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 — what’s waiting, who’s online to take it, and how today is going.
It covers today and refreshes live — the live numbers every 15 seconds, today’s counts every minute — which makes it the natural first screen of the day for supervisors and team leads.
What’s on it
The Dashboard has two tabs: Right now and By team and channel. It has no date control — it is pinned to today — and it shows levels you can act on; rates, medians and trends live in Analytics.
The Right now tab, from top to bottom:
- What to do now — the one thing to do next, with a button to do it (for example Open the oldest, Show the call queues or Review in Supervisor).
- What happens now — two big numbers, Waiting for a first reply and Waiting for a follow-up, each with how long the oldest has waited (click it to open that conversation), new conversations by age, a line of the total waiting today, how many are engaged and snoozed, and what moved in the last hour. Beside them, a flow from Inbound channels through Agent Stacks (when you have any) to Teams and Agents; click a channel, team or agent to filter the page by it. With phone activity, a Calls node opens to show missed calls not called back, open callbacks, In IVR, In queue, Calling out and On call, each queue’s wait, and today’s accepted and missed calls.
- Today so far (or Today against the forecast when Forecasting has a forecast for the filter) — today’s New, Done, Backlog change and Handovers, with conversations per hour.
- Why Agent Stacks hand over — today’s most common handover reason, with a link to Supervisor. It shows when you can open Supervisor and the workspace has Agent Stacks.
- Agents and phone lines:
- Agent status — a tile per agent. An agent reads as Free for calls, Online for text only, On a call, Wrapping up, On a break or Offline, with chat and phone presence, an active-conversation count, and how long they’ve been online. Search by name, or use the chips All, Online, On a call and Offline. Owners, team leads and any role with the “Set another agent offline, or change which phone queues they take calls from” permission get a menu on each agent with Set offline and Phone queues. Set offline takes the agent offline for both chat and phone after a confirmation; an agent on a live call can’t be set offline.
- Line coverage — each phone line shows its queues and the agents who are online on the phone and take calls from those queues. A line that nobody covers is flagged with a warning. The card is hidden for a workspace with no phone line.
The board follows every filter on the page, except the people and phone parts — the Agents column, the Calls node and Agent status — which read only the team and agent filters, and Line coverage, which reads only team. When another filter is set, the board says “Agents and calls use only the team and agent filters.”
By team and channel is the second tab: a matrix of where conversations currently stand across Active, New, Pending, Engaged, Snoozed, Done, the Agent Stack column (named after your default Agent Stack, or Agent Stacks when none is set) and Recent, broken down by channel, team and agent.
Focusing the view
One filter bar at the top applies to both tabs. On a phone, tap Filters to open it.
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 View 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 Y.
If your role does not have the View dashboard permission but has View agent status, you get a restricted Dashboard showing only Live phone activity, Agent Status and Line coverage. The standard Agent role has View agent status; a custom role has it only when you turn it on.