History, Analytics & Monitoring
Callable gives you four places to review what your agents are doing — History for past conversations, Analytics for the numbers, Call logs for a call-by-call record, and Monitoring for calls happening live.
Where to look
Each surface answers a different question, and all four live in the dashboard left nav:
- History — "What did that conversation actually say?" Full transcripts of past calls and chats.
- Analytics — "How is everything trending?" Dashboard metrics across your activity.
- Call logs — "What happened on each call?" A call-by-call record.
- Monitoring — "What's happening right now?" Calls in progress.
History
History is your record of past conversations — both phone calls and web-chat sessions — each with its full transcript.
Open History in the left nav to browse conversations your agents have handled. Every entry captures the back-and-forth so you can read exactly what the agent said and what the caller or visitor said in return, turn by turn.
Use History to:
- Read the transcript of a specific call or chat after it ends.
- Review how an agent handled a question, a tool call, or a handoff.
- Spot-check greetings, grounding in your knowledge base, and tone.
Analytics
Analytics is a dashboard of metrics that summarizes your agents' activity at a glance.
Open Analytics in the left nav to see aggregate numbers across your conversations, so you can track trends over time rather than reading one conversation at a time.
Call logs
Call logs give you a call-by-call record of your phone activity.
Open Call logs in the left nav to see the calls your agents and numbers have handled. This is the place to look up an individual call when you want the record of what came through, rather than the full transcript view in History.
Monitoring
Monitoring shows calls that are in progress right now.
Open Monitoring in the left nav to watch live, in-progress calls as they happen. It's useful when a campaign is dialing or when you expect inbound traffic and want to confirm your agents are picking up and handling calls in real time.