Live Monitoring

Overview

Call History is your central hub for browsing, searching, and analyzing every call that flows through Roark. Each call is automatically transcribed and analyzed the moment it arrives.

Getting Calls Into Roark

Via Integration

Connect a voice platform — Vapi, Retell, LiveKit, or Pipecat — and calls sync automatically. See Integrations for setup guides.

Via API

Upload a call recording using the Node.js or Python SDK:

const call = await client.call.create({
  recordingUrl: 'https://example.com/recording.mp3',
  startedAt: '2024-01-15T10:00:00Z',
  interfaceType: 'PHONE',
  callDirection: 'INBOUND',
  agent: { name: 'Support Agent' },
  customer: { phoneNumberE164: '+15551234567' },
  properties: { department: 'sales' },
})

Once created, the call appears in Call History and is automatically analyzed.

What You See Per Call

Each call opens into a detailed view with the following tabs:

Overview — AI-generated summary, key stats (duration, direction, status, end status), participants, and labels
Transcript — Speaker-diarized conversation with timestamps, tool call annotations, and sentiment overlay
Metrics — All collected metric values organized by package (call-level, segment-level, turn-level)
Properties — Custom metadata passed with the call, filterable and searchable
Tools — All tool/function invocations with inputs, outputs, and error details

You can turn real calls into customer flows — when creating a flow, choose From your calls and Roark drafts the flow from the conversations you pick.

Filtering and Search

Find exactly what you need:

Full-text transcript search across all calls
Filters — duration, end status, call type (live vs simulation), agent, labels, analysis status, and custom properties
Saved views for quick access to frequently used filter combinations

Deep Linking with URL Parameters

Share filtered views or link directly to relevant calls from external systems using URL query parameters. Custom properties can be filtered using dot notation:

/org/{org-slug}/{project-slug}/calls?props.{property_name}={operator}{value}

Supported Operators

Operator	Description	Example
`=`	Equals (default)	`props.status=completed`
`!=`	Not equals	`props.status=!=failed`
`>`	Greater than	`props.count=>10`
`>=`	Greater than or equal	`props.count=>=10`
`<`	Less than	`props.count=<5`
`<=`	Less than or equal	`props.count=<=5`
`contains:`	Contains	`props.customer_name=contains:John`
`starts_with:`	Starts with	`props.region=starts_with:us-`

Examples

# Filter by exact match
/calls?props.simulation_run_id=abc-123

# Filter by contains
/calls?props.customer_name=contains:John

# Filter by not equals
/calls?props.status=!=failed

# Filter by numeric comparison
/calls?props.attempt_count=>3

# Combine multiple filters
/calls?props.simulation_run_id=abc-123&props.region=starts_with:us-

Direct Call Linking

When a filter returns only a single matching call, Roark automatically opens that call’s detail view. This enables direct deep linking to specific calls using unique identifiers:

# Link directly to a specific call using a unique custom property
/calls?props.custom_call_id=abc-123

This is particularly useful when you store your own call identifiers and want to link from external systems directly to the call details without an intermediate list view.

Use Cases

Direct call access — Link to a specific call using a unique identifier (e.g., custom_call_id); the call opens automatically when only one match is found
External system integration — Link from CRMs, dashboards, or internal tools directly to relevant calls
Bookmarks — Save filtered views for quick access to specific call subsets
Team sharing — Share pre-filtered views with teammates for collaboration

Collecting More Metrics

Roark automatically analyzes transcription, speech patterns, and sentiment for every call. To collect additional metrics — like custom LLM evaluations, compliance checks, or business KPIs — configure metric collectors or test metrics in Studio. Available out-of-the-box analysis includes:

Sentiment tracking and 64+ emotion detection
Interruption and overlap detection
Speech pause and silence analysis
Vocal cue detection (raised voice, frustration, etc.)
Repetition detection

What’s Next

Custom Metrics

Define custom metrics for your calls

Policies

Automate metric collection

Reports

Build analytics from call data

Dashboards

Organize reports into views

Getting Started

Observability

Metrics

Simulations

Recipes

Integrations

SDKs & Libraries

Resources

Overview

Getting Calls Into Roark

Via Integration

Via API

What You See Per Call

Filtering and Search

Deep Linking with URL Parameters

Supported Operators

Examples

Direct Call Linking

Use Cases

Collecting More Metrics

What’s Next

Custom Metrics

Policies

Reports

Dashboards

​Overview

​Getting Calls Into Roark

​Via Integration

​Via API

​What You See Per Call

​Filtering and Search

​Deep Linking with URL Parameters

​Supported Operators

​Examples

​Direct Call Linking

​Use Cases

​Collecting More Metrics

​What’s Next

Custom Metrics

Policies

Reports

Dashboards

Overview

Getting Calls Into Roark

Via Integration

Via API

What You See Per Call

Filtering and Search

Deep Linking with URL Parameters

Supported Operators

Examples

Direct Call Linking

Use Cases

Collecting More Metrics

What’s Next