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Create a Monitor view

Build a filtered Monitor view tailored to your supervision focus — your team, an agent under coaching, a specific channel, a tag. Save it and optionally set it as the default you land on.

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Create a Monitor view

Build a filtered view of conversations that matches your supervision focus. By the end you’ll have a saved view that loads with the right filters every time, and you’ll know how to set it as your default view.

Before you start

  • Supervisor or admin permissions on Monitor
  • A clear answer to “what conversations do I want to see in real time?” — typically tied to your team, the agents reporting to you, or a quality-focus area

Steps — single-supervisor view

  1. Open Monitor.
  2. Open the view dropdown and click Create new view (or Create View if you have no views yet).
  3. Name the view descriptively. Good names follow patterns like:
    <Team> — Active
    <Agent> coaching watch
    <Channel> overflow check
    Tag: <tag> — needs eyes Avoid Default, Test, Untitled — six months later, you’ll wonder what these meant.
  4. Pick a Filter Type — each view uses one. The most common:
    By Team — Customer Support (or whichever team you supervise)
    By Agents — pick a specific agent for a focused watch
    By Channel — leave empty for all channels, or scope to one (Web chat for live-chat supervision, Phone or Voice for calls)
    By Tags — useful for quality-focus views (for example Escalated to watch escalations, urgent to watch hot conversations)
    By AI Status — pick Human Takeover to watch conversations an agent has taken over from the AI, AI Managed for AI-handled ones, or Needs Attention
    Time-based — shows conversations started within a recent window, from Last 15 minutes to Last 7 days To keep done conversations visible for a while, set Show done conversations for.
  5. Click Create View.
  6. Pick card density from the toolbar: Compact (more conversations visible), Normal (balanced), Detailed (richer per-card info). The choice is saved to the view.

The view appears in your Monitor view list and loads instantly when selected.

Monitor views are personal: each view belongs to the member who created it and appears only in their own view list. To give other supervisors the same view, each of them creates it with the same filters.

Set your default view

To make a view your own default:

  1. Build or open the view you want to land on when you open Monitor.
  2. Open the view options menu (⋯) in the Monitor toolbar.
  3. Click Set as default.
  4. Confirm the Default view updated message.

Monitor opens to that view for you. This setting only affects the member who set it — it doesn’t change anyone else’s default view.

This is useful when you have a queue or workload you check first every day, such as your team’s active conversations, escalations, or a channel-specific view.

Common view patterns

  • Whole-team live view — Team = <my team>
  • Coach watch on a single agent — Agent = <the agent>
  • Channel-specific supervision — Channel = Web chat (or whichever)
  • Voice/telephony supervision — Channel = Phone or Voice
  • Escalations only — Tag = Escalated
  • Human takeover watch — AI Status = Human Takeover
  • First-time customers — Tag = first-contact
  • Premium tier only — Tag = VIP (assuming VIP-routing automation tags accordingly)

Verify it worked

Open the view. Confirm:

  • The number of conversation cards roughly matches your expectation
  • The cards refresh in real time (watch one for 30 seconds; new messages should appear)
  • Clicking a card opens the right-side detail panel
  • Filters persist across page refreshes when the view is selected

Editing and deleting

  • Edit a view’s filters anytime — open the view, choose ⋯ → Edit view, change filters, and click Save. Changes apply immediately.
  • Delete a view from the view options menu (⋯ → Delete view, then confirm Delete).

Troubleshooting

  • Symptom: View shows zero conversations even though you know there are matching ones. Fix: Check the view’s filter type and selections in Edit view — a view uses one filter type, and only conversations that match it appear. Widen the selection (more teams, agents, channels or tags, or a longer time window) to find what is excluding them.
  • Symptom: Real-time updates seem slow or stale. Fix: Refresh intervals are 15s for active conversations, 10s for done. Faster than that requires opening the conversation detail directly. If the cards aren’t updating at all, network connectivity or browser tab inactive — both cases auto-resume on reactivation.

See also

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