Live call monitor
Watch a call as it happens, read the transcript live, and step in when you need to.
What you see during a call
The monitor shows caller, assistant, operator and system events in order as they occur.
| Line type | Meaning |
|---|---|
| Caller | What the caller said, as recognised |
| SIMCOAI | What the AI said back |
| You | Something you sent into the call from the dashboard |
| System | A state change, such as an escalation being raised |
Stepping into a live call
Four controls are available while a call is live. All are recorded against the call.
| Control | Effect | Use it when |
|---|---|---|
| Say to caller | The AI speaks your words to the caller | You know the answer and the AI is going in circles |
| Escalate | Raises an escalation and routes to a person | The call needs a human now |
| Hang up | Ends the call | Abuse, or an obvious wrong number |
| Report call bug | Files a report with the transcript attached | SIMCOAI behaved wrongly and you want it looked at |
Reading the quality panel
Each call carries measured signals rather than impressions. Full detail in call quality signals.
The one most often misread is the interruption message. When SIMCOAI cancels a reply it had already started because the caller interrupted, that is correct behaviour — it stops an out-of-date answer being played.
Work captured during the call
When a call produces a refund, booking, order query or escalation, it appears inline in the transcript with its status. Where a secure proof upload channel has been issued you can open or copy that link directly from the call.