System Sentiment Overview
Written By Anand Raj
Last updated 18 days ago
Beta: System Sentiment is currently in beta. Expect ongoing improvements and new monitoring widgets over time.
System Sentiment is the centralised monitoring area for your agency's technical performance. It brings call quality, tool performance, MCP errors, and sync health into a single screen so your team can spot issues fast and act on them — either inside the agent prompts or by reporting to Kickcall support.
Call Auditing
In AI voice, call auditing is one of the most critical activities. It's impractical for a human to listen to every single call, so the system automatically tags the calls that need a closer look. Your team reviews the flagged calls under Calls Needing Audit and decides where the issue lives:
Issue in the agent prompt — fix it directly in the agent's Prompt.
Issue at the system level — report it to Kickcall support.
The agency team can open any reported call from the log and view its full Call Details — agent, business, associated records, recording, transcript, call summary and notes. Under Signals and System, every tag the system applied (for example Tool Error, Hallucination, Data Leak) is shown as a chip. Hover over any tagged keyword to read the description of exactly why the system flagged that tag on this call — so your team knows the reason without guessing.
Note: AI behaves like a human. Just as humans make mistakes and occasionally misremember things, AI agents can also make mistakes and hallucinate. The goal of auditing is to catch and correct these cases — not to expect zero mistakes.
Response Time by Tool
Kickcall agents perform read and write actions inside the connected third-party systems (EHR, EMR, PMS, etc.). The Response Time by Tool widget shows the real performance of each Integration's API — average response time and p95 — so you can clearly see which integration is fast and which one is slowing the agent down.
Note: Tool performance depends on the underlying Integration API. If any tool is consistently above a 5 second average response time or showing high latency, report it to Kickcall support.
MCP Tool Errors
MCP tools depend on the data the AI sends to the Integration during a call. Errors typically happen for two reasons:
The AI sent wrong or unaccepted data to the Integration (validation errors).
The Integration itself returned an error — heavy load, request timeout, auth failure, etc.
In either case the tool raises an error which is captured in the MCP Tool Error Map.
Note: These MCP tool errors are automatically reported to the Kickcall team. You don't need to raise a ticket for them.
Sync Logs
Kickcall syncs contact records from the Integrations connected to each business's agent. Sync runs on a periodic schedule and only for active businesses.
If a sync fails, Kickcall sends an in-app and email notification to both the agency and the business. The most common causes of failure are:
Integration API credentials expired.
The business removed the keys from the Agent-connected Integration.
Note: The first sync must be started manually from Business Portal → Integrations for the relevant Integration. After that, sync runs periodically on its own. If the first sync is missed, the agent may not be able to identify the caller or understand details like email, date of birth, or phone.