Every call and chat an agent handles is stored with its transcript, recording (if storage allows), post-call analysis, latency, cost and tool calls. The Monitor and Data sections of the dashboard sidebar are where you review them.
Review conversations#
Call historyFilter calls and open the full record with recording, transcript, analysis, latency and cost.The call objectEvery field returned for a call and when it is set.Disconnection reasonsEvery disconnection_reason value and what sets it.Chat historyText chats from the API and the widget, plus SMS conversations.ContactsContacts created from calls, CSV import, custom fields and memory.
Watch and measure#
Live monitoringListen in, take over, steer the agent or end a live call.AnalyticsThe built-in overview and custom dashboards with breakdowns.AlertingThreshold rules on call and chat metrics, sent by email or signed webhook.
Go further#
- Post-call analysis defines what is extracted from each conversation, and AI Quality Assurance scores calls in bulk.
- Webhooks push the same events to your own systems.
- Exports build CSV files of calls, chats and contacts.