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.
- Log in to GoToConnect.
- Click
. - Select a queue from Activity.
- From , click
next to the agent you want to monitor. - Select whisper, listen, or barge.
- Hang up when you are done.