Contact Center Admin User Guide

Access Your Admin Portal

Admins can manage Contact Center user, permissions, and settings from multiple platforms. Choose from one of the following options:

GoTo App

Before you begin: You must be a GoTo user and be assigned Admin or Super admin role.

Sign in to the GoTo App and access Contact Center's features and settings.

Sign in to our GoTo app.
From the left navigation, select Contact Center.

Tip: You can also access the Admin portal directly from the GoTo App. Selecting the icon and choose Administration.

PBX Administration (Classic)

Before you begin: You must be a GoTo user and be assigned Admin or Super admin role.

Sign in to the PBX Administration portal to access and manage Contact Center users, permissions, and settings.

Sign in at https://my.jive.com/pbx.
From the left navigation, select Call Queues & Contact Center.

GoTo Admin

Before you begin: You must be a GoTo user and be assigned Admin or Super admin role.

Sign in to the GoTo Admin portal access and manage Contact Center users, permissions, and settings.

Log in at https://admin.goto.com
From the left navigation, select Phone System.
Locate the Contact Center section.

Assign a Contact Center Admin

Contact Admins set up and participate in the deployment of a Contact Center and manage daily operations. The Contact Admin role can assign CC license to PBX users, can assign users to queues as Agents and/or Supervisors, and can access Contact Center analytics. Contact Admins can also configure queues.

Sign in to your desired platform:
- GoTo app — From the left navigation, select Contact Center.
- PBX Administration — From the left navigation, select Call Queues & Contact Center.
- GoTo Admin — From the left navigation, select Phone System > Contact Center.
Select Users and search for and select the user you want to assign.
From Overview > Details, select Edit.
Check the box for GoTo Contact Admin or Support Center Admin depending on your platform.
Select Save when complete.

Set Up Your Queues & Campaigns

Before you begin: You must be set up as a user and be assigned the Contact Center Admin role.

Create a call queue, chat queue and/or campaigns. Once a queue and/or campaign is created, assign supervisors/agents to the queue/campaign and so they can begin taking calls, managing their queues and campaigns, and using their role-specific tools.

Sign in to your desired platform:

GoTo app — From the left navigation, select Contact Center.
PBX Administration — From the left navigation, select Call Queues & Contact Center.
GoTo Admin — From the left navigation, select Phone System > Contact Center.

Call Queue

Create a call queue to make it easier for incoming callers to reach a department—like Support or Billing. Agents that have logged in to a queue can then answer these calls as they are dispersed to them. Use the Intelligent Call Routing (ICR) enhancement to improve callers experience by matching them with the best suited agent for their needs, rather than just the next available agent.

From Call Queues, select + Add Call Queue.
The next available number will automatically populate the Extension; change this number as needed.
Enter a Name for the queue and then select the type of queue you want to use (availability depends on your account).
Click Save.
Click the new queue to configure its settings.
If you selected an ICR queue type, complete the following steps to use this enhancement:
1. Assign skills to your agents.
2. Add the caller info nodes into your dial plan to match the skills you assigned to your agents.
3. Determine if you want the system to dispatch callers to any available agents when there is no agent that matches the requested skills available.
4. Ensure the phone number customers call is routed to this enhanced dial plan.
To bring your call queue to life, route a phone number to it or use it in a dial plan.

Chat Queue

Create a chat queue for your agents to reach customers in a variety of ways from webchat to social media platforms.

From Chat Queues, select + Add Chat Queue.
Name the queue and then select Save.
From the Supervisors tab, choose which users you want to assign the supervisor role to for this queue.
From the Agents tab, choose which users you want to assign the supervisor role to for this queue.
From the Settings tab, choose your general setting and distribution preferences and then choose which type of channel(s) you want to enable for this queue:
- SMS — Only available in the United States and Canada.
  Note: If using SMS, texting must be enabled for the phone number that the inbox queue is routed within your admin portal.
- Webchat
- Facebook Messenger
- Instagram
- WhatsApp
Ensure your agents know how to use the chat queue in their agent dashboard.

Campaign

Create campaigns, or outbound call queues, to allow agents to return missed calls in a timely manner or reach out to customers with similar needs.

From Campaigns, select + Campaigns.
Enter a name and type for your campaign then select Save.

Note: If you chose intelligent call routing, you will need to later add it to your dial plan and verify that skills have been assigned to this campaign's agents.
Select the newly created campaign to edit it's settings.
From the Overview tab, you can edit the name and type of campaign.
From the Settings tab, choose your desired settings.
- General:
  - Caller ID to display to callers — Choose if you want to use a custom caller ID or the system default on your outbound calls.
  - Schedule — Choose a schedule to help the system determine when the campaign is active and calls can be made.
- Agent:
  - Connect timeout — Choose how long to let an agent's phone ring before choosing a new agent to receive the call.
  - Wrap up time — Choose the amount of time you want to allow agent's to have after finishing one call before they can be sent to another call.
  - Log out unregistered agents — Enabling this setting will log out agents who do not have an active line or device available to take calls from. The system default is to log out agents automatically. You must turn off this setting if you want inactive agents to stay logged in.
  - Log out agents when they miss a call — Enabling this setting will log out agents when they miss a call from the queue (unless you are using the Ring All strategy and another agent takes the call).
- Caller: Choose the types of phone numbers your agents are allowed to call.
- Recording:
  - Record call queues — Choose your call recording preferences if recording is enabled on your system.
  - Agents can view call recording status
  - Agents can pause and resume call recordings.
From the Supervisors tab, choose which users you want to assign the supervisor role to for this campaign and click Assign.
From the Agents tab, choose which users users you want to assign the agent role to for this campaign and click Assign.
Ensure your supervisors know how to manage this feature in the supervisor dashboard and that your agents know how to handle these dispatched calls.

Choose Your Enhancements

Choose the enhancements you want to set up:

Customize Permissions and Settings

Sign in to your desired platform:

GoTo app — From the left navigation, select Contact Center.
PBX Administration — From the left navigation, select Call Queues & Contact Center.
GoTo Admin — From the left navigation, select Phone System > Contact Center.

Customize Settings

Customize various settings within your Contact Center.

Navigate from Contact Center > General settings .
Select one of the following tabs and begin customizing the applicable setting:

Organization Permissions

From General Settings > Permissions > Organization, toggle Allow users to sign into queues they are not assigned to on or off.
Select Save.

Supervisor Permissions

From the Supervisor tab, choose which permissions you want users with the Supervisor role to have:
- Access to Call Reports Portal.
- Access to Contact Center Configuration Portal.
- Limit access to assigned call queues.
- View the settings of a call queue.
- Manage the settings of a call queue.
- View pause reasons.
- Manage pause reasons.
- View skills and skills assignment of agents.
- Manage skills and skills assignment of agents.
Select Save.

Agent Permissions

From the Agent tab, choose which permissions you want users with the Agent role to have:
- Manage pre-recorded audio messages for calls.
- Manage public pre-saved text messages for chat queues.
- Create custom tags.
- Enable call dispositions.
Select Save.

Access Analytics

Access historical data via our classic data mart or our new export functionality depending on the dates of the desired data.

GoTo Contact Center Analytics

Access our analytics site where our powerful boards are available to help you make more informed decisions and generate better outcomes for your business.

Sign in to our GoTo desktop or web app.
Select Analytics to launch the analytics site.
Select the board you want to view:
- Agent performance — This board is designed to help you understand how your agents are performing overall.
- Queue caller — This board is designed to help you understand what is happening with your call queues.
  Note: Only available for Core and Complete customers.
- Resolved conversation — This board is designed to help you understand what is happening with your chat queues.

Fastpath: Click here to learn how these metrics, such as handled, abandoned, and time in queue, are defined. Please note that these metrics are confined to the selected filters in these boards.

Call Reports

Before you begin:

You must have view reports or super admin permissions.
If you want to listen to the call recordings on these reports, you will also need the access call recordings permission.

Note:

Call reports are available for up to 13 months.
The Call Breakdown report was removed from the summary page on September 2nd.

Sign in at https://my.jive.com/cr/
Choose the report you would like to view in the top Call Reports navigation menu.

Historical Data

For data prior to May 2021

This option will be available until December 2022. Please ensure any desired data is retrieved before then.

Click Take me to DataMart.
Click Request Data.
Complete all required fields.
Click Submit Request when complete.

Result: Once retrieved, the requested data report will generate a .csv file that will be available for seven days.

For data post May 2021

With this option, you can export multiple files at once. There is no retention limit beyond May of 2021.

Sign in to our GoTo desktop/ web app.
Click Analytics to launch the analytics site.
Click the board you want to export. The following are currently exportable:
- Queue caller
- Agent performance (limited exportable data)
Set the desired filters.
Click Export when complete.

Result: The desired data will generate a .csv file.

Access Your Admin Portal

GoTo App

PBX Administration (Classic)

GoTo Admin

Assign a Contact Center Admin

Set Up Your Queues & Campaigns

Call Queue

Chat Queue

Campaign

Choose Your Enhancements

Customize Permissions and Settings

Customize Settings

Organization Permissions

Supervisor Permissions

Agent Permissions

Access Analytics

GoTo Contact Center Analytics

Call Reports

Historical Data

Send User Guides To Your Team

GoTo Connect

GoTo Meeting

GoTo Webinar

GoTo Training

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Grasshopper

OpenVoice

GoTo Resolve

Rescue

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Central

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