Live Monitoring

Live Monitoring gives you a real-time view of all calls currently in progress across your agency. Access it from the sidebar under Calls → Live Monitoring.

Active Calls List

The main view shows a list of all calls that are currently active. For each call, you can see:

• Agent — Which AI agent is handling the call
• Caller — The phone number of the person on the call
• Duration — A live timer showing how long the call has been running
• Status — The current state of the call (e.g., connected, ringing)

The list updates automatically as new calls come in and existing calls end. No manual refresh is needed.

Live Transcript

Click on any active call to open its live transcript view. As the conversation unfolds, you can read the transcript in real time:

• Each speaker turn appears as it happens
• The AI agent and caller are clearly labeled
• The transcript scrolls automatically to show the latest exchanges

This gives you immediate insight into how the conversation is progressing without needing to listen in on the audio.

Use Cases

Quality Assurance

Monitor how your agents handle real conversations to identify areas for improvement. If an agent is not responding well to certain types of questions, you can adjust its prompt or knowledge base afterward.

Training and Onboarding

When setting up a new agent or onboarding a new client, use live monitoring to verify the agent performs correctly during its first real calls. This is especially useful right after deployment to catch any issues early.

Compliance Monitoring

For industries with regulatory requirements (healthcare, finance, legal), live monitoring lets you verify that agents are following required scripts, providing mandated disclosures, and handling sensitive information appropriately.

Important Notes

• Live monitoring shows only calls that are currently active. Once a call ends, it moves to Call History.
• The live transcript is view-only. You cannot intervene in or take over an active call.
• Transcript updates depend on the voice provider’s streaming capabilities. There may be a slight delay of a few seconds between spoken words and their appearance in the transcript.