> ## Documentation Index
> Fetch the complete documentation index at: https://docs.tryopencomputer.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Retry Review

> Understand Athena's retry decisions, holds, and rerun paths.

Athena's **Retry Review** is a review queue for recent failed calls. It classifies the latest outcome, explains whether another attempt is currently allowed, and checks eligibility again when you request a rerun. Retry Review is controlled by a deployment-wide setting. When it is disabled for a deployment, its API routes return `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:

| Queue group | What it means |
| - | - |
| **Likely to work on a retry** | The failure appears temporary or may be resolved by another attempt. Check the displayed wait time and current eligibility. |
| **Up to the person called** | The outcome is commonly no answer, busy, voicemail, or an unavailable line. Another attempt may or may not reach the person. |
| **Edge cases ★** | A phone menu or other unusual path needs review. Repeated or dead-end menu failures can be held instead of called again. |
| **Needs a fix** | The route, number, region, carrier path, or another setup issue needs correction before another attempt. |

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 the `original_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:

```json theme={null}
{
  "run_id": 902,
  "outcome": "ivr_stuck_or_wrong_route",
  "retryable": true,
  "can_rerun": false,
  "blocked_reason": "Already re-run 2 times (the maximum)",
  "attempt": 3,
  "max_attempts": 3,
  "original_run_id": 902
}
```

This is an example response, not a promise that every account sees the same wording. Use `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

| Action | Behavior |
| - | - |
| Rerun one candidate | Starts the call immediately when eligible and outside a campaign. This can dial a real number. |
| Rerun selected candidates | Uses the waiting-line path when enabled, processing eligible safe candidates in batches. Rows that need a fix or are held for review are excluded. Some outcomes, such as a call cut mid-conversation, are restricted to one-at-a-time review. |
| Rerun a campaign call | Adds the rerun to its campaign queue. A paused campaign holds the work until it resumes; campaign calling hours and limits still apply. |

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.

## Campaign auto-retries are separate

Campaign auto-retries are configured on the campaign itself. They can retry selected Busy, No Answer, and Voicemail outcomes with a campaign-specific delay and attempt limit. This is separate from Retry Review's two-extra-attempt limit, cause grouping, unusual-menu holds, and manual review. See [Run campaigns](/guides/campaigns.md).


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