This guide is your resource for viewing and understanding all of your Charlie AI data in ALOHA®. You'll learn how to navigate the dashboard for visual trends and use the log to review individual patient interactions.
✨ When You Need This Guide
Use this guide if you're wondering:
"Where's the call dashboard in ALOHA?"
"How many calls has Charlie handled?"
"Can I track scheduled and rescheduled appointments by Charlie?"
"Can I listen to voicemails or see transcripts?"
"Is there a way to filter calls by patient type or status?"
"How do I check if Charlie answered a call?"
What This Covers (And What It Doesn't)
✅ This article covers: Navigating both the visual Charlie AI Dashboard for performance metrics and the detailed Charlie AI Log for reviewing individual patient summaries and recordings.
❌ This article does not cover: The step-by-step process for enabling and customizing Charlie AI features or connecting your office phone line to Charlie.
Prerequisites/You'll Need
Access to your ALOHA account.
✅ Part 1: How to Use the Charlie AI Dashboard 🧭
The Dashboard gives you a visual overview of Charlie's performance.
Click on "Dashboard": Then, click on the Charlie AI tab.
Choose a Time Frame: Click the dates on the top right to type or select your reporting period.
Check the Activity Bar Graph: Under the "Activities" section, you'll see a graph showing total calls and call types (new vs. existing patients, scheduling vs. rescheduling). Hover over a bar to view the exact call counts.
Review Call Results: See exact figures for scheduled appointments, handled vs. missed calls, busiest times, and average call length.
Understand Call Reasons: At the bottom, see a breakdown of why patients called, sorted by reason.
✅ Viewing and Filtering Your Log
The Charlie AI Log provides the detailed history for every interaction.
Open Reports: From your main dashboard, look at the left-hand sidebar and click on Reports.
Use Filters to Narrow Your View: Use the filters to drill down into specific data:
Date: Use the date selector in the top right corner to set a specific date range for the logs you want to see.
Result: Use this to see if the interaction led to an appointment-related update, a question answered, or if the caller was transferred.
Source: Drill down into how Charlie interacted with your clients by choosing Voice, Texting, or Webchat.
Type: Filter by whether the interaction was with a New contact or an Existing contact already in your system.
Topics: Use the Select topics box to find conversations about specific subjects like Appointments, Billing, Voicemail, or General Inquiries.
Search: Use the Name/Phone search box to quickly find specific calls or messages by searching for a client's name or phone number.
Click any Row for Details: Click on a specific interaction to listen to the recording or view a summary and transcript of the conversation.
💡 Common Scenarios & Solutions
What You Might Notice | Why It's Happening | What to Do |
I can't find a specific day’s calls in the Call Log. | The date range may not be set correctly. | Click the dates and select the right timeframe. |
I want to hear what the patient said. | The audio recording is stored within the call details. | Click the on the call's row in the Log to replay the recording or read the summary/transcript. |
My Dashboard graph shows no data. | You need to confirm the selected time frame. | Try adjusting the calendar range to ensure data exists for that period. |
Too many calls are showing in the Call Log. | You can narrow the view to specific interactions. | Adjust filters at the top to refine your dashboard view, sorting by source, result, type or topics. |
🎉 You’ll Know It Worked When:
You can see colorful bar graphs and line trends for calls in the Dashboard.
You can instantly filter the log by your desired drill-down criteria.
You’re able to click into calls and see the call summaries, voicemails, and transcripts.
💬 Need Help? We’re Here!
Questions about what you're seeing or not seeing? Our support team is always happy to walk you through your Charlie dashboard or call log.
Phone: 800-563-0469 Email: support@getaloha.com