Whether the are calls from the AI Voice Agent, or calls coming from your integrated VOIP, all inbound calls coming through the LOIS Voice Agents app are collected. You can view their transcripts, recording, and other details.
This information can be sent to Lead Docket, and from Lead Docket, it can be pushed to Filevine along with other lead information. Learn more about Voice Agents in Lead Docket.
Voice Agents App
In the Voice Agents app, you can see a summary and overview information about your inbound calls in the Usage Dashboard section, and a log of each call, with recording, transcript, and details, in the Call Log section.
Usage Dashboard
In the Usage Dashboard section, view an overview of inbound call information and AI voice agent results. Click the time frame dropdown to select a different time frame. You can view:
- number of total inbound calls over the selected time frame
- total time, in minutes, of inbound call in the selected time frame
- AI containment rate, which is the percentage of calls handled by the AI that it resolved without a human transfer
- the average time, in minutes, of an AI voice agent call
- volume of inbound calls over weeks or months, depending on the selected time frame
- a breakdown of the results for all AI voice agent calls: call complete, schedule appointment, transferred, escalated, or caller hung up. Each result is also included in a call’s details in the call log.
Click Export to export the information to a .csv file, filtered for the selected timeframe.
Call Logs
In the Call Logs section, find a log of every call logged through this system. This list can be searched by phone number or source, and filtered by time frame, source, and call result.
Each call in the list includes:
- external number: the number of the caller
- firm number: which of your numbers received the call
- call source: whether the call is through the voice agent, or an integration like CallRail
- duration
- date and time
- result: the result of the call—whether the call was simply completed, an appointment was scheduled, or the call was transferred, escalated, or hung up
Tip
You can adjust the column widths, reorder the columns, and click a column header to sort by that column. These adjustments do not persist if you refresh or navigate away.
Click on a call in this list to view more details from that call, including:
- AI summary: items like caller info, incident details, and next steps, depending on the call
- call sentiment: the overall general sentiment of the call—positive leaning, for example
- AI agent: the agent that handled the call
In the Transcript tab of this flyout, view or listen to the full transcript, which can be searched and exported from here.
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