Phone Calls

Phone Calls

In this article, we’ll walk through the Phone Calls section located under the Communication tab and explain how to review call analytics, analyze recordings, and configure call settings.

The Key Steps

1. Navigate to Phone Calls

Click the Communication tab in the left-hand navigation menu.
Click Phone Calls.

You will land on the Overview section.

2. Review Call Overview & Analytics

In the Overview tab, you can view:

  • Total Calls
  • Answer Rate
  • Average Answer Rate
  • Total Talk Time
  • Inbound Calls
  • Outbound Calls
  • Missed Calls
  • Peak Call Hours
  • Call Volume Trends

You will also see:

  • Call Outcome
  • Disposition Breakdown
    • Scheduled Trials
    • AI Answered Calls
    • Categorized outcomes

This gives you a high-level view of your phone performance and team efficiency.

3. View Individual Call Logs

Click into the Calls tab to see a detailed list of every call.

For each call, you can view:

  • Direction (Inbound or Outbound)
  • Call Status
  • Disposition
  • Whether AI answered
  • Call Duration

Click on any individual call to open its details.

4. Analyze Calls with AI

Inside a specific call record, you can:

  • Click Analyze Call
  • Generate an AI transcript
  • Listen to the call recording

You will also see:

  • AI-generated Call Summary
  • What Went Well
  • Areas for Improvement
  • Overall Score
  • Category Breakdown

This helps you review staff performance and improve call handling.

5. Review Voicemails & Call Status

If a call resulted in a voicemail:

  • You can view and analyze the voicemail
  • Categorize outcomes
  • Review direction and disposition

This ensures no missed opportunities are overlooked.

6. Configure Phone Call Settings

Click into the Settings tab within Phone Calls.

Here you can configure:

Call Recording

  • Enable or disable call recording
  • Automatically notify callers if recording is required (mandatory in certain states)

Call Routing & Voice Settings

  • Configure incoming call routing
  • Add voice prompts
  • Set ring duration before AI answers

For example:

  • If no one answers within 20–25 seconds, AI can automatically pick up.

AI Call Answering

You can choose:

  • Immediate AI answering
  • AI as a backup after no answer
  • Select which AI Assistant handles calls
  • Customize the AI Opening Message

SMS Follow-Up Automation

Automatically send SMS messages:

  • After a completed outbound call
  • After a missed call

This ensures follow-up communication happens consistently.

Voicemail Settings

You can:

  • Upload or record a custom voicemail greeting
  • Configure what happens when calls go to voicemail

The Phone Calls section provides full visibility into your communication performance, AI call handling, and team call quality.

If you have any questions about the Phone Calls feature, please reach out to the Market Muscles Support Team.