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How do I manage agents?

Typically, an agent controls their status in queue(s), chat(s), and/or campaign(s) from their agent dashboard. However, you can manage agent statuses and take other actions on a per agent basis directly from your supervisor dashboard. Available for Complete and Support Center customers.

Before you begin: You must be set up as a user and be assigned the supervisor role.
  • 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.
  1. Sign in to our GoTo desktop/web app.
  2. Select Contact Center > Admin.
  3. To manage agents in a queue;
    1. Click Queues and then click a specific queue to manage agents.
    2. 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.
  4. To manage agents in a chat;
    1. Click Chats and then click a specific chat to manage agents.
    2. 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.
  5. To manage agents in a campaign;
    1. Click Campaigns and then click a specific campaign to manage agents.
    2. 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.
What to do next: If your contact center admin has limited user's access to unassigned queues, make sure to log the user(s) out of any unassigned queues that you no longer want them in.
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