Calls that need your attention

This check must be turned on for your AI agent. Your clinic manager turns it on with the Call Analysis switch in the agent’s settings. If it’s off, you’ll see Analysis not available on a call.

The check compares each call with the agent’s instructions. It runs on its own after the call ends, so a call that just ended may not be checked yet.

1. In the menu on the left, click Call Logs & Analytics.
2. Click the Call Analysis tab. At the top right, choose the dates to look at.
3. Look at the boxes at the top. Issue Groups is how many different problems were found. Affected Calls is how many calls had at least one problem. Critical Issues and High Severity count the most serious problems.
4. Read the list below the boxes. The most serious problems come first. Each line shows the level, the type of problem, a short summary and, under Calls, how many calls had it.
5. Click a problem. A panel opens on the right. Read the Issue Summary and the Observed Issue, which says what went wrong.
6. Under Affected Calls, click View next to a call to open it, read its summary and listen to it.

To see fewer problems, use the menus above the boxes, such as All Severities or All Agents.

1. Open the call from the Call Logs tab.
2. In the call’s window, click the Call Analysis tab.
3. At the top, read the Quality Score, out of 10, and whether the agent got its main job done: Objective Achieved, Partially Achieved or Objective Not Achieved. A sentence explains why.
4. Below, each problem has a number and a level. Click one to see the Observed Issue, what went wrong, and the Recommended Fix, a suggested change for your clinic manager.

No issues detected means the check found nothing wrong with this call.

Levels

• Critical: the agent may have given information that could put someone at risk, broken a safety rule, or caused serious harm to the clinic.
• High: the agent didn’t do its main job, gave wrong information or didn’t follow its instructions, for example by giving the wrong hours for a holiday.
• Medium: the agent handled part of the call poorly, missed a clue or wasn’t clear.
• Low: a small wording or style point that didn’t change the result.

Types

• Task Failure: the agent didn’t finish what the call was for, such as booking an appointment.
• Missed Context: the agent missed something important the patient said, such as a sign that it was urgent.
• Poor Handling: the agent handled a moment badly, but nothing seriously wrong happened.
• Communication Issue: a problem with tone, clarity or flow, such as asking the same question twice.

1. Help the patient first. If the patient didn’t get what they needed, call them back. For example, their prescription renewal request wasn’t taken, or they were given the wrong hours for a holiday. See Following up with a patient after a call.
2. Tell your clinic manager. In the problem’s panel, click Copy Fix next to Recommended Fix. Paste it in a message to your manager, with the call ID. Your manager can then fix the agent’s instructions or the clinic documents the agent reads.
3. Mark it as seen. Click Acknowledge at the top of the panel. The problem leaves your list. To see it again, click Show Acknowledged.

Acknowledge only hides the problem in your web browser, on this computer. Your colleagues still see it, so tell them when it’s taken care of.

• Analysis not available on a call that just ended: the check isn’t done yet. Look again a little later. If nothing changes, the check was off for that agent when the call happened. Ask your clinic manager.
• No analysis data on the Call Analysis tab: no problems were found in those dates, or the check is off. Choose a wider date range, or ask your clinic manager.
• A problem you acknowledged is back: you may be on another computer or browser, or your browser’s data was cleared. Click Acknowledge again.