Build & manage
Analytics & call history
See how your agents are performing, what calls cost, and how callers feel — then drill into any single call to read the transcript or hear the recording.
Analytics dashboard
Pick a date range to scope everything on the page. At the top, four stat cards give you the headline numbers:
| Card | What it shows |
|---|---|
| Total Calls | How many calls happened in the selected range. |
| Total Minutes | Total talk time across those calls. |
| Total Cost | What those calls cost against your balance. |
| Cost / Success | Average cost per successful call — a quick efficiency read. |
Below the cards you'll find:
- Calls Over Time and Top Keywords — volume trends and what callers talk about most.
- Cost Breakdown and Daily Cost Trend — where spend goes and how it moves day to day.
- Agent Performance and sentiment — how each agent does and how callers feel.
- Latency alerts — flags when responses were slower than expected.
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, Missed, Test — plus filters for direction, status, and keywords, and export the results. 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.
Watch cost per success
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