Embedded Files
FAQs
Below are a few frequently asked questions and troubleshooting tips for Monitor users.
Use the button below to access more FAQs in the Help Section of Monitor.
How does Monitor work?
How does Monitor work?
Our software inspects the text the users enter into their devices (including text the users delete and text before it is encrypted). When a potential risk is detected, Monitor captures and stores a screenshot of the users’ screen, and reviews the risk to see if it meets the criteria for our Human Moderation review. Human Moderators review the screenshots and text captures to verify the Events in Monitor.
Your school’s Safeguarding (or Limited Safeguarding) Contacts receive Alert notifications about high-risk Events by phone and email. Your school’s Safeguarding Contact can also customize the Alerting Profiles for the Safeguarding Contacts supporting different Groups of users at your school. In addition to the Alert notifications, your Safeguarding Contacts can log in to the Monitor Portal to view all Events, including Events that did not meet your email notification preferences.
What does the Moderation team look for in each category for levels 1-5?
What does the Moderation team look for in each category for levels 1-5?
The Moderation team assess alerts that reach the the AI's criteria for human review. Each category is defined by risk levels from 1 (lowest risk) to 5 (highest risk). An event is first reviewed and assigned a risk level by AI. If the event reaches or exceeds the levels below, the event will be reviewed for a second time by our moderators:
Bullying 2-5
Violence 2-5
Sexual Content 2-5
Offensive User 3-5
Oversharer 3-5
Terrorism/Extremism 1-5
Grooming 1-5
Vulnerable Person 1-5
During the second review by our Human Moderation team, the moderator will review the message that triggered the event as well as what the student had typed in the 6 hours leading up to the event to review the context. The moderator will then be able to adjust the level and category and provide their moderation notes. The moderator will be able to assign any level of risk to the events they review and the event will be delivered to the customer. If the event meets the criteria for an emergency call, calls will be made to the appropriate phone tree as well.
Here are the risk level guidelines for each category:
Bullying Risk Levels
Offensive Risk Levels
Sexual Content Risk Levels
Vulnerable Person Risk Levels
Oversharer Risk Levels
Grooming Risk Levels
Terrorism/Extremism Risk Levels
Violence Risk Levels
General Risk Levels
When do the moderators make phone calls?
When do the moderators make phone calls?
Why don't I see a screenshot for every capture?
Why don't I see a screenshot for every capture?
Screenshots are not always available because our moderating artificial intelligence requests these and this happens approximately 10% of the time. However, you can see the captured text, which gives you a good indication of what the student was typing that triggered an alert.
For more information
Is the users’ private data safe in Monitor?
Is the users’ private data safe in Monitor?
Yes. We protect the privacy of all users’ data by strictly restricting the use of the data to Monitor. Our Privacy Policy details our legal compliance with legislation in Australia and New Zealand, the United Kingdom, and the United States. We even have a simplified version of our Privacy Policy for children who want to know about the privacy of their data.
How long is data retained?
How long is data retained?
The encrypted data (including screenshots, text, and redacted text) are stored for 15 months and then automatically, permanently deleted.
Can I request all message captures for an individual that are not available in my Monitor Dashboard?
Can I request all message captures for an individual that are not available in my Monitor Dashboard?
What data is available upon request? Why may I need this data?
On rare occasions, districts may find themselves needing to pull all data available on a student due to an investigation. Within the Monitor dashboard, the data available is limited to only delivered event data, but the Monitor application does store all message captures from users in order to be used for contextual capture data. Contextual captures are stored and delivered if a user triggers a Monitor event and the contextual captures in the 6 hours leading up to the event can be used to paint a clearer picture.
Although the Monitor dashboard only shares contextual message captures that are within the 6 hour period of an event, the message captures are stored in Monitor for 15 months and can be delivered through a requested report.
Common reasons people request all message capture data can be but are not limited to:
a run away student
police investigation of a crime involving a student
bullying investigation
Report Request Options
Rapid Information for a Student Emergency (RISE)
You should start the RISE process in an emergency situation when a student’s safety or wellbeing is at serious risk or if law enforcement agencies are involved. This type of request is urgent, due to police involvement, crime, student endangerment, or another time-sensitive emergency.
The report is intended to be received within approximately 1 hour, but under some circumstances may take longer.
To request this report, review this article to see what information is needed to complete the request and complete the linked form to submit your urgent request.
Non-Urgent Student Information Request
The Non-Urgent Student Information Request applies to non-emergency situations where you need additional information on a student or about an event that occurred in a certain period. For instance, if a student is accused of bullying, you can verify this claim by reviewing relevant information from Monitor, including captures of inappropriate entries on a certain day.
The report will be shared with you within one business day, but under some circumstances may take longer.
To request this report, review this article to see what information is needed to complete the request and complete the linked form to submit your urgent request.
What do I do if I do not agree with how an event was categorized or leveled?
What do I do if I do not agree with how an event was categorized or leveled?
All Monitor events go through two rounds of review before being delivered to our users. The first review is complete by our AI to determine if there is a potential risk that would need to be reviewed by our Human Moderation Team as well as assigning a risk category and level based on the singular message capture that triggered the event. The second review is conducted by our Moderation Team to review what the AI detected within the context of the users history in the 6 hours leading the the event. The moderators will then reassign a risk level and category if necessary and provide a brief summary of what happened in the moderation notes.
Although our Monitor events go through these two reviews, in rare occasions, a mistake can be made. To determine if a mistake may have been made, review the definition of the risk level and category of your event in the articles linked below:
Bullying Risk Levels
Offensive Risk Levels
Sexual Content Risk Levels
Vulnerable Person Risk Levels
Oversharer Risk Levels
Grooming Risk Levels
Terrorism/Extremism Risk Levels
Violence Risk Levels
General Risk Levels
If you believe that the event level and category of your event in question does not match the definition in the articles linked above, reach out to your Customer Success Manager to report the issue.
The Customer Success Manager will initiate a "Moderation Escalation" where the event will be re-reviewed by our Moderation Team Leads. They will then provide either feedback/clarity on why an event was moderated in this way, or, verify there was a mistake made by the moderator who will then have to complete mandatory additional training to ensure they are working to the standard we uphold.
How can I investigate into why a Monitor event may have been delayed?
How can I investigate into why a Monitor event may have been delayed?
Delay between a capture's "Date & Time" and a Monitor event's "Event Raised" timestamp
Monitor is designed to deliver quick, insightful, and relevant events to notify school leaders of risk within their student population to prompt necessary intervention. Our Moderation Team is trained thoroughly to be able to provide human review of risk within minutes and even seconds based on the event category and the queue length. The Moderation queue is prioritized based on the risk category as four Monitor event categories have a risk of physical harm to the student or others.
If you see that there is a large gap in time between the message capture that prompted the event and the event timestamp, here are things you can do to investigate what caused the delay:
Identify the information you need in your Event Details for the investigation
Is the time gap is between the "Message capture timestamp" and the "Event Raised" timestamp within an appropriate amount of time based on the risk category?
Prioritized Risk Categories in Moderation Queue: Typically under 90 seconds but can go up to about 15 min based on queue length
Vulnerable Person
Terrorism/Extremism
Grooming
Violence
Deprioritized Risk Categories in Moderation Queue: Typically under 5 minutes but can go up to about 60 minutes based on queue length
Sexual Content
Offensive User
Bullying
Oversharer
General Risk
If the time gap seems unreasonable, identify the device/Hostname and review the users device history in your filter reports (Linewize Filter if you are using our filter).
When reviewing the device internet activity, see if the "Message Capture Timestamp" falls during a time when the device was not connected to wifi and if the "Event Raised" timestamp occurs after the user reconnects the device to wifi.
If the timestamps match up accordingly, it means the user was offline at the time of the capture. Monitor will still continue making captures while offline and will deliver the event to the Moderation queue when the user comes back online.
If the timestamps do NOT match up accordingly, please submit a support ticket within your Monitor dashboard for a support agent to investigate further.
How can I investigate into why I did not receive an expected Monitor Event?
How can I investigate into why I did not receive an expected Monitor Event?
Why would a Monitor Event NOT be delivered?
Monitor is an program that identifies risk on school-issued devices through keyboard entries. This is important to remember when considering why you may have not received an event that you may have expected.
Here are a few common reasons an event may have not been delivered:
The student activity was NOT on a school issued device/device with Monitor installed
Tip: Check your Filter reports to see what device your student was on at the time of the expected event. If the device name does not match up to a school device, they were on a personal device which would not have Monitor installed.
The student navigated to a risky site based on predicted search terms rather than typing the entire message.
Occasionally, a customer will receive a Red Flag alert from Filter but Monitor will not have a matching Event. This can happen when a user navigates to an inappropriate site but did not have message captures that showed any risk. Think of your Filter alerts as a notification of where a student is going and Monitor as what a student is doing.
Tip: If you would like to receive a report of all message captures of a student within a specific time frame to double check that the scenario above was the case for the "missed event", review this article and complete the form submission for a "Non-Urgent Student Information Request".
The event did not meet the level of risk needed for human moderation during the 1st review by AI
In the AI review, the event needs to be within the risk level range for according category:
Bullying 2-5
Violence 2-5
Sexual Content 2-5
Offensive User 3-5
Oversharer 3-5
Grooming 1-5
If the AI determines the event does not meet the threshold for human review, the message capture will be stored for contextual captures in case an Event is created later.
Note: Due to these thresholds, you will only see events with a risk level outside of their AI threshold IF the AI thought it was within the range of risk for human moderation but the moderator lowered the risk level based on their context review.
Tip: If you would like to receive a report of all message captures of a student within a specific time frame to double check that the scenario above was the case for the "missed event", review this article and complete the form submission for a "Non-Urgent Student Information Request".
Page updated
Report abuse