Admin Can See Every Active Call in Real Time
A Live tab in the admin portal shows the current Retell call — who is calling, which agent they are speaking to, what the AI knows, and a live transcript. Admin can intervene if needed.
Full Visibility Into Every Active Call
EEK's admin portal now includes a Live tab that shows every active Retell call in real time. The admin team can see who is calling (name, if known from the job record), which AI agent is handling the call, what dynamic variables the agent has loaded (job status, vehicle details, relevant context), and a streaming transcript of the conversation as it happens.
If an unusual situation arises on a call — an edge case the AI is not handling optimally, a caller who needs immediate human escalation, or a call that reveals a system issue — the admin team can identify it immediately and intervene through the available channels.
For Customers in Complex Situations
Most calls are handled end-to-end by the AI without any need for admin involvement. But for the rare cases that fall outside standard parameters — severe contamination with unusual circumstances, a dispute that starts on an inbound call, a caller in genuine distress — the live view means the admin team is watching and can act. No customer falls through the cracks because nobody was paying attention.
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