Call reporting

Individual Call Reporting provides a structured record for each call handled by an Althea Voice Agent (inbound, outbound, test, campaign). You can export call records as a CSV for reporting, QA, compliance, and analytics workflows. This page explains:

What data is captured per call
How to interpret exported CSV or JSON files
The meaning of each analytics field
How teams typically use call reporting data

What Is Individual Call Reporting?

Every inbound, outbound, test, or campaign call produces a call record containing:

Metadata (IDs, timestamps, duration, direction, type)
Outcomes and analytics extracted from the conversation
Summaries and transcript content

These records are visible in the UI under Call History and can be exported as CSV for external analysis.

CSV export format

You can export individual calls or batches of calls as a CSV file.

One row = one call
One column = one field
Timestamps are exported in ISO 8601 (UTC, with Z) unless otherwise noted.

The export is designed to support:

Operational monitoring
Clinical review
Compliance audits
BI dashboards
QA and model evaluation

Field reference

The table below documents columns in the individual call CSV export.

Legend

Type is the data type as exported in CSV (string/number/boolean/date/time).

Enum lists all allowed values (where applicable).

Fields marked Analytics are derived from the call transcript using the call analytics schema.

Call metadata fields

Field	Type	Enum (all options)	Description
`call_id`	`string`	—	Unique identifier for the call record (primary key). Example: `call-uva-a75a7b1f`.
`org_id`	`string`	—	Organization ID (tenant identifier).
`org_name`	`string`	—	Organization display name. Example: `Althea Health`.
`patient_id`	`string`	—	Patient identifier in your tenant (may be internal or external).
`patient_name`	`string`	—	Patient display name captured at export time.
`patient_dob`	`string (date)`	—	Patient date of birth in `YYYY-MM-DD` format.
`campaign_id`	`string`	—	Campaign identifier when the call is campaign-driven; may also represent an inbound routing or channel identifier depending on your setup.
`campaign_name`	`string`	—	Campaign display name. For test calls, may reflect “Test Call”.
`workflow_id`	`string`	—	Workflow identifier used to run the call flow.
`workflow_name`	`string`	—	Workflow display name.
`status`	`string`	`completed`, `initiated`, `ringing`, `in-progress`, `failed`, `no_answer`, `n/a`	Call status in the reporting layer. (Shown in the Call History UI.)
`type`	`string`	`test`, `campaign`, `single`	Call type category. (Matches Call History tabs.)
`direction`	`string`	`inbound`, `outbound`	Whether the call was inbound (patient called in) or outbound (agent placed the call).
`duration_seconds`	`number`	—	Call duration in seconds (from call start to end).
`created_at`	`string (datetime)`	—	When the call record was created in the system (ISO 8601).
`updated_at`	`string (datetime)`	—	When the call record was last updated (ISO 8601).

Summary & transcript fields

Field	Type	Enum (all options)	Description
`summary`	`string`	—	Long-form call summary (typically 3–5 paragraphs). This corresponds to the extensive call summary concept in the analytics schema.
`short_summary`	`string`	—	One-sentence summary for tables and quick review (15–25 words). This corresponds to the brief call summary concept in the analytics schema.
`transcript`	`string`	—	Full transcript for the call, usually including role labels like `User:` and `Agent:`.

Analytics and outcome fields

The following fields are derived analytics signals extracted from the transcript. Types and enums below are defined by your call analytics schema.

Routing, safety, and escalation

Field	Type	Enum (all options)	Description
`call_answered_by`	`string`	`human`, `voicemail`, `answering_machine`, `unclear`	Who/what answered the call, inferred from transcript patterns (interactive conversation vs voicemail greeting vs generic automated response).
`call_purpose`	`string`	`post_discharge_followup`, `medication_reminder`, `appointment_reminder`, `health_check_in`, `symptom_monitoring`, `patient_education`, `satisfaction_survey`, `care_coordination`, `test_results_discussion`, `general_inquiry`, `complaint_resolution`, `other`	Primary purpose classification for the call based on content.
`call_authenticated`	`boolean`	—	Whether the caller was successfully authenticated/verified as the patient. Nullable in schema; may appear blank when not applicable or not performed.
`call_transferred`	`boolean`	—	Whether the call was transferred/forwarded to a human agent or another destination. Nullable in schema.
`call_escalated`	`boolean`	—	Whether the caller requested escalation to a human agent. Nullable in schema.
`urgent_follow_up_required`	`boolean`	—	Whether the call suggests urgent follow-up within 24–48 hours (clinical concern, worsening symptoms, critical issue). Nullable in schema.
`do_not_call_again`	`boolean`	—	Whether the caller explicitly requests no future contact. Nullable in schema.

Callback and scheduling analytics

Field	Type	Enum (all options)	Description
`call_back_requested`	`boolean`	—	Whether the caller asked for a callback (explicitly). Nullable in schema.
`preferred_callback_date`	`string (date)`	—	Specific requested callback date in `YYYY-MM-DD`, if specified. Nullable in schema.
`preferred_callback_time`	`string (time)`	—	Specific requested callback time in `HH:MM` (24-hour), if specified. Nullable in schema.
`callback_timeframe`	`string`	`today`, `tomorrow`, `this_week`, `next_week`, `this_month`, `next_month`, `in_2_weeks`, `in_3_weeks`, `specific_date`, `unspecified`	Generalized timeframe when the user requests a callback but doesn’t give a precise date/time. Use `specific_date` if an exact date was provided; `unspecified` if callback requested but no timeframe. Nullable in schema.

Sentiment and satisfaction analytics

Field	Type	Enum (all options)	Description
`sentiment`	`string`	`very_positive`, `positive`, `neutral`, `negative`, `very_negative`, `mixed`	Overall emotional sentiment of the caller during the interaction.
`caller_satisfaction`	`string`	`very_satisfied`, `satisfied`, `neutral`, `dissatisfied`, `very_dissatisfied`, `unclear`	Satisfaction with the interaction/outcome (distinct from sentiment; focuses on service experience).

Why these differ

Sentiment reflects emotion
Satisfaction reflects service perception

Notes on blanks / nulls in CSV

Some analytics fields are nullable in the schema and may export as blank values in CSV. Common reasons:

The topic was not discussed (e.g., no callback requested)
The feature was not enabled (e.g., authentication off)
The transcript did not contain enough signal to extract confidently

How teams use call reporting

Ops / QA

Filter by status, type, direction
Track answer outcomes with call_answered_by
Spot escalation rate using call_escalated and call_transferred

Clinical / Care teams

Use short_summary for fast triage
Use summary for deeper review
Route calls where urgent_follow_up_required = true to human queues

Analytics / BI

Aggregate by campaign_id, workflow_id, and call_purpose
Trend sentiment/satisfaction over time and by workflow
Measure callback demand and preferred timeframes

Best Practices

Treat call analytics as decision-support, not clinical judgment
Use extensive_call_summary for review, not raw transcripts
Always honor do_not_call_again
Route urgent_follow_up_required signals to humans promptly
Combine CSV exports with campaign-level analytics for context

Getting Started

Voice Agents

Scribe Agents

Copilot Agents

Tools

Examples & Templates

Developer Guides

What Is Individual Call Reporting?

CSV export format

Field reference

Call metadata fields

Summary & transcript fields

Analytics and outcome fields

Routing, safety, and escalation

Callback and scheduling analytics

Sentiment and satisfaction analytics

Notes on blanks / nulls in CSV

How teams use call reporting

Ops / QA

Clinical / Care teams

Analytics / BI

Best Practices

​What Is Individual Call Reporting?

​CSV export format

​Field reference

​Call metadata fields

​Summary & transcript fields

​Analytics and outcome fields

​Routing, safety, and escalation

​Callback and scheduling analytics

​Sentiment and satisfaction analytics

​Notes on blanks / nulls in CSV

​How teams use call reporting

​Ops / QA

​Clinical / Care teams

​Analytics / BI

​Best Practices

​Related pages

What Is Individual Call Reporting?

CSV export format

Field reference

Call metadata fields

Summary & transcript fields

Analytics and outcome fields

Routing, safety, and escalation

Callback and scheduling analytics

Sentiment and satisfaction analytics

Notes on blanks / nulls in CSV

How teams use call reporting

Ops / QA

Clinical / Care teams

Analytics / BI

Best Practices

Related pages