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Calls Dashboard

The Calls Dashboard provides real-time visibility into active calls and recent call history across positions. This helps supervisors and/or dispatchers monitor calls for QA, identify situations requiring intervention, and review center activity.

Written by Trish Griffin
Updated this week

Instructional Video

Active Calls

Active calls appear in a real-time table with:

  • Position

  • Logged-In User

  • Incident Time

  • Summary

  • Weapons/Hazards

  • Active Guidecard

  • Notification icon showing any active notifications

  • Playback button to listen in live

  • An expand button that allows the user to open that call

Real-time updates:

  • Summary updates as more information is learned

  • Weapons/Hazards appear when mentioned

  • Active Guidecard updates if call-taker switches

  • Calls move from Active to Recent after they end

Recent Calls

Recent calls show the last 24 hours. They refresh automatically and can be opened for transcript/playback.

Toggle Simulation Positions

You can show/hide simulation calls to focus on live operations.

Opening Calls from the Dashboard

Supervisors can open any call to:

  • View transcript (live or recorded)

  • Listen to playback

  • Review Guidecards and answers

  • Review activated assistants

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