Day to day
Calls, transcripts and scores
Follow calls as they happen, review every past call, and understand how calls are scored.
Call Queue
Call Queue shows every outbound call that is waiting to be placed or in progress. Switch between a table and a board grouped by status or agent, and filter by agent, status, doctor, number of attempts or appointment date.
Calls wait in the queue when:
- Automatic Outreach is off (the switch at the top of this page);
- it’s outside your active hours; or
- the call is scheduled for later, for example a retry.
Staff with permission can place a waiting call immediately with Call now, and choose the language for a specific call. You’ll see a warning if you place a call outside your active hours.
Call Histories
Call Histories lists every call your agents have made. Filter by agent, status, score, duration, outcome and date, or export the list to CSV.
- Archive hides calls you’ve dealt with from the main list without deleting anything.
- Delete moves calls to Deleted, where they can be restored. Transcripts and recordings are kept for audit purposes.
A call in detail
Open any call to see:
- Call details — patient, agent, language, duration, attempts and status.
- Transcript — what the agent and the patient said. During a call, staff with permission see it live.
- Recording — listen at different speeds or download it. Every time a recording is played, it’s recorded in the audit log.
- Outcome — what the call achieved, such as confirmed, rescheduled or booked, plus the details the agent picked up (a new appointment time, the patient’s concerns).
- AI call score — see below.
- Transfer to front desk — take over a live call.
How calls are scored
After each call, Voxlera reviews the conversation and gives it a score across three areas:
| Area | What it looks at |
|---|---|
| Agent performance | Did the agent follow the script, stay professional and communicate clearly? |
| Patient sentiment | How did the patient seem to feel during the call? |
| Goal completion | Did the call achieve what it was for — a confirmation, a booking? |
Every call is also checked against the same quality criteria, each marked as met, not met or unknown: goal achieved, identity verified, professional conduct, clear communication and next step confirmed. These appear under Post-call analysis.
Use scores to spot calls to listen to, and to see whether changes to your templates or voices are helping. The Call quality card on the overview tracks the average over time.
Calls that were blocked
A call marked Blocked — processing restricted was stopped because the patient has asked for their data processing to be restricted. See Privacy and KVKK.