> ## Documentation Index
> Fetch the complete documentation index at: https://docs.voxhealth.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Calls

> Every call, with recording, transcript, summary, and outcome.

Every call the agent takes is recorded, transcribed, summarized, and filed here within a minute or two of hanging up.

**Front Desk → Calls.**

## The list

Filter by day (Today, Yesterday, a range), search by phone number, by patient MRN, or **inside the transcripts**. Full-text search across what was actually said is the fastest way to find a call you only half remember.

Calls are marked with their outcome, so you can jump straight to, for example, everything the agent booked.

## A call record

<AccordionGroup>
  <Accordion title="Recording and transcript">
    Play the audio, or read the transcript with both sides labelled. Search within it.
  </Accordion>

  <Accordion title="Summary">
    A few sentences: who called, what they wanted, what happened. This is what you read when reviewing a day of calls. The transcript is for when the summary is not enough.
  </Accordion>

  <Accordion title="Outcome">
    What the call resulted in: an appointment booked, cancelled, or confirmed, a message taken, a transfer, or nothing.
  </Accordion>

  <Accordion title="Patient">
    The matched chart, if the caller was identified. Unmatched calls show the number.
  </Accordion>

  <Accordion title="Follow-up">
    Whether the call left something for a person, who owns it, and whether it is done. See [Follow-ups](/front-desk/follow-ups).
  </Accordion>
</AccordionGroup>

You can copy the summary or the patient's MRN straight from the list, which is what most staff are doing when they open a call at all.

## Reviewing calls well

Reviewing calls is how the agent gets better, and the useful review is not "listen to everything".

<Steps>
  <Step title="Read summaries, not transcripts">
    A day of summaries takes ten minutes. Open the transcript only when a summary reads wrong.
  </Step>

  <Step title="Look at transfers first">
    Every transfer is a question the agent could not answer. Cluster them: two or three questions usually explain most of the volume, and they belong in the [knowledge base](/agents/knowledge-base).
  </Step>

  <Step title="Then look at calls with no outcome">
    A caller who got nothing is either a wrong number or a gap. The second kind is worth finding.
  </Step>

  <Step title="Spot-check the bookings">
    Open two or three booked appointments in your PMS and check the provider, operatory, and duration are what you would have picked.
  </Step>
</Steps>

<Note>
  Call recordings and transcripts contain patient information. They are covered by the same access rules as the rest of the app. See [Patient privacy](/security/patient-privacy).
</Note>

## Related

* [Reports](/reports/overview): Daily Calls and Call Trends, for volume over time