For: Operator Admins and Managers with permission to view reports.
Driver Support shows how your Driver Support line is performing. You can see how many calls the voice AI agent resolved, read each call, and control what the agent may do.
What is Driver Support?
Monta can run a Driver Support line for you. Drivers call a number that carries your brand. A voice AI agent answers first and hands over to a human teammate when it cannot resolve the problem.
The Driver Support page in Hub has four tabs:
- Dashboard — call volume, the share handled without a human, and how that is trending.
- Categories — what drivers called about, by category and sub-issue.
- Inbox — the calls themselves, with the agent's summary and the full transcript.
- Configure — what the agent can do, and the settings you control.
How do I open Driver Support?
Driver Support is in early access.
- In the sidebar, select EMP / Fleet, then Driver Support.
The page opens on the Dashboard tab.
If your account does not have the Driver Support service, the page shows Driver Support is not switched on for this account. Talk to your Monta contact to set up the service. Select Try AI support to try the AI agent demo.
Who can see Driver Support?
You need permission to view reports to open Driver Support. This gives you the Dashboard, Categories and Inbox tabs.
The Configure tab also needs permission to view operator details and plans. Without it, you do not see the Configure tab.
How do I read the Dashboard?
- Open Driver Support and select the Dashboard tab.
- Under Date range, select Day, Week, Month, Year or Custom.
- For Custom, enter a From and To date.
Month is selected by default and shows the last 30 days. Day, Week, Month and Year end at the current moment, so Month never opens on a nearly empty calendar month. Custom runs to the end of the To date.
Calls, Handled without a human, Median handle time and Unresolved compare the range with the period of the same length just before it:
- Calls — how many calls Driver Support received.
- Handled without a human — the share of calls the agent resolved on its own.
- Median handle time — the typical length of a call.
- Deflection — how far the handled share moved across the range, in percentage points.
- Unresolved — calls not yet marked as resolved.
A dash (—) means there is nothing to measure. A quiet period shows a dash rather than 0%.
Deflection — handled without a human plots the handled share across the range.
Top issue categories ranks what drivers called about. Select a category to open the Inbox filtered to those calls.
Which locations generate the most contacts?
This card ranks your locations by the calls they generate. It only counts calls that were linked to a specific EVSE. The card states how many calls that covers.
- Select Total contacts to rank locations by call volume.
- Select Per EVSE to rank by calls per EVSE. This lets a location with one repeatedly failing EVSE outrank a large, busy location.
The ranking needs at least five locations with three or more calls each. If you have fewer, widen the date range.
How do I see what drivers call about?
- Open Driver Support and select the Categories tab.
- Open a category to see the sub-issues under it.
- Select a sub-issue to open the Inbox filtered to those calls.
Each row shows Calls, Share, Trend and Handled without a human for the date range.
Below the breakdown, Who handled it splits calls between Monta AI and Human teammate. When drivers call shows calls across five parts of the day, in your local time.
The Categories and Inbox tabs use the date range you set on the Dashboard.
How do I read a call?
- Open Driver Support and select the Inbox tab.
- Search by a word in the summary, category or transcript.
- To narrow by who handled the call, select All, AI only or Human.
- Select a call in the list.
The detail pane shows:
- Handled by — Monta AI or Human teammate.
- Handle time — how long the call took.
- Status — Resolved or Unresolved.
- Outcome — how a call with the agent ended. Hover over the badge for an explanation.
- Summary — the agent's summary of what the driver asked and what it did.
- Transcript — the full conversation, turn by turn.
Beside the call, you see the EVSE the call was about, its account, and the report's activity log. Select a value to open the EVSE, the charge session, or the location.
If you arrived from a category, select Clear category: [category name] to see all calls again.
What do the outcomes mean?
Calls handled by a human teammate do not show an outcome.
How do I configure the agent?
- Open Driver Support and select the Configure tab.
- Read What the agent can do to see the actions the agent takes for drivers.
Let the agent reboot an EVSE
Rebooting an EVSE is the only agent action you control. Everything else the agent does is read-only or reversible.
- Under The one thing you can turn off, switch Let the agent reboot an EVSE on or off.
The change saves straight away. With the switch off, the agent hands a driver with a faulted EVSE to a teammate.
Change the welcome message
- Under Welcome message, edit the text.
- Select Save.
You see Agent configuration saved when the change is stored. Select Discard to undo unsaved edits.
Custom instructions
Custom instructions add a short, fixed note to the agent's instructions, such as a policy, a seasonal note, or a fact drivers often ask about. They cannot change the agent's name, voice, tone or guardrails.
You can read the custom instructions on the Configure tab, but you cannot edit them. To change them, contact Monta.
Good to know
- Holding accounts. Dashboard, Categories and Inbox follow the accounts you select in Hub. Configure always shows your own operator's agent settings.
- Satisfaction ratings. A call shows a satisfaction rating only when the driver gave one.
- Shared links. The tab, date range, filters and open call are kept in the page link. You can send the link to a colleague.
- Early access. Driver Support may change between releases while it is in early access.
Related articles
- Control how new features roll out with Release channel
- Remote actions drivers can trigger on a charge point
- How do I use Alert monitoring in Monta Hub?