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Incidents

The Incidents page lists events that may affect agents, calls, campaigns or integrations. Use it to understand what happened, when the problem started, and whether it is still active.

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What incidents are

Incidents are events detected by background observers during conversations. They help the team find situations that require review, such as an agent going off topic or a caller’s speech becoming unintelligible. The page is used for triage and review. It does not change the conversation by itself; it shows the detected event and the current reaction or correction status.

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What the user sees

At the top of the page, the user sees the total number of incidents and filters:

• Search hint or type — search by the incident hint or event type.
• All agents — show incidents for a selected agent. The list holds live agents only: deleted and archived ones are gone from it.
• Any severity — filter by severity.
• Status — filter open or other incident states.
• Real calls only — exclude incidents from test calls.
• Date range — select the period to review.

Each incident row shows:

• the agent name, date, time, and call mode such as live
• the incident label and event key, such as off_topic_counter or unintelligible_speech
• the severity badge, for example high
• the observer’s hint or recommended instruction
• the reaction status, such as no correction
• whether the incident is open
• a control to open the incident details

Use the list to prioritize open high-severity incidents, understand the observer’s reasoning, and decide whether the conversation or agent configuration needs correction. Expand a row to see its full detail — actions taken, detector confidence, the trigger quote, who reviewed it, and controls to mark it resolved, flag it as a false positive, or reopen it.

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Incidents inside a call

Open a call’s details to see incidents in the context of the conversation:

• An incident sits at the very turn that triggered it — as its own block between the utterances, not in a list of its own. The block shows the incident type, the severity, the observer’s hint, and whether a correction reached the agent.
• The Background observer panel gathers all observer activity for that call: the number of checks performed, violations detected, and incidents raised, together with a timeline of every observer event during the call.

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Incident review

For each incident, review:

• the affected service or workflow
• incident severity and current status
• start time and latest update
• affected agents, calls, or campaigns
• the reason and available resolution details

Use incidents together with History & reports when investigating failed calls, delayed analytics, or webhook delivery problems.