The Call Logs page in the Call AI Dashboard provides practices with a comprehensive overview of all call activity. This page is essential for monitoring communication performance, identifying missed opportunities, and listening to call recordings for training or quality assurance.
Summary
The Summary tab at the top of the Call Logs page offers a quick visual snapshot of key call metrics for the selected date range.
Top Metrics:
Total Calls: Total number of calls within the selected range, along with total call duration.
Inbound Calls: Count and average length of inbound calls.
Answered Inbound: Number and percentage of inbound calls that were answered.
Outbound Calls: Count and percentage of outbound calls.
Missed Calls: Number and percentage of calls not answered.
Recorded Calls: Number and percentage of calls with a recording available.
Each metric tile is clickable, allowing you to instantly filter call logs by that category.
Extension Summary
Beneath the overview tiles, the Extension Summary table breaks down call performance by extension.
Column | Description |
Extension | Displays the extension number or "Unknown" if not assigned. |
Total Calls | Total number of calls handled by that extension. |
Total Duration | Total time spent on calls for that extension. |
Inbound/Outbound | Number of inbound and outbound calls with percentages and average durations. |
Answered Inbound | How many inbound calls were successfully answered. |
Missed | Number of missed calls. |
Recorded | Number of recorded calls. |
Actions | Use the Filter button to view call details for the specific extension. |
📍 Tip: Use this summary to monitor extension performance and identify training opportunities.
Details View
Click the Details tab to dive into individual call records. Each row in this list represents a single call.
Columns in Details View:
Date & Time: When the call occurred. Missed calls are marked in red.
Caller: Displays caller ID or “anonymous” if blocked. Patient type may also show (e.g., New Patient).
Phone Number: Caller’s phone number (if available).
Duration: Total duration of the call.
Line: Line number the call was routed through.
Direction: Inbound or Outbound.
Actions:
▶️ Play: Listen to the call recording (if available).
📋 View Events: See detailed call routing and outcome.
⭐ Feedback: Leave internal feedback on the call for training/review.
Call Event Sequence
Clicking on the call timeline icon in the Actions column opens the Call Event Sequence window, which shows a complete history of the call routing.
Key Sections:
Call Details: Basic info like direction, extensions involved, time, and duration.
Call Summary: Outcome (e.g., Missed) and duration.
Event Timeline:
Each extension the call rang through.
When the call ended and why (e.g., NORMAL_CLEARING).
Time when the call recording became available.
📎 Use the Play button to listen to the audio directly from this screen.
Filtering Calls
At the top of the Details tab, you’ll find Quick Filters:
Inbound
Outbound
Answered Inbound
Recorded
Missed
You can also:
Filter by Line
Search by caller name or phone number
Reset filters with one click
Leaving Feedback
On individual calls, click the star icon in the Actions column to leave internal feedback. This is useful for training staff or flagging specific interactions.
Best Practices
Check the Missed Calls filter daily to ensure no leads are lost.
Use the Recorded Calls to coach staff and improve phone etiquette.
Monitor Extension Summary to evaluate workload and performance by team member.