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 share it across other supervisors and set it as the default for agents.

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. Click New view (or the equivalent — typically a + icon next to the view tabs).
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. Add filters:
   Team — Customer Support (or whichever team you supervise)
   Agent — leave empty for the whole team, or pick a specific agent for a focused watch
   Channel — leave empty for all channels, or scope to one (Web Chat for live-chat-focused supervision)
   Tag — useful for quality-focus views (Escalated to watch escalations, urgent to watch hot conversations)
   AI Status — pick Human-managed if you only want to watch agent-handled conversations, or Handed off to focus on AI handoffs
   Time range — defaults to current activity; set to a recent window for retrospective views
5. Pick card density: Compact (more conversations visible), Normal (balanced), Detailed (richer per-card info).
6. Save.

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

Steps — shared preset for the whole supervisor team

Same flow, with one extra step:

1. Build the view (as above).
2. Toggle Share as preset on save (or open Settings → Views → mark this view as shared).
3. Save.

The shared view appears in every supervisor’s Monitor view list. Useful when you want consistency:

• “Everyone watches Premium Tier — Active daily”
• “All team leads use Escalated — Last 24h for the morning standup”

Shared views are managed centrally — only their original creator (or admins) can edit them.

Steps — set a default view for agents

For agents, not supervisors:

1. Build a view scoped to the conversations agents should focus on (e.g., My Team — My Conversations, filtered to the agent’s team and to Agent = <self>).
2. In view settings, mark it as the agent default.
3. Agents will land on this view when opening Monitor. If they navigate away to a different view, they get a notification reminding them where they should be.

This is useful for routing agent attention to a specific queue or workload — e.g., a triage team default-viewing the un-tagged conversation list.

Common view patterns

• Whole-team live view — Team = <my team>, AI Status = Human-managed
• Coach watch on a single agent — Agent = <the agent>
• Channel-specific supervision — Channel = Web Chat (or whichever)
• Escalations only — Tag = Escalated
• AI handoff queue — AI Status = Handed off
• First-time customers — Tag = first-contact
• Long-running conversations — Time range = “older than 7 days”, Status = active
• 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, change filters, save. Changes apply immediately.
• Delete a view from the view list (right-click the tab → Delete, or Settings → Views → remove).
• Deleting a shared preset removes it for all supervisors. Be careful with shared views.

Troubleshooting

• Symptom: View shows zero conversations even though you know there are matching ones. Fix: Check filter combinations — they’re AND-ed together. A view filtering Team=X and Tag=Y and Channel=Z shows only conversations matching all three. Loosen filters one at a time to find the over-restrictive one.
• 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.