Call Logs & Analytics
Every call your AI voice agent makes or receives is automatically logged with full transcripts, recordings, extracted data, and performance analytics—giving you complete visibility into your voice operations.
Call Logs Dashboard
Access all call logs from Voice Agent → Call Logs in your NZ Leads dashboard.
What You See
Call List View:
- Call Date/Time - When the call occurred
- Customer Name - Who was called (if available)
- Phone Number - Customer’s number
- Call Type - Inbound or Outbound
- Duration - Length of call
- Status - Answered, Voicemail, No Answer
- Outcome - Appointment Booked, Callback, Not Interested, etc.
- Read/Unread - Track which calls you’ve reviewed
Call Detail View
Click any call to see complete details:
1. Call Summary
High-level info:
- Customer name and phone
- Call direction (inbound/outbound)
- Call duration
- Date and time
- Agent that handled the call
- Overall outcome
Quick Actions:
- Play Recording - Listen to full call audio
- View Transcript - Read conversation word-for-word
- Copy Info - Export customer details
- Mark as Read/Unread
- Call Back - Initiate follow-up call
2. Full Transcript
What you get:
- Complete conversation text
- Speaker labels (Agent vs. Customer)
- Timestamps for each message
- Easy-to-read format
Example transcript:
[AI - 0:02] Thanks for calling ABC Plumbing, this is Sarah. How can I help you today?
[Customer - 0:08] Yeah, my water heater stopped working this morning.
[AI - 0:12] I understand. Let's get someone out there to take a look. What's the best number to reach you?
[Customer - 0:18] This number is fine, 909-555-1234.
[AI - 0:22] Got it, 909-555-1234. And what's the service address?
[Customer - 0:26] 123 Main Street, Pasadena.
[AI - 0:30] Perfect. Let me check availability for you...
[AI - 0:35] Earliest I have is tomorrow between 9 and 11 AM. Does that work?
[Customer - 0:40] Yeah, that's fine.
[AI - 0:43] Great! You're all set for tomorrow, March 15th from 9 to 11 AM at 123 Main Street. Watch for a confirmation text.
[Customer - 0:50] Thank you!
[AI - 0:52] You're welcome! Have a great day.Pro tip: Review transcripts to identify common customer questions, then add answers to your Knowledge Base.
3. Call Recording
Audio playback:
- High-quality MP3 recording
- Playback controls (play, pause, skip forward/back)
- Download option (save to your computer)
- Shareable link (for training or review)
Retention: Recordings stored for 90 days (downloadable anytime)
Use cases:
- Quality assurance
- Training new team members
- Dispute resolution
- Compliance/legal documentation
4. Extracted Data
The AI automatically extracts key information from every call:
Customer Information:
- Name
- Phone Number
- Email (if provided)
- Address (if applicable)
- Preferred contact method
Service Details:
- Service requested
- Issue description
- Urgency level
- Parts needed (if mentioned)
Appointment Details (if booked):
- Date and time
- Service type
- Duration
- Special instructions
- Calendar link
Call Outcome:
- Appointment booked
- Callback requested
- Not interested
- Transferred to human
- Message taken
- Voicemail left
Sentiment Analysis:
- Positive - Customer was happy/satisfied
- Neutral - Transactional, no strong emotion
- Negative - Customer was frustrated/upset
5. Call Notes
Automatically generated notes:
- Key points from conversation
- Action items
- Customer preferences
- Follow-up required
Example note:
Customer requested emergency water heater repair. Lives in Pasadena. Mentioned they have small children so urgency is high. Appointment booked for tomorrow 9-11 AM. Customer prefers text communication.
Manual notes: You can also add your own notes after reviewing the call.
Analytics & Reporting
Performance Metrics
Overall Stats:
- Total calls - All calls in date range
- Calls answered - Successfully connected
- Voicemails left - Went to voicemail
- No answer - Rings but no pickup
- Appointments booked - Successful conversions
- Conversion rate - Bookings / Connected calls
Time-based filters:
- Last 7 days
- Last 30 days
- This month
- Last month
- Custom date range
Agent performance:
- Compare multiple agents
- See which agents book more appointments
- Identify training opportunities
Call Status Breakdown
Answered Calls:
- Customer picked up and spoke with AI
- Includes successful bookings, transfers, and messages
Voicemail Calls:
- Call went to voicemail
- AI left configured message
No Answer:
- Phone rang but no one answered
- No voicemail available
Failed:
- Invalid number
- Number disconnected
- Technical issue
Outcome Analysis
Appointment Booked
- AI successfully scheduled an appointment
- Calendar event created
- Customer confirmation sent
Callback Requested
- Customer wants you to call back
- Typically: “Let me check my schedule and call you back”
Not Interested
- Customer declined service
- Reasons logged (price, timing, found competitor, etc.)
Transferred
- Call was transferred to you or team member
- Transfer outcome logged
Message Taken
- AI collected customer info for follow-up
- No appointment booked
Voicemail Left
- AI left message on customer’s voicemail
- Awaiting callback
Filtering & Search
Filter Options
By Agent:
- Select specific voice agent
- Useful if you have multiple agents
By Call Type:
- Inbound only
- Outbound only
- Both
By Direction:
- Incoming calls
- Outgoing calls
By Status:
- Answered
- Voicemail
- No Answer
- Failed
By Outcome:
- Appointment Booked
- Callback Requested
- Not Interested
- Transferred
- Message Taken
By Sentiment:
- Positive calls only
- Neutral calls only
- Negative calls only
By Date Range:
- Today
- Last 7 days
- Last 30 days
- Custom range
By Batch Call:
- Filter calls from specific campaign
- Track batch call performance
Unread Only:
- Show calls you haven’t reviewed yet
- Stay on top of new leads
Search
Search by:
- Customer name
- Phone number
- Service type
- Keywords in transcript
Example searches:
- “water heater” - Find all calls about water heaters
- “emergency” - Find urgent service requests
- “909-555” - Find calls from specific area code
- “not interested” - See all declined calls
Exporting Data
Export Options
CSV Export:
- Export filtered call list
- Includes all call data
- Great for reporting
Transcript Export:
- Download individual transcripts as TXT
- Bulk export multiple transcripts
Recording Export:
- Download MP3 files
- One-by-one or batch download
Analytics Report:
- PDF summary of performance metrics
- Includes charts and graphs
Mark as Read/Unread
Why use it:
- Track which calls you’ve reviewed
- Prioritize new/unread calls
- Team collaboration (assign call review)
How it works:
- New calls automatically marked “Unread”
- Click to mark as “Read”
- Filter to show only unread calls
Use case: If you have a VA or team member reviewing calls, they can mark them as read after follow-up is complete.
Notifications
Get notified when important calls come in:
Email Notifications
Trigger: When call is analyzed (2-3 min after call ends)
Email includes:
- Customer name and phone
- Service requested
- Appointment details (if booked)
- Link to call log
- Transcript summary
Configure in: Voice Agent Settings → Notifications
SMS Notifications
Get text alerts for urgent calls:
- Emergency service requests
- High-value appointments booked
- Calls marked as “callback requested”
Call Log Use Cases
1. Quality Assurance
Review calls weekly to ensure:
- AI is greeting customers properly
- Pricing is quoted correctly
- Appointments are booked accurately
- Transfers happen when needed
Action: Adjust agent configuration based on findings
2. Training Material
Use call recordings and transcripts to:
- Train new team members on customer interactions
- Show examples of good/bad calls
- Create scripts for human agents
3. Identifying Common Questions
Look for patterns:
- If 10 customers ask “Do you do X service?”, add it to knowledge base
- If customers frequently ask about pricing, update pricing info
- If transfers happen often for same reason, configure AI to handle it
4. Follow-Up Management
Track callbacks:
- Filter by “Callback Requested”
- Manually call customers back
- Log follow-up in notes
Follow up on voicemails:
- Customer may not have called back
- Reach out again 24-48 hours later
5. Performance Tracking
Monthly reviews:
- Compare this month vs. last month
- Identify trends (more calls? Higher booking rate?)
- Adjust marketing based on call volume
Advanced Analytics
Conversion Funnel
Track how calls move through your funnel:
Total Calls (500)
↓
Connected (350) - 70% connection rate
↓
Interested (280) - 80% interest rate
↓
Appointments Booked (175) - 62% booking rateTime-of-Day Analysis
See when calls convert best:
- Morning (8 AM - 12 PM): 65% booking rate
- Afternoon (12 PM - 5 PM): 58% booking rate
- Evening (5 PM - 8 PM): 42% booking rate
Optimize: Focus marketing during high-conversion times
Agent Comparison
If you have multiple agents:
- See which agent books more appointments
- Compare average call duration
- Identify which agent handles objections better
Use for: A/B testing different greetings, voices, or configurations
Best Practices
✅ Do This
- Review calls weekly - Stay on top of performance
- Mark calls as read - Track what you’ve reviewed
- Export monthly reports - Share with team/management
- Listen to recordings - Text doesn’t capture tone
- Follow up on callbacks - Don’t let warm leads go cold
- Update knowledge base - Add answers to common questions
❌ Avoid This
- Don’t ignore negative sentiment calls - These need immediate follow-up
- Don’t skip voicemail follow-ups - Many customers prefer callbacks
- Don’t let “callback requested” leads sit - They’re warm, act fast
- Don’t archive important calls too quickly - Keep them for reference
Troubleshooting
Call logs not showing
Check:
- Date range filter (expand to “All time”)
- Agent filter (select “All agents”)
- Call was completed recently (may take 2-3 min to appear)
Transcript is incomplete
Causes:
- Call was very short (under 10 seconds)
- Audio quality was poor
- Technical issue
Solution: Listen to recording for full context
Recording won’t play
Check:
- Browser allows audio playback
- Recording has finished processing (wait 2-3 min after call)
- Download and play locally if streaming fails
Next Steps
- Review your first call logs - Go to Call Logs →
- Optimize agent configuration - Agent Configuration →
- Set up notifications - Get alerts for important calls
- Export reports - Share performance with your team
Questions? Contact support at support@nzleads.com for help with call logs and analytics.