Viki spends most of her day on the phone with your drivers so you don't have to be. She calls to confirm tomorrow's shifts, to coach a driver on a Netradyne safety event, to walk through a negative customer feedback incident, to handle HR paperwork, and to screen job applicants. Drivers call her back too, and inbound calls count just as much. The percentage of that work that actually gets closed out is your call compliance.
Where the calls show up
Viki's Activity (under Viki in the sidebar) is the master list. Three cards sit at the top — Compliance, AI Calls, and Blocked Actions — and below them is a row per task Viki was given. The date range starts on the last three days; widen it with the date picker, narrow the list with the All / Drivers / Managers toggle, and press Refresh for the latest.
The Task column tells you what the call was about — Shift Confirmation, Netradyne Alert, Negative Feedback, HR Incident, HR Signature, Job Application, General Inquiry. Status shows where it stands: Waiting for call, Dealt with, Confirmed, No response, Awaiting coaching, Pending signature, Completed. Blocked flags tasks Viki couldn't even attempt, and the reason is almost always Missing phone number — fix those first, because a driver with no number on file can never be compliant.
The Interactions column is the good part. Each dot is one attempt, in order: Outbound call, Inbound call, SMS sent, Voicemail left, No answer, or Driver offline when a walkie-talkie call couldn't reach the app. Click to see the list with timestamps.
Listening to a call and reading the transcript
Any call dot is clickable — the hint reads "Tap to view transcript." Clicking opens a panel on the right with three parts: Conversation Details (name, phone number or modality, start and end times, duration, direction), Call Audio with a player for the recording, and Transcript, the full back-and-forth with Viki's lines and the driver's labeled. If it says "No recording available" or "No transcript available," the call ended before anything was captured — usually a voicemail or an unanswered ring.
For a single driver, open their profile and use the Viki Interactions tab: the same table and detail panel filtered to that person, with a Call type filter so you can pull up only their Netradyne callbacks, say. The stat cards above the tabs show their Viki completion rate, Netradyne callbacks, and schedule confirmed percentage for the range.
What call compliance measures
Compliance is the share of calls Viki was asked to make that reached a resolution instead of dangling. What counts as resolved depends on the category:
Netradyne Calls — of the alerts that reached a driver, the ones where coaching happened or the driver disputed the event. Alerts still waiting for a callback are the misses.
Quality Calls — of the coaching sessions raised from a negative feedback report, the ones marked completed.
Incident Calls — of the HR incidents set to be handled by voice and text, the ones where the call completed.
Shift Confirmations — of the drivers Viki actually contacted, the ones who answered one way or the other.
Drivers Viki hasn't tried to reach yet aren't counted against you.
The compliance page
Go to Viki → Compliance to see it over time. The chart is labeled Trailing 7 Day Compliance: every point is the percentage for the seven days ending on that date, so one ugly day doesn't whipsaw the line. The date range defaults to the last thirty days, and the Categories dropdown plots All Calls on its own or breaks it out — you'll only see the categories your account has turned on.
Three cards sit beside the chart. Today's Compliance is the live figure for today. Today's Missing Calls and 7 Day Missing Calls count the calls still unresolved — alerts waiting on a callback, incidents awaiting their call, coaching sessions still pending, drivers who never responded. That's your follow-up list. While the range includes today, the page refreshes itself every ten minutes.
The same picture appears on your home page in the Agent Compliance card — last seven days, with the overall number and how it moved against the day before.
Compliance per driver
Under Performance → Drivers, the Team Performance tab includes an Agent Call Compliance ranking — every driver with their percentage, plus a CSV export. Individual Performance breaks the same measure out week by week alongside shift confirmation rate. At the driver level it counts their Netradyne callbacks, negative feedback coaching, and HR incident coaching; a driver with none of those in the period shows 100 percent rather than a blank.
Settings that shape the calling
The one calling schedule you control yourself is for shift confirmations, under Settings → Shift Confirmations, where the AI Agent Settings set the calling window, the number of reminders, the gap between them, and the timezone everything is anchored to. Netradyne coaching volume is governed by Settings → Integrations → Netradyne Alert Coaching, where the severity per alert type decides which events are worth a call at all — coach more event types and your call count rises, so give compliance a week to settle after a change.
Viki's other work sits alongside this: Admin Tasks collects what she needs a human to resolve, and her notifications and in-app assistant have their own articles.