Accessing Call Logs
The Call Log is located within your ProLine account and is a central hub for reviewing recorded calls within your ProLine account. What you see here depends on your user role and permission level:
How it Works:
Open the Call Log - left side of ProLine, the phone icon listed "Calls." It will have a dropdown menu opening with:
"My Calls."
Other options: Users (additional sidebar dropdown to the right)
AI Agent (on the Best plan)
Once selected, you'll see all the call records available to that user.
Default Access
Users with Restricted permissions will only see their calls.
Admins and Account Owners have broader visibility and can view call logs from other users by selecting them from the user dropdown.
If unsure about your role, check with your ProLine admin to confirm your permission level.
Better and Best Plans
The Better and Best plans are going to be slightly different when it comes to call logs and this is due to having a few more options available, compared to the Good plan. These differences include:
Transcripts: will transcribe the caller and the contacts
AI Call Analysis:
Summaries: Will generate a summary of the call for users to refer to, rather than listening to the whole call.
Scores: Will rate your call Manual calls (made by users)
Important Note: Within the “Phone” tab in company settings, you have the ability to establish the call scoring prompt and how AI should be rating the calls as well as set the call summary prompt. Refer to the image below.
Best Practices
Regularly review your call logs for coaching and improvement.
Use filters or user selection to drill down into team performance.
Coordinate with your admin team to ensure managers or supervisors have proper access.