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Overview

Use the Calls report to review AI phone call volume, conversation quality, call outcomes, extracted structured data, and the tickets created from calls. Open Reports > Calls in the Shasta provider portal, or go directly to app.shasta.health/provider/reports/calls.

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Choosing a date range

The Calls report uses the date range picker in the upper-right corner.
  1. Click the date range button.
  2. Select a start and end date.
  3. Use the left and right arrow buttons to move the current range backward or forward by the same amount of time.
The report updates automatically when the date range changes.

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What you see

  • Reported Calls: successful conversations included in the report, with the raw call count shown underneath.
  • Call Time: total call time, average duration per call, and active calling hours.
  • Custom metrics: customer-specific metrics, if your site has them configured.
  • Call Ended Reason: a breakdown of why calls ended.
  • Call Direction: inbound and outbound call volume.
  • Structured output charts: charts based on the structured fields your AI is configured to extract from calls.
  • Call Score: a quality summary when your call configuration includes call scoring fields.
  • Call Details: a table of individual calls.

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Filtering calls

Use the filters above the metrics to narrow the report.
  • Ended Reason filters calls by how the call ended.
  • Call Direction filters inbound or outbound calls. The default view starts with inbound calls.
  • Output Fields filters calls by structured data extracted from the conversation.
  • Tool Calls filters calls by actions the AI attempted or completed during the conversation.
Click Reset to clear active filters.

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Using tool calls to find specific call workflows

A tool call is an action the AI takes during a call, such as starting an appointment cancellation or beginning evaluation appointment scheduling. Tool calls are useful because they let you filter for calls where a specific workflow happened, even if the caller used different words during the conversation. For example:
  • To review all appointment cancellations in a month, set the date range to that month and filter Tool Calls for start-cancel-appointment-on-prompt.
  • To review calls where the AI started evaluation appointment scheduling, set the date range and filter Tool Calls for start-evaluation-appointment-scheduling.
After applying a tool call filter, use Call Details to open individual calls and review the recording, transcript, structured data, and linked ticket.

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Understanding call score

The Call Score card appears when your call setup extracts these structured fields:
  • Task Success: whether the AI completed the caller’s goal, partially completed it, or failed to complete it.
  • Helpfulness: a 1-5 rating for how helpful the AI was during the call.
  • Sentiment: whether the caller sentiment was positive, neutral, or negative.
Shasta combines those fields into a 1-5 call score. The card shows the percentage of calls with positive ratings, where scores of 4 or 5 count as positive. Click Breakdown on the Call Score card to see how calls were distributed across the underlying fields: task success, helpfulness, and sentiment. This helps you tell whether a lower score is coming from unresolved tasks, lower helpfulness ratings, negative sentiment, or a mix of factors.

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Reviewing an individual call

Click a row in Call Details to open the call detail panel. The detail panel can include:
  • Call Information: direction, duration, ended reason, and whether the call was a successful conversation.
  • View Ticket: a link to the related ticket, when the call created or is associated with one.
  • Listen to Recording: a playback option when a recording is available.
  • Structured Data: extracted values from the call, such as outcomes or other configured fields.
  • Transcript: the conversation transcript, when available.

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Audit inbound phone calls

  1. Open Reports > Calls.
  2. Set the date range you want to review.
  3. Keep Call Direction set to Inbound, or clear it to include all directions.
  4. Use Ended Reason to find calls that ended unexpectedly.
  5. Click call rows to review the recording, transcript, structured data, and linked ticket.

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Compare call outcomes

  1. Open Reports > Calls.
  2. Use Output Fields to filter by the outcomes your AI extracts.
  3. Review the structured output charts to see how often each outcome appears.
  4. Open individual calls from Call Details when you need the transcript or recording behind a result.

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Review call quality

  1. Open Reports > Calls.
  2. Set the date range you want to review.
  3. Review the Call Score percentage to see the share of positive calls.
  4. Open Breakdown to compare task success, helpfulness, and sentiment.
  5. Open individual calls from Call Details to review recordings and transcripts behind low or unexpected scores.

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Find calls for a specific workflow

  1. Open Reports > Calls.
  2. Set the date range you want to review.
  3. Open Tool Calls.
  4. Select the workflow you want to review, such as start-cancel-appointment-on-prompt for cancellations or start-evaluation-appointment-scheduling for evaluation scheduling.
  5. Open matching calls from Call Details to review what happened.