Use the agent dashboard to engage in calls and view high-level call queue activity.

1. Sign in to our GoTo app.
2. Select the desired line extension if there are multiple.
3. Select Contact Center > Agent > Overview to access the agent dashboard.
4. When a call comes in, select Accept or the green phone icon to answer the call.
   Here are the types of calls you may receive:

   • Inbound queue call:You will see Incoming Call and the name of the queue the call is coming from at the top of the call notification, along with any available caller ID information for that caller. Expect to speak to the customer upon answering the call.
   • Queue callback request: You will see Requested Callback and the name of the queue the caller was waiting in at the top of the call notification, along with any available caller ID information for that caller that you will be trying to reach. Expect to hear ringing or hold music upon answering the call, as the system will then try to connect you with the customer.
   • Campaign call: You will see Outbound and the name of the campaign this missed contact has been assigned to at the top of the call notification, along with any available caller ID information for the caller that you will be trying to reach. Expect to hear ringing or hold music upon answering the call, as the system will then try to connect you with the customer.
5. Choose what you would like to do during the call:
   Note: If you are using the new softphone experience, some of the call functions are located in the sidecar. To expose the new softphone's sidecar, select the icon on the top right of the softphone window.
   • Select to change your status.
     Attention: We are updating the status feature for Contact Center agents, and your account may have the new version. If so, any status changes you make will automatically update for all queues you are logged into, as well as align your status on your GoTo account. For more information on this feature change, please refer to our FAQ. If you do not have this feature enabled yet and would like to opt-in to the enhanced agent experience sooner, please contact Customer Support.
   • Link the call to a contact.
   • Take notes during the call.
   • See an AI-generated call summary once the call has ended. Powered by AI-optimization. — Complete plan + AI Optimization only
     Note:

     • The AI call summary supports English, Spanish, French, and Portuguese. For these languages, the system will provide summaries and topics in the language detected during the call. Calls in other languages will default to English.
     • It may take a moment for AI to process and generate the call summary once the call has ended and is in wrap up.
     • Agents may have the ability to edit the summary during the call's wrap up time.
   • View the contact's history.
   • Create or insert a sound clip.
   • Place the call on hold.
   • Use the dial keypad or quick dial.
   • Adjust audio and speaker settings.
   • Initiate 3-way call.
   • Transfer the call.
   • Park the call
   • Pause and resume call recording.
   • End the call.
6. Optional: You can select End wrap up as soon as you are ready to take another call rather than waiting for the full time to pass. A supervisor can also end the wrap up time early on your behalf.