HELP FILE

How do I monitor my agents?

    Use call monitoring to listen to your agents' calls right from our GoTo app. 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:
    • You will only be able to listen to the active calls of agent's assigned to the queue(s) you are a supervisor over.
    • You must use ACL monitoring permissions to listen to others with monitoring permissions.
    1. Sign in to our GoTo desktop/web app.
    2. From > Queues, choose a queue.
    3. Under the Actions column, select next to the agent you want to monitor.
    4. Select whisper, listen, or barge.
    5. Hang up when you are done.