HELP FILE

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.
    About this task:
    • 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.