Contact Center Supervisor User Guide

Access Your Supervisor Dashboard

Before you begin: You must be a GoTo Connect user and be assigned the Supervisor role.

Sign in to our GoTo desktop/web app.
If you have multiple lines, select the extension you want to use from the line selector drop-down in the bottom-left.
From the left navigation, select Contact Center.
In the Supervisor section, select Dashboard.

Manage Your Agents' Status

Important: Things to note first —

Current options include the ability to log an agent in or out, pause an agent, monitor an agent, or end their wrap up time early (if enabled by an admin).
Logging a user in to a queue or campaign to take calls does not permanently assign them to that queue or configure a contact center role for that user.
If a user is configured with the agent role, they will have the agent dashboard experience.
If a user is logged in to an unassigned queue, they will remain logged in until they log out or a supervisor logs them out, even if a contact center admin turns off their access to unassigned queues.
Agent statuses can also be managed by a contact center admin in the configuration tab or in the admin portal if you have access permissions.

Navigate from Contact Center > Supervisor > Dashboard.

Manage agents in a call queue

Click Queues and then click a specific queue to manage agents.
Click under Actions and then choose what you would like to do.
Tip: You can also click + Log agents to search for any agent, filter by currently assigned contact center roles and expand each agent for a list of their devices where applicable. An active device will show a green dot.

Manage agents in a chat queue

Click Chats and then click a specific chat to manage agents.
From Agents, click under Actions and then choose what you would like to do.
Tip: You can also click + Log agents to search for any agent, filter by currently assigned contact center roles and expand each agent for a list of their devices where applicable. An active device will show a green dot.

Manage agents in a campaign

Click Campaigns and then click a specific campaign to manage agents.
From Agents, click under Actions and then choose what you would like to do.
Tip: You can also click + Log agents to search for any agent, filter by currently assigned contact center roles and expand each agent for a list of their devices where applicable. An active device will show a green dot.

Manage Campaigns

Sign in to our GoTo desktop/web app.
From Contact Center > Supervisor > Dashboard > Campaigns, you can view the overall performance data for your campaign(s) or select the campaign you want to manage.

Add missed calls to your campaign for an agent to contact

Select + Add callers.
Select the Missed calls tab.
Select the missed call(s) you want added.
Select + Add to Campaign.
Tip: Missed calls can also be added to campaigns via the Callers > Missed Calls tabs on your Supervisor Dashboard.

Add callers from different campaign sources such as CRM's, Marketing Automation platforms and sales-feeding systems

Select + Add callers.
Select the CSV import tab.
Add your .CSV file for import.
Important: Your file must contain a column of valid phone numbers. Only numbers and ( ) + - . will be accepted in the phone number column.
Select the checkbox if your file includes column headers in the first row.
Select + Add to campaign.

Move or delete calls from your campaign

Hover over a missed call and then select the arrow to move this entry to another campaign.
Hover over a missed call and then select to remove this entry from your campaign.
Check the boxes next to multiple entries to move or delete them in bulk.

View calls currently being contacted by your agents

Select Callers > Active Calls. There you can see further details of the status of each call.

Manage agents assigned to your campaign

Select Agents under Campaign Activities. You can then add or remove more agents, pause/unpause or log in/log out any currently assigned agent, or monitor their calls using the three dots on the right of an agent entry.

Stop using campaign temporarily

Select Pause Campaign.

Monitor and Coach Your Agents

Monitor agents by listening to a call or watching a chat conversation in progress on a specified line without interruption or intervention unless it’s needed.

Important:

You will only be able to listen to the active calls of agent's assigned to the queue(s) you are a supervisor over.
You must use ACL monitoring permissions to listen to others with monitoring permissions.

Navigate from Contact Center > Supervisor > Dashboard.
Select a queue or campaign from Real Time Overview.

Monitor calls

From Queues, select the desired queue.
Under Actions, select next to the agent you want to help.
Select whisper, listen, or barge.
Hang up when you are done.

Monitor chats

From Chats, select the desired queue.
Under Actions, select > Watch conversation next to the chat(s) you want to watch.
Note: You can watch multiple chats at a time and will see a visual indicator when new messages are received. Use the search bar to filter the conversation by keywords as needed.
Result: The chat window will pop up on the bottom of your app.
Close the chat window you are done watching the conversation.

Manage Wallboards

To access wallboard, navigate from Contact Center > Supervisor, select Wallboard.

Create a new wallboard

To add a new wallboard:

Select + New Wallboard.
Add a name and description then select Ok.
Select either + add first widget or + Add widget .

Choose one or multiple widgets to add to your wallboard and then select add widgets.

Option	Description
To modify a widget	Select pencil icon within the widget, make edits, then close when finished.
To organize widgets	Drag and drop widgets to reposition them.
To resize a card	Drag the corner of the widget.
To add an alert	Select pencil icon within the widget, enable the alert, then configure warning and alert thresholds. Close when finished.

Edit a wallboard

Select pencil icon within the widget, make edits, then close when finished.
Select Save to save your wallboard.

Archive or delete a wallboard

Select Archive or Delete icons under the Actions column if you would like to remove or archive a wallboard.

Launch a wallboard

Select the desired wallboard.
Select the launch icon to broadcast the wallboard in your browser. You can also cast it from Chrome directly.

See Real Time Metrics

Start by navigating from Contact Center > Dashboard.

For a complete and detailed breakdown of all the real time data points you'll find in each section of your supervisor dashboard, please refer to What real time data is in the supervisor dashboard?.

Overview

Use the Overview tab to see a high-level view of your queues performance in real-time.

Call queues, Campaigns, and Chats

Click on one of the queue type tabs to drill down further into specific queues and see exactly what's happening for your agents and customers.

Agents

Use the Agents tab to see the details of each agent assigned to your queues and take action where needed.

Callers

Use the Callers tab to see a list of all callers currently waiting for their call to be answered by an agent.

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/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.

Send the Agent User Guide

Ensure your agents have the Agent User Guide so they can learn how to:

Access the agent dashboard in the GoTo app
Manage their status
Take calls and chats
Create and manage pre-recorded audio and pre-saved text messages
Track their productivity
See real-time metrics for their assigned queues