HELP FILE

What are the GoToConnect Support Center features?

Below is a list of all the features reserved for GoToConnect Support Center. To upgrade to this tier, please contact Sales.

Agent Section

The agent section allows you to see real-time call details, track your personal productivity, and take calls. The agent section also enables agents to log in, pause, or log out of all assigned queues simultaneously. Agent access to queues can be managed by CC Admins. All of these features are available exclusively in GoToConnect Support Center.

Features Description
Agent Status Allows you to pause, unpause, log in or log out of all queues simultaneously.
Selected Queues Allows you to choose which assigned queues to log in to.
Assigned Queues Shows a card of high level activity for each queue the agent is assigned to including:
  • The number of agents in the queue
  • The number of callers waiting to talk to an agent
  • The number of callers on a call with an agent
  • The status of the agents in the queue

You can click into the card for more details.

Today's Activity Shows three cards that are filtered according to your choice — yesterday or the same day last week. Today's numbers will be on the left, the day you filtered to for comparison will be on the right. These are the three cards:
  • Queue calls you have answered
  • Non-queue calls you have answered
  • Non-queue calls that you have made
Week's Activity Shows call details broken out by day and call type. These are the three call types:
  • Queue calls you have answered
  • Non-queue calls you have answered
  • Non-queue calls that you have made

Supervisor Section (Real Time Activity)

The supervisor real time activity section provides real-time updates on queues with high activity as well as general queue status. All of these features are available exclusively in GoToConnect Support Center.

Table 1. Overview
Features Description
Daily Queue Totals Breaks down your current total call volume between:
  • Abandoned — Number of callers that left the queue (hung up) before being attended by an agent.
  • Timed Out — Number of callers that were removed from the queue and forwarded to the next step in the dial plan while waiting to be attended by an agent—based on the Timeout Queue node setting.
  • Handled — Number of callers attended by agents.
Inbound Queue Callers Shows the following details for all the queues where you are listed as a supervisor:
  • Total number of calls you have waiting to be answered
  • Total number of calls currently connected to an agent
  • The queue with the most amount of calls waiting to be answered
Paused Agents Shows the amount of paused agents across all the queues where you are listed as a supervisor.
Longest Agent Call Duration Shows the amount of time of the longest currently active call, including hold time and talk time.
Longest Wait Time Shows the longest amount of time that a caller has been waiting for their call to be answered.
Table 2. Current Activity
Features Description
Queues Shows a card of high level activity for each queue the supervisor is assigned to including:
  • The number of callers waiting to talk to an agent
  • The number of agents logged in
  • The longest amount of time that a caller has been waiting for their call to be answered
  • The average length of a call
  • The percentage of abandoned calls
  • The percentage of timed out calls
  • The percentage of handled calls
  • Last updated timestamp

Click to toggle between a card view and a table view.

Click on a card to see a more detailed breakdown of that queue's activity.

Agents Shows a list of all agents that are assigned to the queues where you are the supervisor as well as:
  • Their status and the amount of time they've been in that status
  • The ID/phone number of the caller if they are on an active call
  • The amount of time the call has been on hold
  • The amount of time that agent has been connected to the caller
  • An actions section where you can whisper, listen, or barge in to the agent's call and/or pause, unpause, log in, or log out the agent from all assigned queues. When you pause an agent, the status will show as forced.
Note: If the agent is on multiple calls or paused in multiple queues, you can expand this row to see the details of each call/queue. If the agent is "ready" in at least one queue, that will be the status that displays when the row is collapsed. Use the arrow next to a specific agent to expand/collapse their information, or use the arrows on the header to expand/collapse all.

Supervisor Section (Detailed Queue Breakdown)

The supervisor detailed queue breakdown section provides an in-depth look at what is happening with callers and agents of specific queues in real-time, and then allows you to take action on what you see. Use the drop-down next to Real Time Activity to switch between queues. Click Real Time Activity to be taken back to the home page. All of these features are available exclusively in GoToConnect Support Center.

Table 3. Overview
Features Description
Log Agents To Queue Allows you to log in any PBX user to this queue. You can filter by currently assigned contact center roles.
Note: If they have multiple devices assigned to them, you will need to select which device you want to log in to this queue.
Daily Queue Totals Breaks down your current total call volume for this queue between:
  • Abandoned — Number of callers that left the queue (hung up) before being attended by an agent.
  • Timed Out — Number of callers that were removed from the queue and forwarded to the next step in the dial plan while waiting to be attended by an agent—based on the Timeout Queue node setting.
  • Handled — Number of callers attended by agents.
Inbound Queue Callers Shows the following details for all the queues where you are listed as a supervisor:
  • Total number of calls you have waiting to be answered
  • Total number of calls currently connected to an agent
  • The queue with the most amount of calls waiting to be answered
Paused Agents Shows the amount of paused agents across all the queues where you are listed as a supervisor.
Longest Agent Call Duration Shows the amount of time of the longest currently active call, including hold time and talk time.
Longest Wait Time Shows the longest amount of time that a caller has been waiting for their call to be answered.
Table 4. Waiting
Features Description
Duration Shows a list of all of the callers currently waiting to be attended by an agent and the amount of time they have been waiting.
ID/Phone Number Shows the phone number and caller ID of the caller.
Actions Allows you to pick up the call directly or blind transfer the call to a specific agent or extension.
Warning: When choosing either of these options, the call is removed from the queue and becomes a direct call to a user or agent. This means that when transferring the call, any Find Me Follow Me settings set up on the extension they transfer to will be followed. This also means that if the extension they transfer the call to does not answer, the caller will not be automatically placed back in to the queue.
Table 5. Agent Activity
Features Description
Include logged out agents Allows you to choose whether or not you want to see logged out agents in this widget.
Agent Shows a list of each agent currently logged in to the queue, organized by status. If you have toggled on Include logged out agents, you will see a list of each agent assigned to the queue in alphabetical order.
Note: If the agent is on multiple calls or paused in multiple queues, you can expand this row to see the details of each call/queue. If the agent is "ready" in at least one queue, that will be the status that displays when the row is collapsed. Use the arrow next to a specific agent to expand/collapse their information, or use the arrows on the header to expand/collapse all.
Status/Time in Status Shows the current status of the agent and the amount of time they have been handling the call. You can hover over this button to see the wait time, phone number, and caller ID of the caller.
Note: When their status changes to Wrap Time, it will show the amount of time they have been in that status rather than the time they spent handling the call.
ID/Phone Number Shows the phone number and caller ID of the caller.
Hold Time Shows the total amount of time the caller has been placed on hold by the agent. This will display in bold when they are currently on hold.
Talk Time Shows the amount of time the caller has been attended by an agent.This will display in bold when they are currently talking.
Actions Clicking allows you to whisper, listen, or barge in to the agent's call and/or pause, unpause, log in, or log out the agent from this specific queue. When you pause an agent, the status will show as forced.

Reports & Analytics Section Coming Soon!

The reports and analytics section helps key stakeholders analyze performance within the last 90 days and drive data-supported changes to operations by providing reports that can be filtered by a specific queue(s), date, and time.

The report selector allows you to choose a report to view:

Configuration Section

The configuration section allows you to assign supervisors/agents to specific queues and roles so they can begin taking calls, managing their queues, and using their role-specific tools. All of these features are available in GoToConnect Support Center and the Admin Portal for those with admin permissions.

Table 6. Overview. This will only be displayed for Support Center customers.
Features Description
Queues Tracks your total amount of queues as well as how many agents, supervisors, and users are participating either by assignment or by being logged-in to a queue.
CC Roles Tracks the amount of roles you have currently assigned.
Note: Because a licensed user can be assigned to multiple roles, this number could be higher than the amount of licenses shown. You are only billed per license.
Tier Shows which tier of Contact Center you are using.
Pricing Shows an estimate of what your monthly invoice will be based on your contracted license price and quantity.
Table 7. Queues
Features Description
Queues Allows you to create new queues and manage existing ones.
Assign Supervisors Allows you to choose a queue from the left sidebar to assign supervisors to. This will give the user access to the Supervisor View in GoToConnect.
Assign Agents Allows you to choose a queue from the left sidebar to assign agents to. This will give the user access to the Agent View in GoToConnect.
Logged-In Users Allows you to log in users to a specific queue.
Usage Lists all devices and call flows using the queue.
Table 8. Users
Features Description
Users Shows you a list of all of your PBX users and any current contact center role assignment they have. Use the filter to narrow down the list by role or logged-in users.
User Profile Displays for the user highlighted in the left sidebar. It shows you their name, currently assigned role(s), and a list of all queues so that you can assign the user as an agent or supervisor to each of them. You can also log a user into a queue from this view.
Note: If they have 2+ devices assigned to them, there will be a device drop down list displayed. If they have no devices, a message will display alerting you that they are not assigned to a device.
Table 9. General Settings
Features Description
Permissions Describes each contact center role and allows you to configure permissions for various roles.
Pause Reasons Allows you to manage and customize the pause reasons available to your agents on an account basis.