The Dashboard
The Dashboard is Atender’s home surface — the real-time pulse of your support operation. You open it to answer one question fast: how are we doing right now — today’s volume, what’s waiting, how quickly you’re responding, and who’s online handling it.
It covers the last 24 hours and refreshes live, which makes it the natural first screen of the day for supervisors and team leads.
What’s on it
Some workspaces have a visible dashboard version toggle, labelled V1 and V2 (Beta). In those workspaces, Atender opens the New Dashboard / V2 by default. Use the toggle to switch between the newer V2 experience and the classic Dashboard cards.
New Dashboard / V2
The V2 Dashboard has exactly two tabs: Right now and Where it sits. It has no date control — it is pinned to today and refreshes every minute — and it deliberately shows only levels you can act on, never rates or medians; those live in Analytics.
Live operational monitoring is the band at the bottom of the Right now tab:
- Engagement — your open conversations split by lifecycle: the three big numbers New, Pending and Engaged, with Active and Snoozed below. Unlike the Classic Dashboard engagement card, this one is levels-only — it does not show the median or p95 time-to-engagement.
- Queue snapshot — a
Realtimecount of conversations waiting on a reply, by Channel, with Waiting and Avg wait columns. - Live phone activity — four
Realtimetiles, In IVR, In queue (with the longest current wait), Ringing and On call, plus a Waiting by queue breakdown and a Today footer of accepted and missed calls. The whole card hides itself when there is no live and no same-day phone activity. On the Dashboard, missed means unanswered non-callback calls that reached a queue; it excludes callers who hung up in the IVR and failed or expired callbacks. Historical phone breakdowns live under Analytics → Phone. - Agent Status — a tile per agent. An agent reads as Available, On a call, Wrapping up (the post-call wrap state, easy to miss) or Offline, with per-channel presence, an active-conversation count, and how long they’ve been online. The filter chips above it are All, Online, In Call and Offline.
This band reads only the team, agent and channel filters. Any other filter set on the page — market, priority, tag, status, SLA policy — is not applied to it, and the Dashboard says so in a note above the band.
Where it sits is the second tab: a matrix of where conversations currently stand across Active, New, Pending, Engaged, Snoozed, Done, Alia and Recent.
Classic Dashboard / V1
The Classic Dashboard has two tabs: Overview and Breakdown.
Overview
- Key metrics — four headline KPIs for the day: Touched today, Open Conversations, Avg First Response, and SLA Compliance. Hover the info icon next to any metric for its exact definition.
- Engagement — your open conversations split by lifecycle stage, plus median and p95 time-to-engagement.
- Queue snapshot — a realtime count of conversations waiting on a reply, grouped by channel.
- Live phone activity — current call activity, shown when there is relevant live phone activity, such as accepted calls or missed queue abandonments. On the Dashboard, missed means unanswered non-callback calls that reached a queue; it excludes callers who hung up in the IVR and failed or expired callbacks. Historical phone breakdowns live under Analytics → Phone.
- Agent Status — a tile per agent showing who’s Available, On a call, or Offline, with per-channel presence (chat and phone), an active-conversation count, and how long they’ve been online. Search by name, or filter to All / Online / In Call / Offline.
- Channel Performance — active, total, and average response time per channel (email, chat, phone, SMS, WhatsApp, Messenger, and more).
- Top Agents — conversations handled, resolved, and average resolution time.
- Recent Activity — a live feed of what’s happening in the inbox.
- Hourly Volume Pattern — a bar chart of conversation volume across the 24 hours of the day.
- Top Topics, Popular Tags, and Tag Performance — what customers are contacting you about: topic counts with resolution and SLA rate, a tag cloud sized by frequency, and per-tag resolution times with a by-channel split.
Breakdown
A live matrix of conversation counts — Active (split into New, Pending, Engaged), Snoozed, Done, Alia, and Recent — broken down by channel, team, and agent. Most cells are deep links: click a number and you land in the inbox filtered to exactly those conversations.
Focusing the view
Click the filter icon (top right) to scope the whole Dashboard to specific teams, agents, or channels. Every card updates to match, and active filters show as pills next to the title. You can save a filter combination under a name and re-apply it with one click — useful when you supervise more than one team and switch between them.
The refresh button re-fetches everything on demand.
Dashboard vs. Analytics vs. Monitor
- Dashboard — “How are we doing right now?” — today’s pulse, at a glance
- Analytics — “What’s been happening, and why?” — historical, aggregated reporting with filters, AI Insights, and custom charts
- Monitor — “Which live conversations need my attention?” — supervising individual conversations as they happen
Start on the Dashboard; drill into Analytics when a number needs explaining, and into Monitor when a conversation needs intervening in.
Getting there
Dashboard access depends on your role’s analytics dashboard permission.
If your role has access, you can get there in any of these ways:
- Navigate to Dashboard in the app (the
/dashboardroute). - Open the command palette and choose Go to dashboard.
- Keyboard shortcut: press G, then H.
If your workspace has the V1 / V2 dashboard toggle, the /dashboard route opens the New Dashboard / V2 by default. Use the toggle on the Dashboard to switch to V1 or Classic when you need the classic Overview, Breakdown, and card layout.
If your role does not have the analytics dashboard permission, Atender redirects you to the inbox instead.