Observe
Observe overview
Observe is where you see what your agents are doing and how well. Everything here is built from your real calls — nothing is estimated or sampled.
Where to look
- History — "What did that conversation actually say?" Every call and chat with its full transcript, and recordings of phone calls.
- Analytics — "How are my agents performing?" Headline metrics, trends, quality, costs, latency, per-agent and per-customer views, and an assistant that answers questions about your numbers.
- Results — per-campaign outcomes for outbound calling: dispositions, summaries and the calls behind them.
- Monitoring — alerts when something goes wrong: negative sentiment, an agent that keeps misunderstanding callers, failures and outages.
Custom dashboards live under Test → Boards, next to Evals. They run on the same numbers as Analytics.
Tip: Everything you see is scoped to your workspace. Team members see the same numbers; a member's role controls whether they can also see phone numbers, transcripts and recordings.
History
Open History to browse conversations your agents have handled. Open a phone call to read the transcript turn by turn and play the recording; a call in progress updates live.
Analytics
See Analytics for the tabs, filters, drill-down, the call inspector and AI Analytics, and the metric definitions for exactly how every number is calculated.
Results
Each outbound campaign has its own Results view. See Results & CRM.
Monitoring
See How monitoring works.