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The Live Calls tab shows all currently active voice AI conversations. You can monitor ongoing calls, join as a silent listener, and view live transcription and performance metrics. Live Calls Dashboard

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Accessing Live Calls

  1. Navigate to Dashboard from the main menu
  2. Click the Live calls tab
The view refreshes automatically every 10 seconds, showing all calls currently in progress. Use the Agent Filter dropdown to show calls for a specific agent or all agents.
Only calls with status “IN_PROGRESS” appear here. Completed calls move to Call History.

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Call Cards

Each active call is displayed as a card showing:
  • Agent name: The voice agent handling the call
  • Timestamp: When the call started
  • Duration: Live counter showing elapsed time
  • Channel: Phone, Web, or WhatsApp
  • Status: “In Progress” indicator
  • Join button: Click to listen in on the call

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Joining a Call

You can join any active call as a silent listener — the caller and agent are not aware you’re listening.

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How to Join

  1. Click the Join button on a call card
  2. The call details drawer opens on the right
  3. Click Join Call in the drawer header
  4. You’re now connected and can hear both sides of the conversation

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While Listening

  • Live audio: Hear both the caller and agent in real-time
  • Live transcription: See the conversation transcribed as it happens, with speaker labels (User/Agent)
  • Performance metrics: View ASR, LLM, TTS, and latency metrics updating in real-time

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Leaving a Call

  • Click Leave Call in the drawer header, or
  • Close the drawer (X button)
The caller’s conversation continues normally after you leave.
When a call ends while you’re listening, the drawer closes automatically with a notification.

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Call Details Drawer

The drawer opens on the right side of the screen and contains detailed information about the call. Call Details Drawer - Overview Tab

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Overview

  • Session ID, status, start time, and duration
  • Channel type
  • Performance metrics (ASR, LLM, TTS, Latency) updating in real-time
Call Details Drawer - Conversation Tab

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Conversation

  • Full live transcript with speaker labels and timestamps
  • Auto-scrolls to the latest message
  • After the call ends, an audio recording becomes available with playback controls

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Outcome

Populates after the call ends:
  • AI-generated call summary
  • Sentiment analysis
  • Resolution status (Resolved / Escalated)

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Auto-Refresh

The call list refreshes every 10 seconds automatically. Auto-refresh pauses when you open a call details drawer and resumes when you close it.

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Troubleshooting

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No Calls Showing

  • Check the agent filter — it may be set to an agent with no active calls
  • Calls older than 10 minutes are no longer shown
  • Verify calls are actually being made to your agents

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Can’t Join or Hear Audio

  • Ensure your browser allows microphone/audio permissions for the site
  • Check your system volume and audio output device
  • Use a recent version of Chrome, Firefox, or Edge
  • Verify your network doesn’t block WebRTC connections
If issues persist, try leaving and rejoining, or refresh the page.

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Transcription Not Appearing

Live transcription typically appears 2-3 seconds after speech. If nothing appears:
  • Wait a few seconds after joining — connection may still be establishing
  • Check that someone is actually speaking
  • Close and reopen the drawer

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Privacy Note

You join calls as a silent listener — the caller is not notified. Ensure your use of call monitoring complies with applicable laws and your company’s privacy policies. Consider including a monitoring disclosure in your agent’s greeting.

Dashboard Overview

View overall system metrics and statistics

Call History

Search and review completed call recordings

Performance Metrics

Analyze detailed performance data

Satisfaction

Track customer satisfaction and sentiment