Live call monitor
Watch a call as it happens, read the transcript live, and step in when you need to.
What you see during a call
The monitor shows caller, assistant, operator and system events in order as they occur.
| Line type | Meaning |
|---|---|
| Caller | What the caller said, as recognised |
| SIMCOAI | What the AI said back |
| You | Something you sent into the call from the dashboard |
| System | A state change, such as an escalation being raised |
Stepping into a live call
Four controls are available while a call is live. All are recorded against the call.
| Control | Effect | Use it when |
|---|---|---|
| Say to caller | The AI speaks your words to the caller | You know the answer and the AI is going in circles |
| Take over by voice | Connects your browser microphone and speakers to the caller; AI listening and replies stop once connected | You are ready to speak to the caller yourself |
| Hang up | Ends the call | Abuse, or an obvious wrong number |
| Report call bug | Files a report with the transcript attached | SIMCOAI behaved wrongly and you want it looked at |
Reading the quality panel
Each call carries measured signals rather than impressions. Full detail in call quality signals.
The one most often misread is the interruption message. When SIMCOAI cancels a reply it had already started because the caller interrupted, that is correct behaviour — it stops an out-of-date answer being played.
Work captured during the call
When a call produces a refund, booking, order query or escalation, it appears inline in the transcript with its status. Where a secure proof upload channel has been issued you can open or copy that link directly from the call.
Speaking with your own voice
On a phone-enabled plan, select Take over by voice and allow your browser microphone. Your caller stays with the receptionist until your voice connection is ready.
- Once connected, speak normally and hear the caller through your speakers or headset. AI speech recognition, transcription and replies are off for this human conversation.
- The call room shows you and the caller with live speaking indicators. Use Fullscreen for a focused conversation, or Minimise to keep working in the dashboard.
- Use Mute microphone, Mute sound and Audio settings without ending the call. Microphone and supported speaker choices are available inside the room.
- End call for both, closing the call tab, or either participant leaving ends the handoff. The AI does not restart automatically.
- If your browser cannot connect before transfer, the caller remains with the receptionist. Check microphone permission and your connection before trying again.
- An escalation record or a callback request is separate from a connected voice handoff. Your team must be available to join.
- AI usage incurred before connection stays counted, including normal voice-minute rounding. Ordinary call minutes and applicable charges continue until hang-up. Configured call recording may continue.