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.
Despite the name, Monitor is not call-monitoring (listen-in on voice calls). It’s a real-time conversation-list view with filtering, flagging, and coaching workflows on top. Live voice queues and call status surface in Voice settings, 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 in real time:
- Card refresh — Active conversations every 15s, Done every 10s, typing indicators in real time
- 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 an agent starts typing a response, you see it immediately. When a conversation changes status, the card updates. When a new message arrives, it appears without any action from you.
How you build views
Each Monitor view combines filters:
- Team — Show conversations assigned to specific teams
- Agent — Filter to specific individual agents
- Channel — Email, chat, voice, SMS, WhatsApp, Messenger
- Tag — Filter by any tag
- AI Status — AI-managed, human-managed, or handed-off
- Time range — Limit to a specific period
- Language — Detected or translated language
- Specific conversation IDs — Pin specific conversations for targeted tracking
Combine as many as needed. Save the view, name it, return to it anytime. See Create a Monitor view.
Shared filter presets
Views can be saved as shared presets at the tenant level so every supervisor in your organization can use the same curated views. 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 navigates away from their default view, they receive a notification reminding them where they should be focused. 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 red 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”
- The agent sees the flag (if configured to)
- You revisit flags during 1:1 coaching sessions
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.