HELP FILE

How do I manage agents in a queue?

Typically, an agent logs in and out of a call queue from their phone. However, you can manage agents in a call queue from the admin portal or from GoToConnect if you are on the Support Center tier.

About this task:
  • Logging a user in to a queue 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 view and 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 CC admin turns off their access to unassigned queues.

From GoToConnect — Contact Center Admin View

Before you begin: You must be a GoToConnect user and be assigned the CC Admin role.
About this task: This can also be done from the Call Queues & Contact Center tab inside of the Admin Portal.
  1. Log in to GoToConnect.
  2. Click .
  3. Select a queue from Queues.
  4. Click Logged-In Users to add or remove a user in this queue.
  5. To log in a user:
    1. Click + Log In a User to search for a user. If they are already logged-in to this queue, they will not show up in the search results.
    2. Select the user(s) you want to add to the queue and click Log In.
  6. To log out a user, click the X by their name.
What to do next: If you have 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.

From GoToConnect — Supervisor View

Before you begin: You must be a GoToConnect user and be assigned the Supervisor role.
  1. Log in to GoToConnect.
  2. Click .
  3. Select a queue from Activity. You will only see the queues that you are assigned to as a Supervisor.
  4. To log in a user:
    1. Click Log Agents To Queue.
    2. Search for any user. You can filter by currently assigned contact center roles.
    3. Click Login next to the user(s) you want to add to the queue.

    Note: If they have multiple devices assigned to them, you will need to select which device you want to log in to this queue.

  5. To log out a user:
    1. From Agent Activity > Actions, click next to the agent you want to log out.
    2. Select Logout.
What to do next: If your CC 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.