Call Logs & Analytics

Every call your agents place or receive is recorded in the Call Logs. Each log entry has the full transcript, audio recording, an AI-generated summary, the customer data extracted from the call, the appointment booked (if any), disconnection reason, and duration.

Getting here

In NZ Leads, go to Voice Agent → Call Logs.

List view

The list shows every call, newest first. Pagination is 50 calls per page.

Filters

• Agent — filter to calls handled by one specific agent.
• Date range — preset options or a custom range.
• Status — one of: initiated, ringing, answered, completed, failed, busy, no-answer, cancelled.
• Direction — inbound or outbound.
• Batch call — filter to calls from a specific batch campaign.
• Sentiment — positive / neutral / negative (when sentiment extraction is available for the call).
• Unread only — hide calls you’ve already reviewed.

Mark read / unread

• Every new call is unread until you open it.
• Click the read/unread indicator on any row to toggle it manually.
• Mark all as read respects the current filter. Filtering to a single agent and clicking it marks only that agent’s calls as read.

Sort

Default sort is newest first. This is not currently configurable.

Detail view

Click any call to open the detail view.

Transcript

The full conversation, line by line, with speaker turns labeled (agent vs. customer). Timestamps are included for each turn so you can jump to a specific moment in the recording.

Recording

Audio playback of the full call. Play, pause, scrub, or download.

AI-generated summary

A short write-up produced after the call finishes analysis. Typically one to three sentences covering what happened and the key outcome. Includes:

• Callback: Yes / No — whether the customer’s need was resolved on the call, or whether a human follow-up is required.
• A brief narrative summary (e.g., “Customer needed a water heater repair. Booked a technician for Thursday afternoon. Customer preferred text confirmation.”).

Extracted data

Structured data pulled out of the conversation by the AI:

• customer_name
• callback_phone
• customer_email
• customer_address

Fields that didn’t come up on the call are left empty.

Appointment booked

If the agent booked an appointment during the call, the booking details are shown here — date, time, service, and any customer notes attached to the booking.

Disconnection reason

The reason the call ended — e.g., customer_hangup, agent_hangup, transfer_completed, no_answer, voicemail_reached. Useful for diagnosing calls that ended unexpectedly.

Duration

Total call length in seconds or minutes.

Email notifications

Each agent has a Send email on call analyzed toggle in the Advanced tab of its configuration.

• When on: after a call is analyzed (a few seconds after it ends), a summary email is sent to the email address you configure. The email includes the AI summary, extracted data, and a link back to the call in the log.
• When off: no email is sent. You’ll still find the call in the list.

See Agent Configuration.

Common workflows

Daily review of inbound calls

1. Open Call Logs.
2. Filter by direction inbound and the past 24 hours.
3. Filter Unread only.
4. Skim the AI summary on each. Open the transcript only for calls flagged “Callback: Yes” or with unusual sentiment.
5. Click Mark all as read.

Finding missed opportunities

1. Filter by Status no-answer.
2. Sort through the list and follow up manually on high-value leads.
3. For recurring no-answers, check your Timing (call hours) and Voicemail Message — a better voicemail lifts callback rates.

Reviewing a batch campaign

1. Open Call Logs.
2. Filter by the Batch call name.
3. Review the Callback: Yes flags to see which customers agreed to a booking or asked for a callback.
4. Export customer data for anyone flagged for human follow-up.

Troubleshooting

A call I just made isn’t in the list. Analysis takes a few seconds to a minute after the call ends. Refresh the page.

The transcript is empty. Very short calls (under a few seconds) may not produce a usable transcript. Check the recording instead.

The summary says “Callback: Yes” but the customer booked during the call. Open the transcript — the agent may have promised a follow-up (for a part check, address confirmation, etc.) that’s separate from the booking. The flag means the customer’s need wasn’t fully resolved.

Sentiment is missing. Sentiment isn’t extracted for every call. It’s shown when available and filterable when present.

The “Extracted data” fields are blank. The agent only fills fields that the customer actually provided. If the caller didn’t say their address, customer_address is empty — that’s expected.

Questions? Email support@nzleads.com.