are restricted to platform superusers; they are not general customer data-export features. When the problem needs a correction, Retry Review does not treat another dial as a fix. Update the relevant number, region, carrier route, or workflow setup, then use the current queue decision and your normal call process.Attempt limit and recheck
Retry Review allows up to two additional attempts after the original call: three attempts in the chain in total. A candidate can be delayed briefly while a platform-side problem settles. The page’s eligibility is a snapshot, not a reservation; Athena checks the latest state again when a rerun is requested. At rerun time, Athena checks the outcome and cause, prior attempts, later calls to the same destination, current number and agent state, calling hours, campaign state where relevant, and whether the candidate still meets the current queue and batch rules. If any check changed, the request can be refused or held. Retry chains link each additional attempt to the original call. Candidate rows expose theoriginal_run_id, current attempt, max_attempts, and chain so your team can review the sequence together. A later successful attempt can make an earlier failure no longer actionable.
Interpret blocked_reason
The candidate response contains a can_rerun boolean and blocked_reason. When the row can currently be retried, blocked_reason is null. Otherwise it gives a human-readable explanation, such as an outcome that is not retryable, an exhausted attempt limit, a newer call, a closed calling window, a short wait, or a cause that needs a fix or review.
For example, a candidate that has already used its two additional attempts may look like:
can_rerun and the current blocked_reason rather than parsing the reason string as a stable code. Keep phone numbers and other contact data out of logs that do not need them.
Choose a rerun path
The dashboard permits up to 250 candidates in one multi-call action and submits them in batches of up to 50. It confirms whether a manual action is calling now or waiting for a free line. Read the per-candidate result after submitting a selection: results can include started, queued, waiting, or refused states. A bulk request does not mean every selected row started. If a waiting-line item cannot start before its allowed calling window closes, it returns to review rather than silently dialing much later.