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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, such as monitoring a call or chat, on a per agent basis directly from your supervisor dashboard. This feature may not be available with your plan.

Before you begin: You must be set up as a user and be assigned the supervisor role.
If you want to monitor a call or chat, the call monitoring permission must be enabled in the user's settings. You can adjust the call monitoring scope setting to determine if the user can only monitor calls for all users or specific users.
Note: You will only be able to manage agents, listen to active calls, or watch active conversations of agent's assigned to the queue(s) you are a supervisor over.
  1. Sign in to the desktop or web app.
    Tip: Agent statuses can also be managed by a Contact Center Admin in the configuration section of the app or in the admin portal if they have access permissions.
  2. From Contact Center > Supervisor > Dashboard, select Call queues, Campaigns, or Inbox queues, and then select a specific card for the queue/campaign you want to manage.
  3. From Conversations > Actions in the table view, select next to the desired entry, and then choose what you would like to do:
    • Monitor the call in whisper, listen, or barge mode (watch video)
    • Watch the chat conversation (watch video)
      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. Close the chat window when finished.
    • Unassign/re-assign an agent to this call/chat
    • End wrap-up time early (if enabled by admin)
  4. From Agents > Actions in the table view, select next to the desired agent, and then choose what you would like to do:
    • Log the agent in/out
    • Pause/resume the agent's status in all logged in queues
    • Assign or unassign all conversations to this agent (for inbox queues)
  5. Select + Log agents to search through all agents, filter by currently assigned contact center roles, or expand each agent for a list of their devices where applicable. An active device will show a green dot.
    Note: 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.
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. If you want a user to be assigned to a queue, have your admin first assign them the agent role.
Related Articles:
  • Set up GoTo's Contact Center
  • Use the agent dashboard

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