Observability & Reporting

​

In-dashboard metrics

​

Real-time

• Active calls (currently connected)
• Calls in the last hour, broken down by agent
• Today’s totals (inbound, outbound, transferred, voicemail)

​

Historical

• Calls per day over the selected time range
• Average call duration
• Transfer success rate
• AI resolution rate (calls that didn’t transfer)
• Average wait-to-answer time
• Cost per call (if billing is per-minute)
• Per-agent performance comparisons

​

Call record detail

• Start time, duration, outcome (completed, transferred, voicemail, failed)
• Direction (inbound or outbound)
• Phone numbers involved
• Full transcript
• Audio recording (if enabled)
• AI-generated summary
• Sentiment tagging (positive, neutral, negative, flagged)
• Tools invoked during the call
• Transfer target if transferred

​

Webhooks

​

Event types

​

Webhook payload shape

{
  "event": "call.ended",
  "tenant_id": "YOUR_WORKSPACE_ID",
  "timestamp": "2026-04-22T10:34:22Z",
  "data": {
    "id": "CALL_UUID",
    "agent_id": "AGENT_UUID",
    "agent_name": "Sarah",
    "from": "+27821234567",
    "to": "+27872500100",
    "duration_seconds": 47,
    "direction": "inbound",
    "outcome": "completed",
    "transferred": false
  }
}

​

Delivery guarantees

• Retried on 5xx responses up to 3 times with exponential backoff
• Idempotency key in every payload so you can deduplicate
• HMAC signature header for verification
• Dead-letter queue for repeatedly failing webhooks (inspectable via admin UI)

​

Call detail record export

• Dashboard: Analytics then Export
• API: GET /v1/calls with date range
• Scheduled email delivery: configure under Settings then Exports

​

SIEM integration

​

Supported formats

• Syslog (RFC 5424)
• JSON over HTTPS (with HMAC signature)
• AWS CloudWatch Logs (cross-account role)
• Splunk HEC
• Datadog logs

​

Events forwarded to SIEM

• User logins (SmartAlex dashboard auth events)
• Configuration changes (agents, trunks, extensions)
• Credential lifecycle events
• Role and permission changes
• Data export requests

​

Grafana and custom dashboards

• smartalex_calls_total{agent,outcome,direction}
• smartalex_call_duration_seconds{agent} (histogram)
• smartalex_transfers_total{agent,outcome}
• smartalex_trunk_registered{trunk}
• smartalex_trunk_active_calls{trunk}
• smartalex_api_requests_total{endpoint,status}

​

Per-number diagnostics

• Phone number status: Active or Inactive
• Agent assigned: yes / no / which
• Voice platform registered: yes or no (Native Extension Mode trunks show registration state)
• Telephony credentials: valid / missing / not applicable (skipped for Native Extension Mode numbers, there are no per-number credentials there)
• Agent voice provider configured

​

Audit trail access

​

What SmartAlex cannot observe

• We don’t see your PBX logs. If a transfer failed because your PBX rejected it, the failure is visible in your PBX logs, not ours.
• We don’t see your carrier CDRs. Carrier-level call data is with your carrier.
• We don’t see internal extension-to-extension calls. Those never touch our platform.

​

Troubleshooting observability itself

​

Next steps