Call Analytics
View comprehensive call history with AI-powered insights, complete transcripts, recordings, and performance metrics.
Accessing Call Analytics
- Log in to voice.vokaai.com
- Click Analytics → Calls
- Browse your complete call history
Mobile Access: Tap the Inbox button in the mobile header to quickly access unread calls.
Call List View
The call logs page displays all your calls in an easy-to-scan format optimized for both desktop and mobile.
Call Card Layout
Each call card shows:
- Direction icon + Caller name (auto-extracted from AI insights)
- Lead score badge, only if you've added a custom insight that scores leads (color-coded: Green 80+, Purple 50-79, Gray <50)
- Phone number and timestamp (in your local timezone)
- Assistant name that handled the call
- Call summary preview (first 2 lines, auto-generated by AI)
- Duration and status badges (Booked, SMS, Transferred, etc.)
- Small purple dot for very recent calls (< 1 hour old)
Intelligent Caller Name Display
The platform automatically extracts caller names from AI insights so you see "Kevin Jordan" instead of just "+1234567890". Names are detected from:
- Action items (e.g., "Reach out to Kevin Jordan")
- Key details insights
- Conversation summaries
- Falls back to formatted phone number if name not found
Click any call to view full details, transcript, and insights.
Filtering & Searching Calls
The call logs page includes powerful filtering options to help you find specific calls quickly.
Date Range Filters
Quick Presets:
- 7d - Last 7 days
- 30d - Last 30 days
- 90d - Last 90 days
- All - All time
Custom Range: Click the date fields to select specific start and end dates
Advanced Filters
Filter by:
- Assistant: View calls for specific AI assistants
- Phone Number: Track calls to/from specific numbers
- Direction: Incoming or outgoing calls
- Status: Completed or failed
- Outcome (All Outcomes): Booked, Package Used, Deposit Link, Cancelled, Rescheduled, SMS Sent, Transferred, Callback
Looking for callers who asked to be called back? Call Backs lists them with buttons to call, add notes and mark them done.
Search: Enter caller name or phone number in the search bar
Show/Hide Archived: Toggle to include or exclude archived calls
Mobile-Optimized Filters
On mobile devices (screens < 768px):
- Sticky header with compact date controls
- Full-width call cards for easy reading
- Swipe-friendly interface
Desktop Layout
On desktop:
- Side-by-side filters for quick access
- Contained width for comfortable reading
- Pagination (50 calls per page)
Call Detail Page
Click any call from the list to open the detailed view with complete information and actions.
Header Actions
The call detail page header includes quick actions:
Primary Buttons:
- Play Recording: Opens recording in new tab or plays inline
- Call Back: One-click to dial the caller's number (opens your phone dialer)
- Archive: Mark call as archived to hide from main list
More Menu (⋯):
- Download recording as MP3
- Copy transcript to clipboard
- Download transcript as TXT file
Call Information Display
Header shows:
- Call direction icon (incoming/outgoing)
- Caller name (extracted from AI insights)
- Lead score badge (only if you've added a lead-score custom insight)
- Phone number
- Timestamp (in your local timezone)
- Duration
- Assistant name
Status Badges:
- Booked: An appointment was booked
- Cancelled / Rescheduled: An existing appointment was cancelled or moved
- Package Used / Deposit Link: Paid with a prepaid package, or a deposit link was sent
- SMS Sent: Voka texted the caller
- Transferred: The call was handed to your team
- Callback: The caller asked to be called back
Learn more about status badges →
Content Sections
The call detail page is organized into clear sections:
1. Call Summary
- AI-generated conversation overview
- Provides quick context without reading full transcript
- Automatically included with every call
2. Action Items
- List of follow-up tasks extracted from the conversation
- Includes owners and deadlines when mentioned
- Example: "Reach out to Kevin Jordan", "Send proposal by Friday"
3. Full Transcript
- Complete conversation with chat-bubble style display
- Assistant messages on left (lavender purple)
- Caller messages on right (gray)
- Timestamps under each message (e.g., "9:27:05 AM")
- "Call ended" indicator at bottom
- Copy or download options available
Learn more about transcripts →
4. AI Insights
- All insights configured for the assistant, such as key details, pain points, or an opt-in sentiment label or lead score if you've added those as custom insights
Call Transcript Features
The enhanced transcript view provides a complete record of every conversation.
Display Format
Chat-Bubble Style:
- Modern messaging interface layout
- Assistant messages: Left side with lavender purple background
- Caller messages: Right side with gray background
- Clear visual separation between speakers
Timestamps:
- Each message shows precise timestamp
- Format: "9:27:05 AM" (12-hour with AM/PM)
- Automatically converted to your local timezone
Automatic Pagination:
- System fetches complete conversations
- No message limits (even for 500+ message calls)
- Seamlessly combines all pages
Transcript Actions
Copy to Clipboard:
- Click the copy button
- Entire transcript copied as plain text
- Preserves speaker identification and timestamps
Download as TXT:
- Click the download button
- Save transcript file to your computer
- Includes timestamps and speaker labels
- Useful for record-keeping and analysis
Transcript Availability
When Available:
- Calls using Telnyx Conversations API
- Calls longer than 5 seconds
- After call completion (usually within 30-60 seconds)
Caching:
- First access fetches from Telnyx
- Subsequent views load instantly from database cache
- Improves performance and reduces API calls
Call Recording
Playback Controls:
- Play, pause, skip forward/backward
- Speed adjustment (0.5x, 1x, 1.5x, 2x)
- Volume control
- Progress bar with time elapsed/remaining
Download Options:
- MP3 format (compressed, smaller file size)
- WAV format (uncompressed, higher quality)
Recording is turned on or off per assistant (AI Assistants → your assistant → Advanced tab → Call Recording). Download any recordings you need to keep in your own records.
Call Metrics
Duration: Ring time, conversation time, hold time, total
Quality: Audio quality, transcription accuracy, response latency
Outcome: Task completed, appointment booked, transfer reason
Integration Data
When integrations are used, see:
- System name (Acuity, Square, etc.)
- Action taken (appointment created, lead added)
- Data sent/received
- Success/failure status
Example:
✅ Appointment Created
System: Acuity Scheduling
Service: Dental Cleaning
Date: March 15, 2024 at 2:00 PM
Status Badges
Calls are automatically tagged with status badges based on what happened during the conversation.
Badge Types
| Badge | Meaning | How It's Detected |
|---|---|---|
| Booked | Appointment scheduled | Metadata contains booking_confirmed or action items mention booking |
| SMS | Text message sent | Metadata contains sms_sent or message_sent |
| Transferred | Call transferred to human | Metadata contains transferred or transfer_completed |
| Missed | Call not answered | Status is no-answer or busy |
| Voicemail | Voicemail left | Disconnect reason includes "voicemail" or metadata has voicemail_left |
Badge Display:
- List view: Maximum 2 badges shown (shows "+N" if more)
- Detail view: All badges visible
- Color-coded with icons for quick recognition
Archiving Calls
Keep your main call list clean by archiving resolved or old calls.
To archive a call:
- Click on the call to open details
- Click the Archive button in the header
- Call is hidden from main list
To view archived calls:
- Toggle the "Show Archived" filter on the call logs page
- Archived calls appear with gray overlay
Note: Archiving doesn't delete the call - it just hides it from your default view.
Aggregate Metrics
View metrics across all filtered calls:
Call volume: Total calls, calls per day/week/month, trends
Duration: Average, median, shortest/longest
Outcomes: % Completed, Transferred, Missed, Failed
Success: Completion rate, transfer rate, drop rate
Comparing Performance
Period comparison:
| Metric | This Week | Last Week | Change |
|---|---|---|---|
| Total Calls | 247 | 218 | ↑ 13% |
| Avg Duration | 3:42 | 4:15 | ↓ 13% |
| Completion | 87% | 82% | ↑ 5% |
Assistant comparison:
| Assistant | Calls | Completion | Transfer |
|---|---|---|---|
| Main | 147 | 87% | 15% |
| After Hours | 42 | 72% | 28% |
Exporting Data
Download your call reports as Excel or CSV from the dashboard.
Call Alerts
Get an email, a text (with the SMS add-on) or a webhook when a call matches a yes/no question you write, for example "Did the caller ask for Maria?". See Conditional Notifications.
Troubleshooting
Inaccurate transcript:
- Causes: Background noise, poor audio, heavy accent
- Solutions: Check recording, improve audio quality
Call shows as "Failed":
- Causes: Integration failure, network issue, timeout
- Solutions: Check call details for error, review integration logs, contact support
Missing recording:
- Causes: Recording was turned off for the assistant when the call happened
- Solutions: Turn recording on in the assistant's Advanced tab (applies to new calls)
Using Call Data to Improve
Daily (5-10 min):
- Review yesterday's calls
- Check for failed or transferred calls
- Note patterns
Weekly (30 min):
- Review 10-20 random calls
- Listen to recordings
- Identify improvement opportunities
Monthly (1-2 hours):
- Comprehensive performance review
- Compare to previous month
- Update knowledge base and instructions
Improve based on data:
- Filter transferred calls → Read transcripts → Add missing info to knowledge base
- Search transcripts for repeated phrases → Identify FAQs → Update instructions
- Filter callback requests → Read why callers wanted a person → Update instructions
Getting Call Data Out
There is no built-in CRM or analytics-platform sync. What you get instead is your call data, on demand or pushed to you, so you can put it wherever you need it.
Export it yourself. Download a call report as Excel or CSV from Analytics → Calls — see the Exporting Guide.
Read it from the API. The Voka AI Developer API lets you list, filter and paginate every call, and pull transcripts. It's a bearer-authed REST API and any customer can mint a key.
Have it pushed to you. Subscribe to webhook events — call.completed, call.transcript.ready and call.insight.received deliver to your endpoint within seconds of a call ending. Every delivery is HMAC-signed.
Wire it to your own tools. The same API powers our official n8n, Zapier and Make integrations, which is the supported way to push call data into a CRM or a dashboard of your choosing.
Privacy & Compliance
Privacy settings: each assistant's Advanced tab has Data Retention and PII Redaction settings for conversation history and insights.
For data deletion requests, email support@vokaai.com.