> For the complete documentation index, see [llms.txt](https://dataqueue.gitbook.io/voicehub-docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://dataqueue.gitbook.io/voicehub-docs/agent-design-and-usage/test-and-monitor.md).

# Test & Monitor

## **Make a Test Call**

* Use Start Test Call (from Agent header)
* Use Start Test Chat for testing via text

***

## Calls Table

Go to Call Logs in sidebar, it gives a fast operational view of each call, including contact, status, type, duration, sentiment, outcome, and resolution status.

<figure><picture><source srcset="https://1583580785-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FVRUgVLmtuyNEZUgZ8LYH%2Fuploads%2FLT7peOJUJ8k9ZL8bHhdJ%2FScreenshot%20From%202026-08-05%2016-49-28.png?alt=media&amp;token=8dd1d0bc-ca32-40f0-8f0e-f201dd4353b0" media="(prefers-color-scheme: dark)"><img src="https://1583580785-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FVRUgVLmtuyNEZUgZ8LYH%2Fuploads%2FghGR9Ujusxo61R0wdhq9%2Fimage.png?alt=media&amp;token=83d563f8-51d7-439b-9a08-f41cccb47131" alt=""></picture><figcaption></figcaption></figure>

### Action buttons

#### 1. Analysis Status / Open Analysis Action Button

Opens the call analysis. If analysis failed or was skipped, this action starts analysis or re-analysis. It is available for ended calls with an analysis state.

* Analysis Completed

<figure><img src="https://1583580785-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FVRUgVLmtuyNEZUgZ8LYH%2Fuploads%2FWSJoPvwmURcjhITpkcqO%2Fimage.png?alt=media&amp;token=f9304295-02a8-463d-8a2d-374b5b062cb3" alt=""><figcaption></figcaption></figure>

* Analysis Skipped

<figure><img src="https://1583580785-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FVRUgVLmtuyNEZUgZ8LYH%2Fuploads%2FVFiXgOymrIFRsFcN1jOj%2Fimage%20(5).png?alt=media&amp;token=2feefb83-ff95-4c60-9b8f-d40b4f6aae4d" alt=""><figcaption></figcaption></figure>

#### 2. Repeat Call

Starts a new outbound call to the same destination using the same context as the original call. It appears when repeating is allowed and an outbound configuration exists.

<figure><img src="https://1583580785-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FVRUgVLmtuyNEZUgZ8LYH%2Fuploads%2FqHQU5IwaEpn0pVjOLLjU%2Fimage%20(1).png?alt=media&amp;token=864b64ff-5c41-41f4-b66b-4856c39d167b" alt=""><figcaption></figcaption></figure>

#### 3. End Call

Immediately stops the active call. This action is only available for in-progress calls.

{% hint style="info" %}
**Note**: This feature is exclusive for VoIP Calls.
{% endhint %}

<figure><img src="https://1583580785-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FVRUgVLmtuyNEZUgZ8LYH%2Fuploads%2Fkt4ugrearEOTmUmzhY8z%2Fimage%20(6).png?alt=media&amp;token=d18724a1-7d0d-40b2-95c4-4476567cadc5" alt=""><figcaption></figcaption></figure>

#### 4. Call Recording

Opens the recording playback. It is available for calls that have recordings and when the user has permission to listen.

<figure><img src="https://1583580785-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FVRUgVLmtuyNEZUgZ8LYH%2Fuploads%2F4ikXyYJjwqHUOg8uA6NX%2Fimage%20(2).png?alt=media&amp;token=695fb81d-c15f-44cc-9723-5805e45ae421" alt=""><figcaption></figcaption></figure>

#### 5. Live Logs

Opens the Live Logs drawer. It is available for most calls, except those with excluded outcomes or states.

<figure><img src="https://1583580785-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FVRUgVLmtuyNEZUgZ8LYH%2Fuploads%2FoZLjshYRQXo1zR4HMtzT%2Fimage%20(3).png?alt=media&amp;token=a115fdb0-0867-4291-a3fa-50f99faf6b2f" alt=""><figcaption></figcaption></figure>

#### 6. Delete Call

Permanently removes the call record. It is available for non-in-progress calls when the user has permission to delete the call.

<figure><img src="https://1583580785-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FVRUgVLmtuyNEZUgZ8LYH%2Fuploads%2FvURHScPmpjNgmT6fwGy9%2Fimage%20(4).png?alt=media&amp;token=96d78cd0-8727-49aa-9a4d-37f74f36ae6e" alt=""><figcaption></figcaption></figure>

#### 7. Cancel Call

Cancels a scheduled call before it starts. This action is available only for scheduled calls.

<figure><img src="https://1583580785-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FVRUgVLmtuyNEZUgZ8LYH%2Fuploads%2Fv7h223ndWGtxYMczTDtC%2Fimage%20(8).png?alt=media&amp;token=818b2a19-e9ec-418a-bb0b-3d9cde69dfa1" alt=""><figcaption></figcaption></figure>

### Call Statuses

These are all possible values for the `status` field across call webhooks and call logs:

| Status        | Description                                                                  |
| ------------- | ---------------------------------------------------------------------------- |
| `scheduled`   | Call is scheduled to start at a future time (when `scheduleAt` was provided) |
| `queued`      | Call is queued and waiting to be picked up                                   |
| `started`     | Call has connected and is about to begin                                     |
| `in-progress` | Call is active — user and agent are talking                                  |
| `completed`   | Call finished normally                                                       |
| `not_started` | Call never connected (e.g. the user was busy or didn't answer)               |
| `cancelled`   | Call was cancelled before or during connection                               |
| `failed`      | Call failed due to a technical error                                         |

***

### Call Outcomes

The `outcome` field provides a detailed reason for how a call ended. It is present on `completed` and `not_started` status.

| Outcome                           | Description                                             |
| --------------------------------- | ------------------------------------------------------- |
| `hangup_by_user`                  | The user ended the call                                 |
| `hangup_by_agent`                 | The AI agent ended the call                             |
| `voicemail`                       | The call was forwarded to voicemail                     |
| `ivr`                             | The call was handled by an IVR system                   |
| `forwarded`                       | The call was forwarded to another number                |
| `dropped`                         | The call dropped unexpectedly mid-conversation          |
| `busy`                            | The user's line was busy                                |
| `unanswered`                      | The call rang but was not answered                      |
| `silence_timeout`                 | The call ended because neither side spoke for too long  |
| `text_call_timeout`               | A text call ended due to inactivity                     |
| `test_finished`                   | The call was a test call that completed normally        |
| `max_voice_call_duration_reached` | The call hit the maximum allowed duration limit         |
| `not_enough_credits`              | The call ended because the workspace ran out of credits |

***

## Live Logs Drawer

The Live Logs drawer is used in two phases:

* During the call: it streams logs in real time.
* After the call: it is used for debugging and monitoring what happened, step by step.

For SIP calls, it also allows live listening while the call is in progress, based on permissions.

### Transcript Logs

* Shows user and assistant messages in time order.
* Useful for checking conversation quality and response accuracy.

<figure><picture><source srcset="https://1583580785-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FVRUgVLmtuyNEZUgZ8LYH%2Fuploads%2FNGo8hVMlas5EfWRKL0vg%2FScreenshot%20From%202026-08-05%2017-40-27.png?alt=media&amp;token=f96cd38b-b636-4bf1-a9e3-98a3d94b227d" media="(prefers-color-scheme: dark)"><img src="https://1583580785-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FVRUgVLmtuyNEZUgZ8LYH%2Fuploads%2FfWjr0cxtNgZ4wu01kbvE%2Fimage.png?alt=media&amp;token=02ddd6dc-74fe-45ca-a2ad-d2a3b330b8a2" alt=""></picture><figcaption></figcaption></figure>

### Pathway Info Logs

Shows execution flow data such as:

* Current node
* Previous node
* Chosen edge
* Current prompt
* Extracted variables

### Trace Logs

* Shows internal runtime events and payloads.
* Best source for deep debugging and observability.

Common trace examples:

* call.edge.selection
* call.rag.retrieval
* call.node.exec
* call.variable.extraction

<figure><picture><source srcset="https://1583580785-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FVRUgVLmtuyNEZUgZ8LYH%2Fuploads%2F6XbqF9RDklNp4ZbtHK1p%2FScreenshot%20From%202026-08-05%2017-45-03.png?alt=media&amp;token=2c556d9d-e472-4591-b697-92d5f2fcca63" media="(prefers-color-scheme: dark)"><img src="https://1583580785-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FVRUgVLmtuyNEZUgZ8LYH%2Fuploads%2FindExaDCOsm4ycsvpxoT%2Fimage.png?alt=media&amp;token=57a03a6c-e009-416b-adab-63be3ea8d61b" alt=""></picture><figcaption></figcaption></figure>

### Webhook Logs

* Shows integration request and response details.
* Includes method, URL, status, retries, latency, body, query parameters, and mapped response variables.

<figure><picture><source srcset="https://1583580785-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FVRUgVLmtuyNEZUgZ8LYH%2Fuploads%2FFg9D02EBEIsAHMDFu9uQ%2FScreenshot%20From%202026-08-05%2017-48-26.png?alt=media&amp;token=87e4670f-a703-420e-9698-0000089efd30" media="(prefers-color-scheme: dark)"><img src="https://1583580785-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FVRUgVLmtuyNEZUgZ8LYH%2Fuploads%2Fy7VlUW7q1vKtiNnz0j74%2Fimage.png?alt=media&amp;token=069a8630-2b9c-4dac-8e25-f9f7b183b2c1" alt=""></picture><figcaption></figcaption></figure>

### Error Trace Logs

* Shows error events with payload context.
* Helps connect user-visible issues to technical root causes.

<figure><picture><source srcset="https://1583580785-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FVRUgVLmtuyNEZUgZ8LYH%2Fuploads%2F0mRGVNzyjDnLkKOmf17y%2FScreenshot%20From%202026-08-05%2020-33-10.png?alt=media&amp;token=f4b623b4-fd23-4f74-9d99-49b3edfcd404" media="(prefers-color-scheme: dark)"><img src="https://1583580785-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FVRUgVLmtuyNEZUgZ8LYH%2Fuploads%2Fx0y4J5WtUDpi4zEmIUdD%2Fimage.png?alt=media&amp;token=e787f126-6575-481a-b87c-4dfbeff77cb6" alt=""></picture><figcaption></figcaption></figure>

***

## Call Analysis

Call Analysis provides structured post-call insights.\
Use the Re-analyze button to run analysis again after prompt/settings changes or when results need to be refreshed.

<figure><picture><source srcset="https://1583580785-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FVRUgVLmtuyNEZUgZ8LYH%2Fuploads%2FHpNjkZ95v0BLcsW9yIYF%2FScreenshot%20From%202026-08-05%2020-38-47.png?alt=media&amp;token=a8756f12-3474-4f87-b7e0-f79579550d9f" media="(prefers-color-scheme: dark)"><img src="https://1583580785-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FVRUgVLmtuyNEZUgZ8LYH%2Fuploads%2FS618dLyw4Vl8Mel72fJ1%2Fimage.png?alt=media&amp;token=31f2dee8-2e48-4e27-9675-b52ea0f50771" alt=""></picture><figcaption></figcaption></figure>

### Overview metrics

<figure><picture><source srcset="https://1583580785-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FVRUgVLmtuyNEZUgZ8LYH%2Fuploads%2Ftmzdl6CRhs8MLzO7nps8%2FScreenshot%20From%202026-08-05%2020-41-45.png?alt=media&amp;token=b943c572-2cd3-478e-af95-0205e9670d3f" media="(prefers-color-scheme: dark)"><img src="https://1583580785-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FVRUgVLmtuyNEZUgZ8LYH%2Fuploads%2F4zMzkUssPVxmPXzwZ7zr%2Fimage.png?alt=media&amp;token=70c4e29b-8f0d-47db-a507-1a33ed0d34ab" alt=""></picture><figcaption></figcaption></figure>

Field explanations:

* Total call duration: Full call length, including silence.
* Agent talk time: Total assistant speaking time.
* Client talk time: Total user speaking time.
* Silence duration: Time with no speech from either side.
* Average agent sentiment: Aggregated sentiment score for assistant speech.
* Average client sentiment: Aggregated sentiment score for user speech.
* Agent/client ratio: Speaking-time ratio between assistant and user.
* Total interruptions: Interruption summary from the call.
* First response latency: Delay before first assistant response.
* Avg agent reply latency: Mean latency across assistant responses.

### Summary and topics

<figure><picture><source srcset="https://1583580785-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FVRUgVLmtuyNEZUgZ8LYH%2Fuploads%2FM4PivzzfJvd89hdyn5fc%2FScreenshot%20From%202026-08-05%2020-46-29.png?alt=media&amp;token=5d9743c3-5fdb-47f5-9c40-ec5a01ef6110" media="(prefers-color-scheme: dark)"><img src="https://1583580785-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FVRUgVLmtuyNEZUgZ8LYH%2Fuploads%2FxTtDxQL8LMWZ5HJjvTFO%2Fimage.png?alt=media&amp;token=aecf5c15-a0e5-4854-9a14-5d8ba5df3814" alt=""></picture><figcaption></figcaption></figure>

* Call summary: AI-generated summary of the conversation.
* Call topics: Extracted discussion topics.
* Sentiment Analysis: Sentiment Analysis evaluates the emotional tone of the conversation across the call. It identifies whether the interaction is positive, neutral, negative, or mixed, and helps teams understand customer satisfaction, frustration points, and escalation risk. The output is shown in Call Analysis and can be used for QA, coaching, and trend monitoring.
* Resolution Evaluation:Resolution Evaluation determines whether the caller’s issue was resolved by the end of the conversation. It uses the transcript and context to classify resolution status and explain the likely outcome. This helps teams track first-call resolution performance, detect unresolved cases, and prioritize follow-up actions.

### Extracted and calculated fields

<figure><picture><source srcset="https://1583580785-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FVRUgVLmtuyNEZUgZ8LYH%2Fuploads%2Fi92XNNKdecPeOH6KXunq%2FScreenshot%20From%202026-08-05%2020-49-44.png?alt=media&amp;token=b8d16b25-5189-4e68-b7e7-759b3a947e97" media="(prefers-color-scheme: dark)"><img src="https://1583580785-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FVRUgVLmtuyNEZUgZ8LYH%2Fuploads%2FiDkozROsvRsmEzVnopsN%2Fimage.png?alt=media&amp;token=1c3f7d33-47e9-4882-b10e-712799f06ac7" alt=""></picture><figcaption></figcaption></figure>

* Extracted variables: Variables captured from pathway/call execution.
* Custom analysis fields: Structured values extracted from conversation logic.
* Calculated analysis fields: Derived values computed from configured formulas.
* Metadata: Extra contextual data when available.

### Timeline and recording

<figure><picture><source srcset="https://1583580785-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FVRUgVLmtuyNEZUgZ8LYH%2Fuploads%2FEonzDJpPjogAcMs1JiA4%2FScreenshot%20From%202026-08-05%2020-54-01.png?alt=media&amp;token=450477a0-a1b0-40c3-981f-2e10fde0fc7e" media="(prefers-color-scheme: dark)"><img src="https://1583580785-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FVRUgVLmtuyNEZUgZ8LYH%2Fuploads%2Fv2LYZ1DtBL6dx8XQJgF6%2Fimage.png?alt=media&amp;token=a2fdeb86-bce9-4c89-a39f-7b6912a48eb5" alt=""></picture><figcaption></figcaption></figure>

* The timeline shows the interaction in sequence, with sentiment and timing markers.
* Recording player helps correlate logs and analysis with actual audio.

#### Where to adjust analysis fields and prompts

#### Voice Agent (VA)

Go to:

* Workspace Settings > Analysis

Adjust from there:

* Call Summary Prompt
* Resolution Evaluation Prompt
* Sentiment Analysis Prompt
* Call Topics Prompt
* Analysis Factors (custom analysis fields)
* Calculated Fields
* Predefined Topics

Route:

* /workspaces/{workspaceId}/settings

#### Live Agent (LA)

Go to:

* Live Agent > Analysis

Adjust from there:

* Call Summary Prompt
* Resolution Evaluation Prompt
* Sentiment Analysis Prompt
* Call Topics Prompt
* Analysis Factors (custom analysis fields)
* Calculated Fields

Route:

* /workspaces/{workspaceId}/live-agent/analysis