Listen to and join live calls
Listen to live calls in real time, follow the transcript, and step into the conversation when human judgment is needed.
Listen to your live calls in real time, follow the conversation as it happens, join silently to coach or review, or take the call over yourself when human judgment is needed.
This page is one of the most valuable tools for teams running voice agents. Use it to supervise live traffic, catch a difficult call before it ends badly, monitor a new agent in production, hear how your bots actually sound to customers, and step in the moment a caller needs a human.
The page also shows live performance analytics for every ongoing call. You can inspect latency, costs, function activity, and other technical signals while the call is still running.
Silent listening behavior You can monitor calls without interrupting them. The caller and the agent are not aware when you are listening silently.
Before you start
Calls appear here when one of the following is true:
An outbound campaign is dialing right now
An inbound call is in progress
A live test call is running
You also need permission to monitor calls in your organization. If the dashboard stays empty while calls are happening, check with your admin that your user has access.
Open the live call center
Open the live monitoring view from the sidebar.
Go to Live Calls from the sidebar.
Wait for the page to load the current active calls.
The page opens with the Live Call Center heading.
At the top of the page, you see:
A pulsing green dot that shows the live view is active
A large number showing how many calls are happening right now
An Average Call Time badge below it
If no calls are active, the page shows No active calls — Calls will appear here. As soon as the next call starts, a card appears automatically.
Focus on the calls you care about
If several agents are active at once, use Filter by Agent above the call cards.
Each badge shows the agent name and its current live call count. For example, Sales Bot (3).
Click All Agents to see every live call.
Click one agent badge to narrow the view.
Switch back to All Agents when you want the full list again.
Use this when one team handles a specific campaign, when you are investigating one bot, or when a newly deployed agent needs closer supervision.
Read a call card
Each active call appears as its own card. This lets you supervise several conversations side by side.
At the top of each card, you see:
A large live timer
The agent avatar and name
A green dot showing the agent is connected
A call type badge such as Phone, Web, or Test
The middle of the card shows caller details:
Caller Name
Phone Number
Source such as Outbound, Inbound, or Click-to-Call
Below that, two small indicators show your current interaction with the call:
Listening
In Call
These indicators turn green or red so you can see, at a glance, where you are listening and where you have already taken over.
At the bottom of the card, the mini live transcript shows the latest lines spoken on the call. Use it to understand what is happening without opening audio on every call.
While a call is just starting, the transcript area shows Waiting for transcript…
See live performance metrics
Each call card includes a Live Observability section.
Find the call card you want to inspect.
Click the Live Observability toggle.
Review the live analytics for that call.
Collapse the section when you want to reduce noise on the page.
When expanded, this section can show:
Response latency
Functions or tools used during the call
Token usage so far
Live cost accumulation
Other technical signals about call health
Use it to catch slow calls, spot a function that is misbehaving, or understand cost outliers before the call ends.
Listen to a call silently
Silent listening lets you hear the conversation without the caller or the agent knowing you are there.
Use it for QA, onboarding, agent review, and live coaching.
Find the call on the dashboard.
Click Silent Listening on its card.
Wait for the browser to connect to the call audio.
After you connect:
The button changes to Listening
The Listening indicator on the card turns green
An audio control panel appears below the action buttons
Use the control panel to adjust the volume slider from 0% to 100%.
Click the × in the panel to hide the controls. Click Listening again to disconnect from the call completely.
Take over a call
Use Hijack Call when a human should continue the conversation.
Common examples include:
A frustrated customer
A high-value sales moment
A complex question the bot should not answer alone
Find the call on the dashboard.
Click Hijack Call.
Start speaking as soon as your browser connects.
When you take over:
The agent leaves the call immediately
You are connected to the caller through the browser
The button turns red and shows In Call
A red Active Intervention panel opens below the controls
The intervention panel includes:
A volume slider
A red Disconnect Call button
Takeover happens immediately There is no second confirmation. Be ready to speak before you click Hijack Call, or the caller may hear silence while your microphone connects.
Supervise several calls at once
Silent listening and takeover work per call card. You can listen to one call, take over another, and keep watching live analytics on a third at the same time.
Each card tracks its own state independently. Use the Listening and In Call indicators to keep track of where you are connected.
To disconnect, click Listening or In Call again on that call.
When a call ends naturally, its card disappears from the page and any active audio connection is cleaned up automatically.
Start with a manageable number of calls
Start with a small number of concurrent calls before you scale up. This helps you learn the controls and react faster when intervention is needed.
As a general guideline, one person can effectively supervise 4 to 5 calls at the same time.
Next steps
Here are the recommended next steps after completing this guide:
Review call history and logs: Access recordings and full transcripts after calls complete.
Read the analytics dashboard: Track call volume and agent performance over time.
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