History, Analytics & Monitoring
Callable gives you three places to review what your agents are doing — History for past conversations, transcripts, and recordings; Analytics for the numbers; and Monitoring for calls happening live.
Where to look
Each surface answers a different question, and all three live in the dashboard left nav:
- History — "What did that conversation actually say?" Full transcripts of past calls and chats, a call-by-call record, and playback of call recordings.
- Analytics — "How is everything trending?" Dashboard metrics across your activity.
- Monitoring — "What's happening right now?" Calls in progress.
History
History is your record of every conversation — phone calls and web-chat sessions alike — each with its full transcript, and, for phone calls, playback of the recording. It doubles as your call-by-call log: filter to calls, chats, or everything.
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. Open a phone call to expand its transcript and recording — and a call that's still in progress updates live, turn by turn.
Use History to:
- Read the transcript of a specific call or chat after it ends, or watch one unfold live.
- Play back the recording of a completed call.
- 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.
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.