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.
- Sign in to our GoTo desktop/web app.
- From
> Queues, choose a queue. - Under the Actions column, select
next to the agent you want to monitor. - Select whisper, listen, or barge.
- Hang up when you are done.