Calls and usage
Calls lists the calls handled by agents built in Studio. Other traffic on your jambonz account is not shown. Test calls are listed too, marked Test.
The call list
At the top, five figures summarize the calls in the current filter:
Each row shows when the call started and its direction, the agent and number, who answered, whether the goal was reached, how the call ended, and its length. Click a row to open the call.
To narrow the list:
- Find a call: search by call id, SIP Call-ID, an
X-header value or a phone number - an agent, and a range: Last 7 days, Today or Custom… (up to 90 days, within the last 90 days)
- Inbound or Outbound
- Answered by: Person, Machine, Undetermined
- Goal: Reached or Not reached
- Transfer: Transferred or Not transferred
- Ended before the agent spoke: calls that ended before the first turn, for example because the application was unreachable or the LLM provider returned an error
- an experiment, to compare its two groups (see Experiments)
Export CSV at the bottom of the list downloads the calls in the current filter.
How a call ended
The Ended column says how each call finished, in words. For example: Caller hung up, Agent hung up · conversation complete, Transferred · bridged, Transfer failed · Caller hung up, Left message after beep, Not answered after 30 s, Busy, Failed (SIP 486), or Ended before the agent spoke · application unreachable.
A call’s page
The header shows the agent, the call’s direction, the kind of agent, and Test for a test call. Under it: when the call started, its length, the number, the version that answered and the call id. On the right:
- Recording: play the call in the page, when it was recorded
- Download: the files kept for the call (see Downloads)
- Open agent: the agent in the builder
Five figures sum up the call:
Turns
Below the figures is the transcript, one card per turn. Each card has the time into the call, what the caller said and what the agent said, and tags:
- greeting: the agent’s opening line
- interrupted: the caller talked over the agent
- cut off: the agent’s reply was cut off
- tool: followed by a name: a tool the agent called in this turn
The caller’s line shows the speech recognizer’s confidence, when it reports one.
On the right of each card is the turn’s latency, by stage, colored green, amber or red:
A stage that was not measured is left out. For a Realtime voice API agent the vendor reports only the time from
its own end-of-turn decision to the first audio of the reply, shown as Reply after end of turn. For a Custom
harness agent the llm stage is harness (Harness first chunk): the time from the end of the caller’s turn to
the harness’s first reply chunk.
Click a turn to open its details beside the transcript: the full caller and agent text, each latency and the total, and the turn’s tool calls with their round-trip time, result and HTTP status. For a Custom harness agent it also shows the harness’s Turn record: its route, steps, model calls and tools (see the turn record).
Under the last turn, a summary line gives the number of turns, the average of each stage, and the slowest turn.
If the transcript is empty, the page says Transcript not kept for this agent.
Events
Between the turns, the page shows what else happened, at the time it happened. Click one for its details.
- answering machine detection: Answered by a person, Answered by a machine or Answer detection inconclusive
- Caller interrupted the agent
- each tool call: ran or failed, with its round-trip time and HTTP status
- transfers: Transfer started (with the last digits of the number), Transfer answered and how long it rang, Transfer: busy, Transfer: no answer or Transfer failed with the SIP status and the carrier’s reason, Transfer bridged, Transfer returned to the agent
- Custom hold audio failed; caller heard hold music, with the reason
- the secure detour: Secure detour started, Detour answered, Back from the detour
- Goal marked reached, when the agent marks it
- Call ended, with the reason
Diagnostics for test calls
A browser test call’s page also has a Diagnostics line: one verdict on the audio round trip, either that every link checked out or the first one that failed. Details opens the evidence for each link. See What the test report records.
Downloads
When a download isn’t available, the menu says why.
Recordings and transcripts
Calls are always listed and transcribed live. Keeping the audio and the session file needs two things:
- Observability set up for the account: a storage bucket, and what to keep for each call, either Recording only or Full observability (recording plus the session file).
- Recording and session data turned on for the agent, in the builder’s Conversation section. The switch controls recording; the session file follows the account setting.
Until observability is set up, Calls shows a banner saying so. Owners and Admins can set it up from there.
Usage
Usage shows minutes, calls and model usage for calls handled by agents built in Studio. Pick an agent (or all of them) and a range: Last 7 days, Today or Custom… (up to 92 days).
The page shows:
- totals: Calls, Minutes, Turns (with the average per call), and Tool calls (HTTP, MCP and knowledge)
- Minutes per day, as a chart
- a table by agent: Calls, Minutes, Turns, TTS characters (est.), STT minutes (est.) and Tool calls
Test calls are left out unless you turn on Include test calls. Figures marked (est.) are estimates. Export CSV downloads usage by day, agent and kind, with a column that marks estimates.