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Observability (/dashboard/observability, under Quality & Testing) is the operational view of your calls: how many, how successful, what’s failing, and which agent is responsible. Where Reports answers questions in prose, Observability gives you the live numbers.

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Scope the view

Two filters at the top drive the whole page:
  • Time window — last hour, 6, 24, or 72 hours, 7 days, or 30 days. Charts bucket hourly for short windows and daily from 48 hours up.
  • Agent — all agents or a single one.
For very busy windows, detailed metrics are sampled from the most recent calls; a notice tells you when that happens and how many calls the sample covers.

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What you get

Summary cards — Calls, Success Rate (based on AI grading, with infrastructure errors excluded from the denominator), Unsuccessful, No Conversation (caller disconnected early), Errors (infrastructure failures), In Progress, and Average Duration. Charts — call volume over time and the success-rate trend, bucket by bucket. Call status breakdown — successful / unsuccessful / no conversation / error as proportions of the window. Agent performance — a per-agent table of calls, failed calls, issues raised, and average grade. Sort out which agent is dragging the success rate before you start editing prompts. Recent failed calls — each with its end reason (“Caller hung up”, “No answer”, “Call failed”, …) and an Open call button straight into the transcript and recording. Bucket details — the raw per-bucket table: calls, successes, errors, success rate.

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Export

The Export button downloads the current window’s full observability payload as JSON — handy for piping into your own dashboards or handing to an analysis tool.
Don’t watch this page for regressions by hand — create an alert rule on success rate, failure rate, or call volume and get emailed/Slacked when a threshold breaks.

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Next steps

Alerts

Threshold alerts on the same metrics.

Review calls

Drill from a number into the actual conversations.