Metrics
| Metric | What it shows |
|---|---|
| Caller utterance risk level | How risky incoming messages are and how well the agent manages them |
| Total calls | Total call count during the selected period |
| Calls managed for risk | How often safety filters were triggered (count and percentage) |
| Distribution of flagged calls | Trends in flagged calls over time |
| Caller utterance category | Breakdown by hate, self-harm, sexual content, and violence |
Editing safety filters
To manage your filters, go to Configure > General in the sidebar.
- User input — catches toxic or inappropriate speech before it reaches the agent
- AI output — prevents the agent from responding with anything unsafe
Filtering categories and severity levels
Each category can be set to a different severity level:| Severity | Behavior |
|---|---|
| Safe | Label only — no filtering |
| Low | Most content allowed |
| Medium | Balanced filtering |
| High | Strict filtering |
Hate
Hate
Content that attacks or discriminates based on race, ethnicity, nationality, religion, gender identity, sexual orientation, disability, or appearance. Includes bullying, harassment, and slurs.
Sexual
Sexual
Content involving explicit anatomy, sexual acts, or romantic/erotic themes — including abusive or exploitative content.
Violence
Violence
Physical harm, threats, weapons, terrorism, and other violent acts or intimidation.
Self-harm
Self-harm
Mentions of suicide, self-injury, eating disorders, or content about hurting oneself.
Language support
Filters have been trained and tested in: English, German, Japanese, Spanish, French, Italian, Portuguese, and Chinese. Other languages are supported but performance may vary — test thoroughly in your target language.Best practices
- Test thoroughly: Always run your own tests to validate how filters behave with your content.
- Use the right level: Don’t default to High — find a balance that avoids both harm and over-filtering.
- Be consistent: If you manage multiple agents or variants, use consistent flow and function names across them to simplify reporting and comparison.
Related pages
Standard dashboard
Day-to-day performance monitoring: containment, call volume, and duration.
General settings
Configure safety filter severity levels for your project.
Conversation review
Inspect individual flagged conversations in full transcript view.