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Call Logs Page
Alyssa Elso avatar
Written by Alyssa Elso
Updated yesterday

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.


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