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Set up GoTo's Contact Center

Assign supervisors and agents to specific queues so they can take advantage of their role-specific tools to effectively take calls and/or chats or manage their assigned queues and agents.

Before you begin: You must be set up as a user and be assigned the admin role.
A queue is considered complete when at least one supervisor and one agent are assigned. If assigning additional users as agents, supervisors, or contact center admins above your quoted amount, the cost of your monthly subscription will increase.
  1. Sign in to the desktop or web app.
  2. Choose the queues you want to set up:
    • Call Queues
    • Campaigns — Complete only
    • Inbox Queues
      • SMS/MMS
      • Webchat
      • Facebook Messenger or Instagram
      • WhatsApp
  3. Choose the enhancements you want to set up:
    • Auto queue callback
    • End wrap up time
    • Priority management for queues
    • Custom pause reasons
    • Pre-written text messages — Complete only
    • Chat tags — Complete only
    • Customizable permissions for agents and supervisors
    • Limit queues agents can access
  4. Learn about the available analytics:
    • Access analytics
    • Learn about available analytics
    • Export analytics reports
    • Learn about reporting terms
What to do next: Ensure agents know how to use the agent dashboard and supervisors know how to use the supervisor dashboard.
Related Articles:
  • Add Contact Center admins
  • Use the agent dashboard

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