Your calls at a glance

1. In the menu on the left, click Call Logs & Analytics. The page opens on the Analytics tab.
2. At the top right, open the Select range menu and choose the dates, for example Last 7 days or This month. You can also click the dates beside it and pick days on the calendar. At first, you see the last 30 days.
3. Read the numbers in the boxes at the top. They’re grouped under Voice, Usage and Peak times. The last group is for your clinic manager.
4. Scroll down to Usage Trends to see your calls over time. Click Daily, Weekly, Monthly or Annual. Point at a bar with your mouse to see its numbers.

The dates you choose also apply to the Call Logs and Call Analysis tabs.

Usage

• Total Calls: how many calls your AI agent took in those dates. Test calls made from the dashboard are included.
• Total Minutes Used: the total length of those calls, in minutes.
• Avg Call Duration: how long a call lasts on average.
• Forwarded Call Duration: the total minutes patients spent with your staff after the agent passed their call to a person.

Peak times

• Busiest Day: the day of the week with the most calls. The number of calls is shown under it.
• Peak Hour: the hour of the day with the most calls, for example 09:00-10:00, in your clinic’s time zone.
• Quietest Day: the day of the week with the fewest calls. Days with no calls at all don’t count.
• Avg calls/day: the average number of calls per day. Every day in your dates counts, including weekends and days the clinic was closed.

Voice

• Active Voice Agents and Active Phone Numbers: how many AI agents and phone numbers are set up to take calls right now.
• Total Voice Agents and Total Phone Numbers: the same, including the ones that aren’t active.

The Voice numbers don’t change with the dates. The last group of numbers and the Usage Details table at the bottom are about your clinic’s account: your clinic manager uses them.

• Plan your day: if Peak Hour is 08:00-09:00, many patients call as the clinic opens. Keep time after that hour to call patients back.
• After a holiday: choose the days the clinic was closed to see how many patients called while you were away. Then open the Call Logs tab to follow up with them.
• Long calls: if Avg Call Duration goes up, listen to a few long calls to see why. See Listening to a call and reading its summary.

The Analytics tab doesn’t count calls by reason. To see, for example, how many patients called to book an appointment:

1. Click the Call Logs tab.
2. Click Filters. Under Caller’s Intent, choose Schedule Appointment. Click Save settings.
3. Look at the bottom of the list. In a line like “Showing 1 to 10 of 42 entries”, the last number is the total.

• The numbers are 0, or show a dash: there were no calls in those dates. Choose a wider range.
• A call from a few minutes ago isn’t counted: reload the page in your browser.