Monitoring and reports: dashboard, call logs and Live Monitor

The Dashboard shows your calls today, the past 7 days and what is on the line now. It refreshes every minute, leaves out Simulator calls, and follows the Primary Timezone in Settings > General. On the two Calls tiles, a change percentage appears only when the period it is compared with had at least 20 calls. The transfer tiles show a share of audible calls instead. The Campaigns · past 7 days table lists the campaigns the VoiceOI team set up, and its Change column reads new for a campaign with no calls the week before.

What does “audible” mean in the transfer rate?

Audible means every call except dead air and answering machines. The transfer rate is transfers divided by audible calls, because a machine or a silent line was never a chance to transfer. Audible does not mean a person spoke: busy signals, no answers and calls with no recorded outcome count as audible too.

How are calls grouped in “Where calls end”?

• Where calls end: each row is that group’s share of all calls, not of audible calls. Details opens Dialer Dispositions.
• Latest transfers: shown only to roles that can open Call Logs. On VICIdial accounts a caller is named by the end of the phone number or the lead number, because lead names stay in VICIdial.

A note about your balance can appear at the top. See Team and billing.

Dialer Dispositions counts how your bots’ calls ended, by outcome code, in a window you choose. It reads the codes VoiceOI recorded for its own calls, not VICIdial’s reports, even though its subtitle says “directly from the dialer”.

• Period picker. The page opens on Last 30 minutes every time. Choose from Recent (1 minute to 24 hours), Days (Today, Yesterday, Past 7 days, Past 30 days, Past 90 days) or Calendar (This week (from Monday), This month, Last month, All time). Calls are counted by when they started. Today, Yesterday, This week (from Monday), This month and Last month follow your Primary Timezone. The other windows count back from now.
• Updates every N s. The page refreshes every 5 seconds to 2 minutes, depending on the window.
• Export Calls. Downloads a CSV with the same columns as the Call Logs export. Only the organization admin can download, though the button can show for other roles.

Raw Dispositions puts every call in one of three groups: Audible (every call not coded as dead air or machine, so it includes calls with no code), Dead air and Machine. Disposition Analysis charts each code as a share of all calls.

Which outcome codes will you see?

A code the screen does not know is shown as itself. For the full list, see the glossary. On VICIdial accounts the same code is written to VICIdial, which drops a status that is not in the campaign’s status list, so a code can show here and not there (see Why do numbers differ).

Call Logs (the page is titled Interaction Logs) lists every call your bots handled, newest first, and each row opens to a timeline. The organization admin and SubManager can open it. Only the admin can export.

1. 1

   Find the call

   You

   Type in Search phone, name, or lead details.... On VICIdial accounts a call has no lead name in VoiceOI, so search by phone number. Records shows how many calls match.

2. 2

   Narrow it down

   You

   Set Campaign, Status and Period. Status offers outcomes such as Transferred, Sale, DNC and DAIR - Dead Air, then single codes. Period opens on Past 7 days.

3. 3

   Open the row

   You

   Select the arrow on a row, or tap the card on a phone.

What does the call timeline show?

An open row starts on Conversation History (labeled Chat Only): what the bot said (Bot Said), what the caller said (User Spoke), transfers and the disconnect. Show System Nodes switches to the Full Interaction Log, which adds steps such as Logic Branch, Silence/Wait, No Match and Smart Listen. Hide Technical Flow switches back. User Spoke shows what speech recognition heard, so it can contain mishearings.

Are calls recorded?

Not on VICIdial accounts. VoiceOI keeps recordings only for built-in dialer calls, and for Twilio numbers that supply one. Each call has a timeline built from the conversation, and its transcript is made from the bot’s and the caller’s lines. A call that ended before anyone spoke has little or no transcript.

VoiceOI does not delete recordings or call logs automatically, and you cannot delete them yourself. To have data deleted, ask the VoiceOI team.

What do Go Live and Export do?

• Go Live shows calls as they happen. While it is on, the button reads Live. Each call that starts after you press it is added at the top of the list (the newest 100) as In Progress. Open a row to watch its timeline fill in turn by turn with what the bot says and what the caller says (as speech recognition heard it). Calls already running do not appear, and the list clears when you press the button again. Search, Campaign, Status and Export are off meanwhile. On VICIdial accounts a new row can read Incoming... instead of the number. Go Live is open to the organization admin and SubManager, carries no audio, and is not part of the Live Monitor listening log.
• Export downloads a CSV of what the filters show now, in your Primary Timezone: Lead ID, Lead Name, Phone, Campaign, Date, Time, Duration (mm:ss), Outcome / Dispo, Transfer Target, Transcript and Recording URL. The Transcript is built from the bot and caller lines and can be shorter than the timeline on screen. On VICIdial accounts Lead Name holds the phone number.

Live Monitor lists every call your bots have on the line and updates as calls start, change step and end. The organization admin can press Listen to hear a call in the browser, listen-only and about a second behind. Every listening session is logged. For what it is and why, see Live call monitoring.

1. 1

   Open Live Monitor

   You

   Select Live Monitor in the sidebar. If it is not there, your login is not the organization admin. A pill at the top reads Live, Reconnecting… or Disconnected.

2. 2

   Find the call

   You

   Use Search a phone number or agent, the campaign filter, and the Newest or Longest sort. The tiles show On the line (and how many are transferring), In conversation (and how many are still checking the line), Longest call and Listening (slots in use out of 3).

3. 3

   Press Listen, then stop

   You

   The console shows Connecting, then Listening with a timer. Nothing to install. Use the mute button and the Volume slider. Press Stop listening or close the page to end it. It also ends when the call ends.

How do you read a call card?

When a call finishes, its card leaves the list and the call appears under Just ended. A call appears when the bot picks up, not while the dialer rings, so a page opened just after a call started can show it a moment late. A call that stops reporting is removed after a few minutes, without an entry in Just ended. Cards for built-in dialer calls show no Agent number and no Follow button, and their step line reads “Executing”, then the step type, then the step name.

How do Listen, Follow and the listening limits work?

• What you hear. Both sides of the call in one audio channel, about a second behind. Listening is passive: it does not change the call or affect speech recognition, and nothing you hear is saved.
• Follow. Press Follow on a card that shows an agent number to hear each call that bot takes, one after another. Stop following ends it. It also stops after 3 calls in a row that could not be heard, or when listening is not possible.
• Limits. 3 listening slots per organization and 2 per person. Each browser listens to one call at a time, and several people can hear the same call. A session ends after 60 minutes or when the page stops responding. Press Listen again to carry on.
• Narrow screens. Below 1280 pixels wide, such as a phone or a tablet, the console opens as a bottom sheet, and a small bar at the bottom shows the number and Listening. Tap it to reopen the console.

What is “Just ended”?

Below the cards, Just ended lists the last 8 calls that ended while you had the page open, with the outcome code (for example XFER or NI), number, campaign, length and time ago. It has no recording or transcript link. Its Call Logs link opens the Call Logs list, where you find the call by its number. The list is kept in the page only, so it is empty after you reload.

Who can use Live Monitor, and is listening logged?

Only your organization’s admin sees Live Monitor. Other roles are sent back to the Dashboard. Call Logs is separate: its Go Live switch is open to the organization admin and SubManager and shows what the bot and the caller say, turn by turn, for calls that start after you turn it on. It is not part of the listening log. Each organization sees only its own calls. Listening is logged: who listened, to which call and for how long. No screen in your dashboard shows that log. VoiceOI staff can listen only while logged in as your organization, and that is logged separately.

What Live Monitor does not do

• Live Monitor shows no transcript, captions or sentiment. To read what the bot and the caller say, use Go Live in Call Logs for calls that start after you turn it on (see What do Go Live and Export do?).
• It does not let you talk to the caller or the bot: no whisper, no barge-in and no take-over. It cannot hang up a call, force a transfer, or pause a bot or a campaign.
• It shows no lead details such as a name: only the number, bot, campaign, timer, status and script step.
• It records nothing of what you hear. It plays no notice to the caller and collects no consent. There is no consent setting.

What do the Live Monitor messages mean?

Add a Google Sheets step to a script. When a call reaches the step, VoiceOI sends one row to your sheet if the step has a spreadsheet and at least one mapped column has a value. The step is the Integration node in the Script Builder with Integration Type set to Google Sheets. It writes call results. It does not import leads, and VoiceOI has no native CRM sync.

1. 1

   Create a Google OAuth client

   You

   VoiceOI signs in with your own Google Cloud OAuth client. Use the How to create one link on the Google Sheets tile in Integrations. In your Google Cloud console, add the address under Redirect URI for your OAuth client as an authorized redirect URI.

2. 2

   Connect Google

   You

   On the tile, enter the Client ID and Client secret and press Save and sign in to Google. After you sign in, the panel shows the connected Google account. Test checks the connection and Sign in again renews it.

3. 3

   Add the step to the script

   You

   Put column names in the first row of the sheet, because the step reads them. In the Script Builder add an Integration node. Choose the Integration Account (System Default (Latest Integration) or a named connection), then Select Spreadsheet and Select Sheet (Tab). Under Column Mapping, give each column a value: Full Call Transcript, Last User Response, Lead Phone (from Dialer), Call Timestamp, or an earlier step’s answer. The list also offers Lead Name (from Dialer), but on VICIdial accounts the lead’s name stays in VICIdial, so do not rely on it. Press Refresh Headers after you rename a column.

4. 4

   Run test calls

   You

   Place a few test calls and check the sheet. If the bots do not pick up a change, use Force Bot Sync in the sidebar footer.

What exactly does the step do?

• One row per call, sent when the step runs, below the last row. A call that ends before the step sends nothing. No row is sent if the step has no spreadsheet or every mapped value is empty.
• Columns are matched by name, ignoring case, spaces and punctuation. A header with no mapping stays empty.
• AI Voice Agent hand-off. If the agent’s Handoff tab is set to No transfer (the option that marks the call a sale) and a sheet is chosen, the sheet’s own column headers decide what is collected.
• Dates and times use your Primary Timezone.
• A call is marked `SALE` when it reaches the step. That does not depend on the sheet, so the call is SALE even with no spreadsheet chosen. It shows as Sale in Call Logs, counts with the transfers on the Dashboard, and on VICIdial accounts VoiceOI writes SALE to VICIdial. Put the step only after the point where you count the caller as qualified.

To move rows into a CRM, import the sheet as a CSV or use a tool that watches it. See Google Sheets with VoiceOI.

The bell in the header lists messages the VoiceOI team sends to your account. An unread message has a dot. Select a message to mark it read, or use Mark all as read. An empty list reads No notifications. The bell carries no alerts about your calls, balance or integrations, and there are no notification settings.

Built-in dialer accounts have Realtime in the Dialer group of the sidebar, for the organization admin. The page is titled Live Monitoring, a different screen from Live Monitor. VICIdial accounts do not have it. They use Live Monitor for the bots and VICIdial’s own reports for the dialer side.

The built-in dialer also has a Call History page, opened from a mission’s Results button. See Built-in dialer.

Each screen counts a different thing over a different window, so small differences are normal. Match the window first.

To read the calls behind a number, pick the same period in Dialer Dispositions and Call Logs, then filter Call Logs by the code. A few calls can swing every percentage, so do not judge a script from one short window.

For a monitoring or reporting problem, contact the VoiceOI team with:

• The time of the call or the problem, with the time zone.
• The phone number, the lead ID (from VICIdial on VICIdial accounts), the campaign, and the Agent number from the Live Monitor card.
• The screen and the exact message it showed.
• Your login email and role.
• For a missing Google Sheets row, the spreadsheet and tab name.