Call Logs & Monitoring

This article describes Call Logs, Internal Calls, and the Call History feature in VoiceStack.

In this Article

• Call Logs
• Internal Calls
• Call History

Call Logs ▶

The Call Logs section of VoiceStack is your central hub for monitoring all call activities, both inbound and outbound. It is designed to give teams visibility into call volumes, outcomes, and lead sources, enabling smarter follow-ups, quality assurance, and performance tracking.

To learn how to track call logs, click here.

Benefits

• 360° visibility into all call activities across your team or organisation.
• Improved call handling through detailed insights on answered vs. missed calls.
• Lead source tracking via virtual numbers and campaign tagging.
• Faster response and follow-up using Patient 360 or contact-level insights.
• Data-driven coaching and performance improvement based on actual call metrics.
• Time-efficient analysis using filters, export tools, and column selectors.

Use Cases

• Monitor daily/weekly call handling performance of your call agents.
• Identify missed opportunity patterns (e.g., short-missed calls).
• Track outreach efforts during campaigns by reviewing outbound call data.
• Filter calls by location, source, or contact type for focused QA reviews.
• Export filtered logs for client reporting or internal reviews.

Tips

• Use the Date Range Selector to compare call trends over specific timeframes (e.g., pre- vs post-campaign).
• Apply the “Short Missed” filter to identify leads who dropped off quickly—ideal for re-engagement.
• Use Export CSV before monthly reviews or compliance audits.
• Customise columns to highlight only what matters most—like Location, Call Status, or Contact Type.

Best Practices

• Regularly review missed and short missed calls to ensure no leads slip through.
• Encourage agents to label call outcomes correctly to improve reporting accuracy.
• Set up virtual numbers per campaign to better track marketing ROI.
• Integrate with Patient 360 for seamless handoff from call to care or service workflows.
• Use Call Status trends to manage staffing—if missed calls peak at certain hours, consider reallocation.

Examples

• A dental practice sees a spike in short missed calls between 12-2 PM. They use this insight to add a lunchtime call shift.
• A manager filters outbound calls by source and finds that Google Ad leads are converting better than Facebook, prompting budget reallocation.
• An agent consistently appears in the top 3 for missed calls. A QA coach uses call logs and recordings to provide tailored coaching.

Internal Calls ▶

Internal Calls in VoiceStack show call activity within your organisation, between extensions. This feature helps you monitor internal communication. 

To learn how to monitor internal calls, click here.

Highlights

• Internal Calls are auto-generated and cannot be created or updated manually.
• A call showing “Not Connected “ with 00:00 duration usually means the recipient did not pick up. In some cases, it may also indicate routing or device issues.

Benefits

• Monitor call activity between internal extensions.
• Improve visibility into team communication.
• Support audits and quality monitoring.
• Identify call patterns and operational gaps.

Use Case

• Audit Trail – The practice can keep a record of all internal communications for transparency and accountability. 

Call History ▶

With the Call History feature in the VoiceStack Agent App, view all your call activity in one place. It captures every inbound, outbound, and missed call linked to your extension. With smart filters and search, you can quickly find past conversations, so that you can respond confidently and stay accountable in patient communications.

To learn how to track call interactions, click here.

Use Cases

Scenario	Agent Action
A patient reports no callback	Check history and return call
Supervisor audit	Review logs and recordings
Follow-up needed	Check recordings and Patient 360
Spam caller	Block contact

Benefits

• Accountability: Track and review every communication for quality assurance.
• Time Saving: Quickly locate and return missed or unresolved calls.
• Contextual Clarity: View history and listen to recordings before re-engaging.
• Productivity Tracking: Helps managers monitor agent activity and call volume.

Best Practices

• Review Call Logs Daily: Prevent backlog and missed follow-ups.
• Use Tags or Notes: For unusual or sensitive calls, document details immediately.
• Monitor Patterns: Look for call spikes or recurring missed calls to optimise workflows.
• Verify Call Duration: Very short calls might indicate issues like dropped calls.

Tips 

• Use the duration field to identify important or lengthy calls.
• Flag unusual conversations by creating a To-Do for future review.
• If a patient references a past call, open Patient 360 to confirm conversation history.
• Use filters to find calls made by date/time to better manage follow-ups.

Support

Need further help? Contact [e-mail] or call [phone].