Overview
Voxworks gives you three levels of visibility into what your assistants are doing right now:- The Active Calls metrics bar — a compact strip in the header of every page showing how many calls are live, scheduled and finished today. Each number is a one-click deep link into the Calls table.
- Live updates in the Calls table — rows for in-progress calls update in place, and new calls appear as they are created.
- Streaming transcripts — open an in-progress call and read the conversation turn by turn as it happens, with the caller’s sentiment updating alongside it.
The Active Calls metrics bar
The metrics bar sits in the page header, to the left of the notifications bell, and is visible on every page of your workspace — you don’t have to be on the Calls page to keep an eye on activity. While it first loads it reads Loading snapshot…; if it cannot load at all it shows Snapshot unavailable. Each visible metric is a small icon-and-number pair. Hover one to see its name; click it to jump to the Calls table pre-filtered to exactly the calls behind that number.
By default the bar shows Current outbound, Current inbound, Scheduled next 15m and Long-running active. “Today” is measured in your account’s timezone.
Deep links into the Calls table
Clicking a metric opens the Calls page filtered to the calls that made up that number at the moment you clicked. The time-based metrics are pinned to that moment — Scheduled next 15m, for example, lands on the calls due within 15 minutes of your click, so the list matches the number you saw. Open Call Log from the sidebar again to return to the full, unfiltered table.Choosing which metrics show
Click the sliders icon at the right-hand end of the bar to open the snapshot settings. Under Snapshot metrics (“Select any metrics”) tick or untick any of the nine metrics; the bar re-arranges immediately. Below the list, Hide metrics with 0 hides any selected metric whose current value is zero, keeping the bar compact during quiet periods. Your selection is remembered per user and per team in your browser. The top of the popover shows when the numbers were last refreshed (for example Updated 14:32:05), with a refresh button beside it to update on demand.Long-running threshold
Team owners and members with settings-management permission also see Long-running threshold (minutes) in the popover. This sets how long a call must have been in progress before it counts as long-running — a whole number between 1 and 240 minutes, 12 by default. The threshold is saved for the whole team, so everyone’s bar flags the same calls.Freshness and connection problems
The bar refreshes itself automatically — roughly every 30 seconds by default, and less frequently while your account has no active or scheduled calls. While you are on the Calls page with live updates connected, it refreshes off the same live feed as the table instead, so the numbers react within about a second of a call changing. The refresh cadence itself is managed at platform level; speak to the Voxworks team if your operation needs a different cadence. If the numbers can’t be trusted — you have gone offline, a refresh failed, or the data is older than expected — an amber warning triangle appears beside the bar. Click it to open the settings popover, which reports the problem next to the last-updated time (for example · offline or · stale 75s), and use the refresh button once you’re reconnected.Live updates in the Calls table
Open Call Log in the sidebar to reach the Calls table. While live updates are connected, the table keeps itself current without a manual refresh:- Calls in progress update in place — the Status, Duration, Objectives, Sentiment and End Reason columns update on the row as the call proceeds. An animated pulsing dot in the Status column marks a call that is live right now.
- New calls appear as they are created. When the table is in its default order (newest first), they slot straight in at the top. If you have applied a custom sort, incoming calls don’t reshuffle your view — a New results available (n) button appears instead; click it to bring them in.
- Deleted calls disappear, and if the call you had open in the details panel is deleted, the panel closes.
Watching a call live
Click any in-progress call in the table to open its details panel. While the call is live, the panel refreshes itself every few seconds, so everything in it — status, duration, objectives and transcript — tracks the real conversation. The Transcript tab is where a live call comes alive:- The conversation streams in turn by turn — your assistant’s messages on the right, the contact’s on the left, labelled with their first name.
- The view stays pinned to the newest message as new turns arrive.
- Scroll up to re-read something and the view stops following; when new messages land, a down-arrow button appears — click it to jump back to the latest turn. Selecting text to copy also stops the view jumping away from you.
What a live call’s status tells you
While a call is in progress, the Status shows a finer-grained state than simply In Progress, so you can see exactly where the call has got to:
Handoff states show in purple; the rest share the in-progress blue. Once the call ends it settles on its final status — see Call Statuses. You can also filter the Calls table by these using the Detailed Status filter.
Steering a live call
The controls for a live call are in the docked media player. Open an in-progress call there in either of these ways:- Call Log → Play column — “Open the player on the live call”, or “Open the player and start live listening” to start listening straight away.
- Call Details — click the live placeholder under the header (“Open this live call in the player”).
+0.42 positive, recalculated on every caller turn. When the call ends, the bar switches to its recording.
The commands sit in the bar’s Action menu, with a Handoff destination picker beneath it. A command that can’t be used right now stays in the menu, greyed out, with the reason underneath — for example “Already listening on this call.” or “This call has ended.”
Live listen
Live listen joins your browser to the call, muted, so you hear the conversation in real time without the caller or the assistant being interrupted — for coaching a new script, quality assurance, or keeping an ear on a high-stakes campaign. The headphones button in the bar does the same. While you’re listening, the headphones button turns red: Stop listening drops your listening leg and the customer’s call carries on. Closing the player while listening asks Stop listening? first. Listening uses your browser’s audio output, so no phone is needed.Take over
Take over puts you on the call yourself, from your browser. Choose This browser in the Handoff destination picker — the Action menu’s handoff command then reads Take over — or use the Take over this call button in the bar. You need to be listening first: until you are, the command explains “Start live listening first — there is no browser member to promote yet.” When you take over, the assistant announces that it’s bringing its team in, plays a couple of seconds of hold music and connects you. The toast reads “Takeover requested. Your microphone is live — mute if you need to.”, and a banner shows “You are on this call — your microphone is live” (or ”… is muted”). Use Mute microphone / Unmute microphone in the bar, and Leave call or Hang up to end your part. Calls ended after a take-over record end reasons such as Take Over - User Hangup or Take Over - Team Hangup — see End reasons.Trigger handoff
Trigger handoff pulls a colleague onto the call by phone. Pick one of your routing endpoints in the Handoff destination picker, or leave it on Script default to use whatever the script would have used, then choose Trigger handoff from the Action menu. A toast confirms Handoff triggered. Nothing is announced up front. The assistant keeps talking to the contact while the human is dialled. When the human answers, the assistant tells the caller it is bringing its team in, plays about two seconds of hold music, merges the call and says its usual merge line. If nobody answers, nothing is said and the conversation carries on as though it never happened. The dial-out uses voicemail detection so a diverted number doesn’t swallow the call. Say a simple “Hello” when you answer and the connection goes through straight away; stay silent and there is a delay of roughly five seconds before the assistant hands the call over. Opening-hours rules do not gate a handoff triggered this way — if you trigger it, the call is transferred.Cancel call
Cancel call ends the customer’s call. A confirmation dialog reads End this call? — “The assistant will say a brief goodbye and hang up the customer’s call. This is not the same as hanging up your own listening leg, and it cannot be undone.” Choose Keep call to back out, or End call to go ahead. The toast reads “Cancelling call — the assistant will say goodbye and hang up.” The assistant speaks one short farewell, which the contact cannot talk it out of, and hangs up. The call’s end reason is External Cancel, with a warning in its system notes explaining that it was ended this way, and everything that normally happens after a call — recording, transcript, analysis — still runs. You can only cancel calls belonging to your own team.Calls you placed yourself
If you placed the call from this browser — a browser test call — you’re already on it, so the Action menu’s commands are unavailable. Use Hang up in the bar to end it.Next Steps
- Call History — search, filter and export the full Calls table.
- Media Player — the docked player that hosts live calls, recordings and browser test calls.
- Call Details — everything in the details panel: summary, transcript, recording, objectives and notes.
- Call Statuses — what every status and end reason means.
- Dashboard & Call Analytics — charts and trends across your whole call history.