Build & manage
Analytics & call history
See how your agents are performing and how callers feel — then drill into any single call to read the transcript or hear the recording.
Analytics dashboard
Choose a period — 7, 30, or 90 days — to scope everything on the page. At the top, stat cards give you the headline numbers:
| Card | What it shows |
|---|---|
| Total Calls | How many calls happened in the selected period. |
| Total Minutes | Total talk time across those calls. |
| SMS Messages | How many text messages were sent and received. |
Below the cards you'll find:
- Sentiment Breakdown — how analyzed calls split across positive, neutral, negative, and frustrated.
- Top Keywords and Calls Over Time — what callers talk about most and how volume moves.
- Agent Performance — a sortable table with each agent's calls, average duration, cost, success rate, and sentiment mix.
- Latency Alerts — calls where responses were slower than the threshold, with time, numbers, latency, and duration.
Platform administrators also see total cost, cost per successful call, a cost breakdown by voice and SMS, and a daily cost trend. Your own usage and charges are on the Billing page.
Live calls
Live Calls shows calls in progress in real time, with live duration and stats. You can listen in on an active call to monitor how your agent is handling it, and stop listening at any time.
Call history
Call History is the full record of past calls. Use the tabs — All, Incoming, Outgoing, Test — and the Missed and Unresponded quick filters (unresponded means a missed call you haven't called back or heard from again). Search by keyword, open Filter for direction and status, and use Handled by to show only AI-agent calls or only human calls. Compact keeps the table short; All columns adds technical details such as call ID, end reason, and cost. Export downloads the results as a CSV.
Recorded calls have a play button right in the row (1x, 1.5x, or 2x speed; one recording plays at a time). Open any row to see the call detail, including the transcript and recording.
Call Center
Prefer everything in one place? Call Center merges calls and SMS conversations into a single, time-sorted inbox (tabs All / Calls / SMS) so you can follow every interaction with a contact together. On a new account with no activity yet it shows a getting-started view instead: your number, a prompt to try calling it, and next steps such as sending a text, setting up your agent, adding contacts, and inviting your team.
To follow up on a call, add a note or task on the contact, or find it again with Cmd+K search — see Dashboard overview.
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