HELP FILE

How do I monitor my agents?

Use call monitoring to listen to your agents' calls right from GoToConnect. This is exclusively for GoToConnect Support Center.

Before you begin: You must be a GoToConnect 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. Log in to GoToConnect.
  2. Click .
  3. Select a queue from Activity.
  4. From Agent Activity > Actions, click next to the agent you want to monitor.
  5. Select whisper, listen, or barge.
  6. Hang up when you are done.