Understanding Voice AI Call Logs

What Are Voice AI Call Logs?

Voice AI Call Logs provide a comprehensive record of all calls managed by your Voice AI agents. This feature allows you to monitor agent performance, analyze customer conversations, and maintain quality assurance. Each log entry captures essential details from the interaction, giving you a complete picture of every call.

Key Benefits of Using Call Logs

Call logs offer several advantages for managing your Voice AI operations:

• Phone Number: Identify the caller and quickly access their contact details.
• Call Time & Duration: Review when the call occurred and its length.
• Actions Triggered: See which automated workflows or actions were initiated during the call.
• Call Summary: Get a brief overview of the conversation's purpose and outcome.
• Call Transcript: Read the full text of the dialogue for detailed analysis.
• Call Recording: Listen to the audio to understand tone and nuance.

How to Access Call Logs

To view your Voice AI call logs, navigate to the AI Agents section from the left-hand menu in your CRM. Click on the Voice AI tab at the top of the page. You can then apply filters to narrow down the list of calls. The main table displays all recent calls, showing information such as the agent's name, contact details, call time, duration, and available actions like viewing summaries or transcripts.

Reviewing Call Details

For each call, you can examine the interaction in three different formats to suit your needs.

Call Summary

The summary provides a condensed version of the call, highlighting the key points and outcomes. Use this when you need a quick understanding of the conversation without delving into the finer details.

Call Transcript

The transcript displays the entire conversation in text form. This is ideal for reviewing the exact exchange between the agent and the caller, helping you identify areas for improvement in your agent's responses.

Call Recording

If available, you can listen to the audio recording of the call. This allows you to hear the caller's tone and the agent's delivery, providing context that text alone cannot capture. From the recording window, you can play the audio or download the file.

Bulk Exporting Call Logs

You can export your call logs in bulk as a CSV file. The export function will include only the calls that match any active filters you have applied, such as date range, agent, or call type. To export all filtered calls, select the Export All option. To export specific calls, check the boxes next to the desired logs and click the Export button. The export will include up to the 50 most recent calls that meet your criteria.

Frequently Asked Questions

How far back can I view call logs?

Call logs are available for all calls handled since you activated the Voice AI feature.

Are call logs available for all agents?

Yes, any Voice AI agent that has handled calls will have their activity logged and accessible.

Why can’t I download a recording for a call?

Recording downloads are only available for completed calls where a recording was successfully created. Availability may also depend on your telephony provider's capabilities.