> For the complete documentation index, see [llms.txt](https://docs.agentalk.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.agentalk.io/monitoring-and-analytics/listen-to-and-join-live-calls.md).

# Listen to and join live calls

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.

{% hint style="info" %} <mark style="color:$info;">**Silent listening behavior**</mark>\
You can monitor calls without interrupting them. The caller and the agent are not aware when you are listening silently.
{% endhint %}

### 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.

{% stepper %}
{% step %}

### Open the live call center

Open the live monitoring view from the sidebar.

1. Go to **Live Calls** from the sidebar.
2. 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.
{% endstep %}

{% step %}

### Read the dashboard

Above the call list, four summary cards show the current state of your operation:

* **Total Calls**
* **Web Calls**
* **Phone Calls**
* **Average Time**

These values update as calls start and end. Use them for a fast view of current workload and channel mix.
{% endstep %}

{% step %}

### 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)**.

1. Click **All Agents** to see every live call.
2. Click one agent badge to narrow the view.
3. 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.
{% endstep %}

{% step %}

### 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…**
{% endstep %}

{% step %}

### See live performance metrics

Each call card includes a **Live Observability** section.

1. Find the call card you want to inspect.
2. Click the **Live Observability** toggle.
3. Review the live analytics for that call.
4. 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.
{% endstep %}

{% step %}

### 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.

1. Find the call on the dashboard.
2. Click **Silent Listening** on its card.
3. 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.
{% endstep %}

{% step %}

### 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

1. Find the call on the dashboard.
2. Click **Hijack Call**.
3. 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

{% hint style="warning" %} <mark style="color:$warning;">**Takeover happens immediately**</mark>\
There is no second confirmation. Be ready to speak before you click **Hijack Call**, or the caller may hear silence while your microphone connects.
{% endhint %}
{% endstep %}
{% endstepper %}

<figure><img src="/files/FgRAt5axoU5NhFiiOJ7V" alt=""><figcaption></figcaption></figure>

### 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.

{% hint style="info" %} <mark style="color:$info;">**Start with a manageable number of calls**</mark>

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.
{% endhint %}

### Next steps

Here are the recommended next steps after completing this guide:

* [**Review call history and logs**](/monitoring-and-analytics/review-call-history-and-logs.md): Access recordings and full transcripts after calls complete.
* [**Read the analytics dashboard**](/monitoring-and-analytics/read-the-analytics-dashboard.md): Track call volume and agent performance over time.


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