What is Monitor?
Monitor is Atender’s supervision hub — a real-time window into how your team is performing, designed for team leads and supervisors who need to keep a pulse on operations without micromanaging.
Think of it as a customizable command center. You build views that show exactly the conversations you care about, and Monitor keeps them updated in real time while you focus on coaching, quality, and team performance.
Monitor is a real-time conversation-list view with filtering, flagging, and coaching workflows on top. It also lets you listen in on answered phone and voice calls: the card offers Listen in on this call, and you join muted. Live voice queues and call status surface in the Live phone activity card on the Dashboard, not here.
Why Monitor exists
Not every leader needs to see every conversation. A team lead for the billing team doesn’t need voice queue chatter from another team. A supervisor onboarding a new agent wants to watch just that agent’s conversations during the first week. Monitor lets you create focused, filtered views tailored to your specific role.
What it shows
Each Monitor view is a list of conversation cards, filtered by your criteria. Cards update on Monitor’s normal refresh cadence:
- Card refresh — Active conversations every 15s, Done every 10s, with presence or ownership signals when available
- Card density — Compact / Normal / Detailed — pick how much info shows per card
- Detail panel — Click any card to read the full conversation in a right-side panel without leaving Monitor
When a conversation changes status, the card updates on the next refresh. When a new message arrives, it appears without any action from you. Monitor may show presence-based signals such as an agent replying or owning the conversation, but it does not stream live draft text or show per-row typing previews in real time.
How you build views
Each Monitor view uses one of these filter types, plus any conversations you pin to it:
- Team — Show conversations assigned to specific teams
- Agent — Filter to specific individual agents
- Channel — Email, Chat, Voice, Phone, SMS, WhatsApp, Messenger, Google Business, and other configured channels
- Tag — Filter by any tag
- AI Status — AI Managed, Human Takeover, or Needs Attention
- Time range — Limit to a specific period
- Language — Customer language detected from their messages
- Specific conversation IDs — Pin specific conversations for targeted tracking
A view holds one filter type at a time. Save the view, name it, return to it anytime. See Create a Monitor view.
Shared filter presets
Admins can create shared presets at the tenant level in Settings → Views & filters so everyone in your organization (or the teams a preset is scoped to) can apply the same curated filters from chips at the top of Monitor. Powerful for standardizing how leadership monitors operations — everyone looks at the same data through the same lens.
Default view for agents
Supervisors can set a default view that agents land on. If an agent’s filters differ from the default, Monitor shows a banner — “You’re viewing a custom filter. The standard view may show different conversations.” — with a Reset to default link. Useful for routing agent attention to the right queue.
Flagging — the coaching workflow
Monitor’s most distinctive feature: flag conversations for review. When you flag a conversation:
- A flag icon appears on the conversation card
- You add a comment explaining what you noticed — “Great de-escalation here,” “Check the tone in message 3,” “This should have been escalated sooner”
- Team Leads and Owners see the flag as a supervisor review surface
- If agent feedback is needed, you discuss it through your coaching workflows outside the agent-visible flag UI
This is the difference between abstract performance metrics and specific, actionable coaching. See Flag conversations for coaching.
Where to start
- Build your first view: Create a Monitor view
- Use it for coaching: Flag conversations for coaching
- Pair with Analytics: Agent Performance dashboard tells you the numbers; Monitor shows you the conversations behind them.