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Monitoring SAMI Bot call transfers

Track SAMI Bot call transfers, answer rate, recordings, and AI summaries on the live SAMI AI monitor.

Open in SAMI OS

When a SAMI Bot answers a call and hands it off to a live agent, the SAMI AI monitor shows you exactly what happened — who was reached, who picked up, and how the conversation went. It's a live monitor of recent transfer attempts, not a trend report, so you can spot missed handoffs as they happen.

Open the SAMI AI monitor

Head to Analytics → SAMI AI. The page opens with a row of metric cards across the top, a filter row, the Transfer attempts table, and the SAMI activity log below it.

The five metric cards summarize whatever the filters currently show:

  • Transfers — total transfer attempts in the range.
  • Answered — transfers a live agent picked up.
  • Missed — transfers no agent answered.
  • Answer rate — answered transfers as a percentage of the total.
  • Avg ring — the average time a transfer rang before it connected or dropped (shows N/A when there's nothing to measure).

The cards recalculate from the active filters, so narrowing to one bot or one number gives you that segment's answer rate — not your whole account's.

Filter the view

Use the filter row to focus the monitor. Adjust the From and To dates to set the window, then narrow with Bot (any of your SAMI Bots, or All bots), Number (a specific line, or All numbers), and Status.

The Status dropdown offers All statuses, Answered, Missed, and In progress — pick Missed when you're auditing dropped handoffs, or In progress to see live transfers still ringing. Selections apply instantly. Use Reset filters to clear everything and return to the default view.

Read a transfer attempt

Each row in the Transfer attempts table is one handoff. Work across the columns to understand it.

  1. Identify the lead and bot

    The Lead column shows the caller's name and number, and Bot shows which SAMI Bot handled the call plus when it started. From is the number the transfer came in on.

  2. Check who answered and the outcome

    Agent lists the agent the call was transferred to. Status shows a colored badge — Answered, Missed, or In progress — and Timing tells you the call or ring length (for example 42s call or 18s ring).

  3. Read the AI summary

    The Summary column carries SAMI's recap of an answered, transcribed transfer. If it reads "Summary will appear after an accepted transfer is transcribed," the recap is still processing.

  4. Play the recording

    In the Recording column, click Play to open the audio dialog and listen to the handoff. Rows without audio show No recording instead.

A run of Missed rows on one number usually means agents aren't reachable at transfer time. Compare it against call volume in Analytics to decide whether routing or staffing needs a change.

Scan the SAMI activity log

Below the table, the SAMI activity log lists recent bot actions — calls, texts, and other handling — each with an icon, the bot name, a short description, the associated lead, and a timestamp. It's a quick way to confirm your SAMI Bots are working leads between transfers. The same filters drive this log, so it always reflects the view you've set above.

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Last updated 2026-06-21

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