Overview

The Calls section is the central log of every phone interaction your practice has – answered calls, outbound calls, missed calls, and voicemails. From here you can filter call activity, review AI call analysis, and track how well your team is handling patient conversations and missed-call recovery.

The Calls module is split into two main views:

• All Calls – complete log of all inbound, outbound, missed calls and voicemails.
• Missed Calls – a dedicated view that focuses on unique missed numbers and how effectively your team is returning and converting them.

Start the Guided Walkthrough (recommended)

🎥 Watch this guide > Learn how to explore your Calls Dashboard step-by-step in our interactive walkthrough. ▶ Watch: Calls Walkthrough

All Calls

The All Calls tab lists every call that touched your practice phone system – including answered calls, outbound calls, missed calls, and voicemails. The chart at the top (Call Volume Breakdown) lets you see call trends over time and can be sliced by several dimensions, such as source or call type.

Call Volume Breakdown – common filter options

• Source: Breaks calls down by marketing source (e.g., Google Ads, Facebook, Direct).
• Patient Type: New, Existing, or Non-patient (N/A).
• Call Type: Scheduling, Rescheduling, Confirmations, Emergency, Recare, Clinical, Billing, Insurance, Verifications, Product Order, Vendor, Others, Incomplete.
• Outcome: Booked, Not Booked, Resolved, Not Resolved, Cancelled.
• User: Staff member who spoke on the call (based on voice print).
• Call Direction: Inbound vs Outbound.
• Phone Number: Landline vs tracking number that received the call.
• Sentiment: Happy, Neutral, or Unhappy caller sentiment.
  

This view is ideal for high-level questions such as “When are we busiest?”, “Which sources drive the most calls?”, or “Are certain call types growing over time?”.

Drilling into a call: Summary, Transcript, Scorecard, Tasks

From either the All Calls or Missed Calls tab, you can click into any row to open the full Call Details panel. This is where Adit AI surfaces all call-level information for review and coaching.

How to open call details

• In the Actions column, click the Play icon to open the Call Details screen for that call.

What you see in Call Details

• Audio Player: Listen to the call recording with playback controls.
• Summary tab: Short AI-generated summary plus key analysis tags (Patient Type, Call Type, Outcome, Sentiment, Reason for Visit, Reason for Not Booking, Revenue Potential).
• Transcript tab: Full, time-stamped call transcript for quick reading or keyword search.
• Scorecard tab: If the call was scored, view each coaching question (Introduction, Rapport, Empathy, etc.) with Yes/No and AI comments.
• Tasks section: Any auto-created or manual tasks linked to this call, with status.
• Tags and Notes: Internal tags and free-text notes for additional context.

This view is used by managers for QA and coaching, and by staff for quick context before following up with a patient.

Missed Calls

The Missed Calls tab focuses on unique phone numbers that your team missed and how well those calls were recovered. Instead of listing every single missed call, it tracks each number once and follows its journey until someone connects with the caller.

Top KPIs

• Unique Missed Calls: Count of unique numbers that resulted in at least one missed call during the period.
• Missed Calls yet to be Returned: Unique numbers that have not yet received any callback attempt and have not called back and been answered.
• Missed Calls yet to be Connected: Numbers where the team has tried to call back but has not successfully spoken to the caller.
• Scheduling Opportunities Generated: Returned missed calls that turned into appointment opportunities.
• Appointments Booked: Appointments successfully booked from returned missed calls.

This view is designed to answer questions like “How many missed calls still need attention?” and “Are we successfully converting returned missed calls into bookings?”.

For a deeper explanation of each KPI and common workflows, see the Missed Call Recovery Overview guide (link to be added).

Missed Calls table – key columns and recovery logic

The Missed Call table tracks one row per unique phone number so you can see, at a glance, whether a missed caller has been: not yet contacted, attempted but not connected, or fully connected and handled.

Common columns

• Caller: Name and phone number of the missed caller.
• Time: Timestamp of the most recent missed call from this number.
• Location: Location that received the missed call.
• Source: Marketing source tied to the tracking number.
• Duration: Length of the missed call attempt (often 0–1s).
• # Missed Calls: How many missed calls came from this number.
• Returned? Yes/No – whether your team has attempted to call back or the caller has called again and been answered.
• Returned Time / Previous Returned Time: When the latest and previous return attempts were made.
• # Attempts: Number of outbound return attempts.
• Connected? Yes/No/N/A – whether your team has successfully spoken to the caller.
• Connected Time / Previous Connected Time: When the latest and previous successful contacts occurred.
• User: Staff member who handled the connected call.
• Call Type, Outcome, Sentiment, Reason for Visit, Reason for Not Booking, Revenue Potential: AI analysis for the recovered call, if and when it connected.

High-level missed-call recovery logic

• A new row is created the first time a number is missed and there is no existing open record where the caller has already been connected.
• If additional missed calls come from the same number and the caller is still not connected, the same row is updated (time and missed-count increase).
• When your team calls back and the caller answers – or the caller calls again and the call is answered – the record is marked as Returned = Yes and Connected = Yes, and AI analysis fields (Call Type, Outcome, Sentiment, etc.) are updated from that successful call.
• If your team calls back but does not reach the caller (no answer, voicemail, etc.), the record is marked Returned = Yes but Connected = No, and the attempt count is updated.
• Once a record is marked as Connected = Yes, that row becomes the final history for that missed number. Any future new missed call from the same number will create a new row.
• Even if you reach voicemail, it is still treated as Not Connected – the goal is to track live conversations with patients.

This structure allows practices to quickly see which missed callers still need action, how persistent the team has been with callbacks, and which recoveries turned into opportunities or bookings.

To know more about the full recovery logic and common edge cases, see the Missed Calls Logic Deep Dive guide (link to be added).

Viewing an individual missed-call record

Just like the All Calls view, any row in the Missed Calls table can be opened to see full AI analysis for the recovered call. This uses the same Call Details panel with Summary, Transcript, Scorecard, and Tasks tabs.

What you can review

• How quickly the team returned the missed call.
• Whether the follow-up resolved the patient’s issue or resulted in a booking.
• AI-generated summary, transcript, and scorecard for coaching and QA.
• Any tasks created from that recovery call (e.g., confirmation, insurance check).

This helps managers audit not only if missed calls were returned, but also how well they were handled when the team finally spoke with the patient.