HELP FILE

How do I manage GoTo Contact permissions?

Choose what permissions you want various contact center roles to have.

Available for GoTo Contact Complete only. Depending on your plan, you may or may not have access to this feature.

Important:

Please excuse our mess while we improve your admin experience! We are in the process of migrating all accounts to the new admin experience. The article below is meant for admins who use https://my.jive.com/pbx to administrate their account. If you're an admin who uses https://admin.goto.com, please visit our GoTo Admin support site for help.

Before you begin: You must be a GoToConnect user and be assigned the CC admin role to manage permissions in the . This can also be done from your admin portal if you have access permissions.
About this task: These permissions are configured per role rather than per user.
  1. Log in to our.
  2. From > General Settings, click Permissions.
  3. From the Organization tab, choose if you want to allow agents to log in to unassigned queues.
  4. From the Supervisor tab, choose which permissions you want users with this role to have:
    Setting Description
    Access to Contact Center Configuration Portal Allows supervisors access to the Configuration Center portal in GoToConnect. The permissions tab is hidden for supervisors.
    Limit access to assigned call queues Enabled by default. If unchecked, supervisors can access all call queues regardless if they are assigned to the queue.
    View the settings of a call queue Enabled by default. This permission cannot be removed and allows supervisors to see the settings on call queues they can access.
    Manage the settings of a call queue Allows supervisors to edit the settings on call queues they can access.
    View pause reasons Allows supervisors to view the pause reasons under General Settings.
    Manage pause reasons Allows supervisors to edit the pause reasons under General Settings.
    View skills and skills assignment of agents Allows supervisors to view the skills under General Settings.
    Manage skills and skills assignment of agents Allows supervisors to manage the skills under General Settings.
  5. From the Agent tab, choose which permissions you want users with this role to have:
    Setting Description
    Manage pre-recorded messages Allows agents to access and edit pre-recorded audio messages in their agent dashboard.
    Manage public pre-saved messages Allows agents to access and edit pre-saved text messages in their agent dashboard.
    Create custom tags Allows agents to create and use tags in their chat conversations.