Call logging is the systematic recording of call metadata, events, and outcomes for operational and compliance purposes. Logs capture information about each interaction including timestamps, duration, participants, actions taken, and results.
What do call logs include?
Comprehensive logs record call start and end times, caller identification, routing decisions, agent actions, system events, error conditions, and disposition codes. For AI voice agents, logs also include transcripts, intent classifications, and confidence scores.
Why does call logging matter?
Logs provide accountability and enable troubleshooting. When something goes wrong, logs reveal what happened. For compliance purposes, logs demonstrate that required disclosures were made and proper procedures followed. Analytics systems depend on log data to calculate metrics and identify trends.
Call logging in practice
A financial services firm requires complete audit trails for regulatory compliance. Their AI voice agent logs every interaction, including what information was provided, what actions were authorized, and caller confirmations. When auditors request records, the firm can produce detailed documentation of any call within seconds.