# Voice AI Agent Logs and Call Details > Learn how to use Voice AI Agent Logs in GHL Customer Care to review calls, inspect execution timelines, trace transfers, check latency, and debug failures quickly. - Source: https://docs.ghlcustomercare.com/docs/ai-employee/voice-ai/voice-ai-agent-logs-and-call-details - Section: AI Employee / Voice AI - Reading time: 5 min - Images: 8, each explained below --- Voice AI Agent Logs help you review individual Voice AI calls and test interactions in detail. Use logs to inspect transcripts, recordings, execution timelines, triggered actions, latency, input and output data, and errors. This helps teams troubleshoot issues, understand agent behavior, and improve Voice AI performance in GHL Customer Care. --- **TABLE OF CONTENTS** - [What are Voice AI Agent Logs?](#what-are-voice-ai-agent-logs) - [Key Benefits of Voice AI Agent Logs](#key-benefits-of-voice-ai-agent-logs) - [When To Use Voice AI Agent Logs](#when-to-use-voice-ai-agent-logs) - [How To Navigate and Use Agent Logs](#how-to-navigate-and-use-agent-logs) - [Access Agent Logs](#access-agent-logs) - [Review the Logs Table](#review-the-logs-table) - [Locate and Select a Log](#locate-and-select-a-log) - [Open Detailed Log View](#open-detailed-log-view) - [Analyze the Conversation](#analyze-the-conversation) - [Trace Execution Timeline](#trace-execution-timeline) - [Inspect Input & Output Data](#inspect-input-and-output-data) - [Review Technical Details](#review-technical-details) - [Frequently Asked Questions](#frequently-asked-questions) - [Related Articles](#related-articles) --- ## **What are Voice AI Agent Logs?** Voice AI Agent Logs are detailed records of individual Voice AI interactions in GHL Customer Care. Each log helps you understand what happened during a call or test interaction, including what the caller said, how the agent responded, which actions ran, and where an issue may have occurred. Agent Logs are different from dashboard metrics. **Dashboard metrics** help you monitor overall trends, performance, call volume, sentiment, and triggered actions. **Agent Logs** help you investigate a specific interaction step by step. --- ## **Key Benefits of Voice AI Agent Logs** Agent Logs give teams the visibility needed to review call quality, debug issues, and improve agent behavior. Instead of guessing why an interaction succeeded or failed, users can inspect the exact conversation and event details behind the call. - **Conversation visibility:** See full interactions between users and the AI - **Execution tracking:** Follow each step with precise timestamps - **Transfer insights:** Identify how and when agent handoffs occur - **Latency analysis:** Detect slow steps in conversations - **Data inspection:** View raw and formatted input/output data - **Failure detection:** Quickly identify where issues occurred --- ## **When To Use Voice AI Agent Logs** Agent Logs are most useful when you need to understand a specific Voice AI interaction, not just overall performance trends. Reviewing logs after calls and tests helps teams identify what worked, what failed, and what should be improved before sending more callers to the agent. Use Voice AI Agent Logs to: - Review a specific customer call. - Review a Web Call or Phone Call test. - Troubleshoot failed or incomplete interactions. - Understand why the agent responded a certain way. - Check whether a tool, action, transfer, or trigger ran correctly. - Investigate delays, latency, or slow responses. - Review transcripts and recordings for quality control. - Identify prompt, flow, or configuration issues before live deployment. - Compare expected behavior against what happened during the interaction.  --- ## **How To Navigate and Use Agent Logs** ### **Access Agent Logs** ![Access Agent Logs (image 1 of 8)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155074413194/original/Ug422jbnswsS4r5WXiF4uXVserKxnwncVg.png) **Access Agent Logs (image 1 of 8)** This screenshot appears in the "Access Agent Logs" section of "Voice AI Agent Logs and Call Details". The text alongside this image reads: Review a specific customer call. Review a Web Call or Phone Call test. Troubleshoot failed or incomplete interactions. Understand why the agent responded a certain way. Check whether a tool, action, transfer, or trigger ran correctly. Investigate delays, latency, or slow responses. Review…. Immediately after, the guide continues: This image shows where to access Agent Logs from the main navigation. - What this covers: Review a specific customer call. Review a Web Call or Phone Call test. Troubleshoot failed or incomplete interactions. Understand why the agent responded a certain way. Check whether a tool, action, transfer, or trigger ran correctly. Investigate delays, latency, or slow responses. Review transcripts and recordings for quality control. Identify prompt, flow, or configuration issues before live deployment. Compare expected behavior against what happened during the interaction. - Controls: AI Agents, Agent Logs - Next: This image shows where to access Agent Logs from the main navigation. Full procedure: 1. Navigate to AI Agents 2. Click on Agent Logs in the top menu This image shows where to access Agent Logs from the main navigation. - Navigate to **AI Agents** - Click on **Agent Logs** in the top menu ### **Review the Logs Table** ![Review the Logs Table (image 2 of 8)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155074413287/original/APpNz_AuK7mr0CkHNSAbFO_mdq7v0O0hLQ.png) **Review the Logs Table (image 2 of 8)** This screenshot appears in the "Review the Logs Table" section of "Voice AI Agent Logs and Call Details". The text alongside this image reads: Navigate to AI Agents Click on Agent Logs in the top menu. This part of the guide covers 6 fields, listed below. Immediately after, the guide continues: This image highlights the columns available in the logs table. - Where to go: Navigate to AI Agents Click on Agent Logs in the top menu - Fields: Agent name, Contact name, AI product, Channel, Timestamp, Status - Next: This image highlights the columns available in the logs table. Example values (illustrative, not read from the screenshot): - Agent name: Priya Raman - Contact name: Priya Raman Full procedure: 1. Use the table to review interactions based on: 2. Use filters at the top to narrow down results This image highlights the columns available in the logs table. - Use the table to review interactions based on: - Agent name - Contact name - AI product - Channel - Timestamp - Status - Use filters at the top to narrow down results ### **Locate and Select a Log** ![Locate and Select a Log (image 3 of 8)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155074413363/original/xpt-kvs0V7hKAFaPwIdiBwQlPRHEEQoMqQ.png) **Locate and Select a Log (image 3 of 8)** This screenshot appears in the "Locate and Select a Log" section of "Voice AI Agent Logs and Call Details". The text alongside this image reads: Use the table to review interactions based on: Use filters at the top to narrow down results. This part of the guide covers 1 field, listed below. Immediately after, the guide continues: This view shows multiple interactions listed for review. - What this covers: Use the table to review interactions based on: Use filters at the top to narrow down results - Fields: Look at timestamps and status to identify relevant sessions - Next: This view shows multiple interactions listed for review. Full procedure: 1. Scroll through logs to find the interaction you want 2. Look at timestamps and status to identify relevant sessions This view shows multiple interactions listed for review. - Scroll through logs to find the interaction you want - Look at timestamps and status to identify relevant sessions ### **Open Detailed Log View** ![Open Detailed Log View (image 4 of 8)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155069652842/original/xWu1mh_TCn3TNDzIyhQiNqLl20B4k2klnA.png) **Open Detailed Log View (image 4 of 8)** This screenshot appears in the "Open Detailed Log View" section of "Voice AI Agent Logs and Call Details". The text alongside this image reads: Scroll through logs to find the interaction you want Look at timestamps and status to identify relevant sessions. Immediately after, the guide continues: This screen shows how to open a specific interaction. - What this covers: Scroll through logs to find the interaction you want Look at timestamps and status to identify relevant sessions - Controls: Agent name, action menu (three dots) → View Details - Next: This screen shows how to open a specific interaction. Full procedure: 1. Click on an Agent name OR 2. Use the action menu (three dots) → View Details This screen shows how to open a specific interaction. - Click on an **Agent name** OR - Use the **action menu (three dots) → View Details** ### **Analyze the Conversation** ![Analyze the Conversation (image 5 of 8)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155069652847/original/6khTvutj71vVPyiEjzbtlklK1PUyUACwCg.png) **Analyze the Conversation (image 5 of 8)** This screenshot appears in the "Analyze the Conversation" section of "Voice AI Agent Logs and Call Details". The text alongside this image reads: Click on an Agent name OR Use the action menu (three dots) → View Details. This part of the guide covers 3 fields, listed below. Immediately after, the guide continues: This section shows the full interaction between the AI and the user. - What to click: Click on an Agent name OR Use the action menu (three dots) → View Details - Fields: Call recording playback (if enabled), Conversation messages, Context of the interaction - Next: This section shows the full interaction between the AI and the user. This section shows the full interaction between the AI and the user. - Review: - Call recording playback (if enabled) - Conversation messages - Context of the interaction ### **Trace Execution Timeline** ![Trace Execution Timeline (image 6 of 8)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155069652851/original/D6x6N0lxaPHt1eaIbfG-o11CfASwz7k_TQ.png) **Trace Execution Timeline (image 6 of 8)** This screenshot appears in the "Trace Execution Timeline" section of "Voice AI Agent Logs and Call Details". The text alongside this image reads: This section shows the full interaction between the AI and the user. This part of the guide covers 5 fields, listed below. Immediately after, the guide continues: This panel shows step-by-step execution of the interaction. - What this covers: This section shows the full interaction between the AI and the user. - Fields: Follow events in chronological order, Identify:, Delays, Transfers, Failures - Next: This panel shows step-by-step execution of the interaction. Full procedure: 1. Follow events in chronological order 2. Identify: 3. Use timestamps to pinpoint issues This panel shows step-by-step execution of the interaction. - Follow events in chronological order - Identify: - Delays - Transfers - Failures - Use timestamps to pinpoint issues ### **Inspect Input & Output Data** ![Inspect Input & Output Data (image 7 of 8)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155069652858/original/m6O2H2q04I5_zSkx7bWaXm3s8hNNra1ygQ.png) **Inspect Input & Output Data (image 7 of 8)** This screenshot appears in the "Inspect Input & Output Data" section of "Voice AI Agent Logs and Call Details". The text alongside this image reads: Follow events in chronological order Identify: Use timestamps to pinpoint issues. This part of the guide covers 2 fields, listed below. Immediately after, the guide continues: This image shows how to switch between raw and parsed data views. - What this covers: Follow events in chronological order Identify: Use timestamps to pinpoint issues - Fields: Raw: Original system data, Parsed: Human-readable format - Next: This image shows how to switch between raw and parsed data views. Full procedure: 1. Toggle between: 2. Review what was sent and received at each step This image shows how to switch between raw and parsed data views. - Toggle between: - **Raw:** Original system data - **Parsed:** Human-readable format - Review what was sent and received at each step ### **Review Technical Details** ![Review Technical Details (image 8 of 8)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155069652867/original/AmL7ulNoS3oC05yggOlJg3CTHZljzJnqaA.png) **Review Technical Details (image 8 of 8)** This screenshot appears in the "Review Technical Details" section of "Voice AI Agent Logs and Call Details". The text alongside this image reads: Toggle between: Review what was sent and received at each step. This part of the guide covers 5 fields, listed below. Immediately after, the guide continues: This panel provides deeper insights into execution. - What to choose: Toggle between: Review what was sent and received at each step - Fields: View:, Model used, Execution type, Latency, Metadata - Next: This panel provides deeper insights into execution. Full procedure: 1. View: 2. Use this information to audit performance and debug issues This panel provides deeper insights into execution. - View: - Model used - Execution type - Latency - Metadata - Use this information to audit performance and debug issues --- ## **Frequently Asked Questions** **Q: What is the difference between Agent Logs and dashboard analytics?** Dashboard analytics show overall performance trends, call volume, sentiment, and triggered actions. Agent Logs show detailed records of individual interactions so you can review exactly what happened during a specific call or test. **Q: Do Web Call and Phone Call tests appear in Agent Logs?** Test calls may appear in logs when supported by the account and interaction type. Use call-type filters, such as Test Calls or Live Calls, if available. **Q: Do test calls affect dashboard analytics?** Test calls may appear in logs, but they are typically excluded from live dashboard analytics and performance metrics. **Q: Why is a recording missing from a log?** Recordings appear only when recording is enabled and available for the interaction. Some interaction types, settings, or phone configurations may not provide recordings. **Q: Why is the transcript missing or incomplete?** Transcripts may be incomplete if audio quality was poor, the call ended early, or processing was interrupted. Review the recording and timeline details when available. **Q: Can I see why a transfer failed?** Yes. Review the execution timeline for transfer events, failed steps, or missing conditions. Also confirm the transfer setup and prompt instructions are configured correctly. **Q: What is the execution timeline?** The execution timeline shows the sequence of events during an interaction, including agent responses, actions, delays, transfers, and errors. **Q: What is the difference between Raw and Parsed data?** Raw data shows the original technical payload. Parsed data organizes that information into a cleaner format that is easier to read. **Q: Can I export or access logs through an API?** Some Voice AI log and transcript data may be available through Voice AI Public APIs depending on the account and use case. **Q: Why can’t I see Agent Logs?** Your user may not have the required Voice AI permissions, logs may not be available for the interaction type, or the account may not have access to the feature. Ask an admin to review permissions and account access. --- ## **Related Articles** - [How to Create Voice AI Agents](https://docs.ghlcustomercare.com/docs/ai-employee/voice-ai/how-to-create-voice-ai-agents) - [How to Edit a Voice AI Agents Voice](https://docs.ghlcustomercare.com/docs/ai-employee/voice-ai/how-to-edit-a-voice-ai-agents-voice) - [Knowledge Base Integration for Voice AI Agents](https://docs.ghlcustomercare.com/docs/ai-employee/voice-ai/knowledge-base-integration-for-voice-ai-agents) - How to Use the Prompt Evaluator in Voice AI --- Documentation for GHL Customer Care. Support: support@ghlcustomercare.com