HELP FILE

What contact center tools are available in the GoTo app?

    Below is a list of all the tools and features available in our GoTo app for contact center users, including features that are only available for the Core and/or Complete plan. To upgrade, please contact Sales.

    Agent Dashboard

    The agent section allows you to see real-time conversation details, track your personal productivity, and take conversations. 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 contact center admins.

    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.
    Settings (Gear) Icon — Complete only Allows agents to set up and use pre-saved text messages during active chats and/or pre-recorded audio messages during active calls.
    Assigned Queues & Campaigns Shows a card of high level activity for each queue or campaign the agent is assigned to including:
    Call Queues —
    • Amount of calls are waiting to be answered
    • Amount of agents are logged in to the queue
    • Longest waiting call
    • Average amount of time for an agent to handle a call
    • Total amount of calls today so far
    • Status of each call (abandoned, timed out, handled)
    • Ability to manage your status in a specific queue
    Chat Queues —
    • Amount of unassigned chat conversations
    • Amount of agents are logged in to the queue
    • Longest amount of time an unassigned chat conversation has waited on an agent response
    • Longest amount of time an assigned chat conversation has waited on an agent response
    • Amount of chat conversations waiting for the agent to respond
    • Amount of chat conversations waiting for the client to respond
    • Total amount of chat conversations waiting on an agent responses
    Campaigns —
    • Amount of undialed missed calls assigned to the campaign
    • Percentage of missed calls assigned to the queue that have been dialed
    • Amount of agents are logged in to the campaign
    • Average amount of time for an agent to handle a call
    • Total amount of calls today so far
    • Status of each call (incomplete, handled)
    • Ability to manage your status in a specific campaign

    You can click into the card for more details. — Complete only

    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 conversations you have answered
    • Non-queue conversations you have answered
    • Non-queue conversations that you have made
    Week's Activity Shows conversation details broken out by day and type. These are the three conversation types:
    • Queue conversations you have answered
    • Non-queue conversations you have answered
    • Non-queue conversations that you have made
    Chat Conversations — Core + Complete Shows a list of all active chat conversations that the agent can engage in.

    Supervisor Dashboard (Real time overview)

    The supervisor real time overview section provides real-time updates on all queues types.

    Table 1. Overview
    Features Description
    Daily queue totals Breaks down your current total conversation volume between:
    • Abandoned — Number of clients that left the queue (hung up) before being attended by an agent.
    • Timed out — Number of clients 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 clients attended by agents.
    Inbound queue callers Shows the following details for all the queues where you are listed as a supervisor:
    • Total number of conversations you have waiting to be answered
    • Total number of conversations currently connected to an agent
    • The queue with the most amount of conversations waiting to be answered
    Paused agents Shows the amount of paused agents across all the queues where you are listed as a supervisor.
    Longest call Shows the amount of time of the longest currently active conversation, including hold time and talk time.
    Longest wait time Shows the longest amount of time that a client has been waiting for their conversation to be answered.
    Table 2. Queues
    Description
    Shows a card of high level activity for each call queue the supervisor is assigned to including:
    • The number of callers waiting for an agent to answer
    • 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.

    Table 3. Campaigns — Complete only
    Description
    Shows a card of high level activity for each campaign the supervisor is assigned to including:
    • The current status:
      • Active: There is at least one missed call assigned, one agent assigned, and it is during open hours if this campaign is associated with a schedule.
      • Paused: A supervisor manually applied this status, even if it met the criteria to be active otherwise.
      • Inactive: There is either no missed call assigned/remaining, no agent assigned, or it is during closed hours if this campaign is associated with a schedule.
    • The number of contacts still needing to be dialed
    • The percentage of contacts assigned to that campaign that have been dialed
    • The number of agents logged in
    • The average length of a call
    • The total amount of calls made so far
    • The amount of calls made so far that are incomplete (contact did not answer the agent's call)
    • The amount of calls made so far that are handled (contact answered the agent's call)
    • 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 campaign's activity.

    Table 4. Chats — Core + Complete
    Description
    Shows a card of high level activity for each chat queue the supervisor is assigned to including:
    • The number of chats waiting to be assigned
    • The number of agents logged in the queue
    • The chat that has been waiting the longest to be assigned
    • The longest time a chat has been waiting for a response from an agent
    • The total amount of chats waiting on a response either from the agent or the client
    • The amount of chats waiting on a response from the agent
    • The amount of chats waiting on a response from the client

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

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

    Table 5. Agents
    Description
    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 client if they are on an active conversation
    • The amount of time the conversation has been on hold
    • The amount of time that agent has been connected to the client
    • An actions section where you can whisper, listen, or barge in to the agent's call, pause, unpause, log in, or log out the agent from all assigned queues. When you pause an agent, the status will show as forced. — Complete + Support Center
    Note: If the agent is on multiple conversations or paused in multiple queues, you can expand this row to see the details of each conversation/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.
    Table 6. Callers
    Description
    Shows a list of all calls waiting to be answered by agents. Customers on the Complete plan will also see an additional list for missed calls that can be sorted through and assigned to campaigns for agents to contact.

    Supervisor Dashboard (Detailed Call Queue Breakdown)

    This the detailed data you will see if you click on a call queue card. Use the drop-down next to Real Time Activity to switch between queues types (where available). Click Real Time Activity to be taken back to the home page. Actions (including the log agents button) are available for Complete and Support Center customers.
    Table 7. Overview cards
    Features Description
    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 call 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 8. Waiting card
    Features Description
    ID/Phone number Shows the phone number and caller ID of the caller. If auto-queue callback is enabled, there will be a callback tag added here when there is an entry waiting to receive a callback.
    Type Shows the type of call, actively ringing or a callback request, and the amount of time the caller has waited since entering a queue or opting in for a callback.
    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 9. Agent activity card
    Features Description
    Log agents Allows you to log in any user to this queue.
    Note: If they have multiple devices assigned to them, you will need to select which device you want to log in to this queue. Device status is shown with a green dot.
    Filter bubbles Allows you to choose whether you want to see all assigned agents or just the agents logged in.
    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/Direction Shows the current status of the agent in their assigned queues 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. If the agent is on multiple calls, you can expand the row to see the direction of the other calls, whether they are direct inbound or outbound calls.
    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.

    Supervisor Dashboard (Detailed Campaign Breakdown)

    This the detailed data you will see if you click on a campaign card. Use the drop-down next to Real Time Activity to switch between queues types (where available). Click Real Time Activity to be taken back to the home page. Campaigns are only for Complete plans.

    Table 10. Overview cards
    Features Description
    Pause campaign Allows supervisors to pause and resume a campaign at will.
    Campaign call overview Breaks down your total call volume for this campaign today as follows:
    • Total calls — Number of missed calls dialed by an agent (handled + incomplete).
    • Incomplete — Number of missed calls dialed by an agent that did not answer the agent's call.
    • Handled — Number of missed calls dialed by an agent that answered the agent's call.
    Contact completion Shows the amount of missed calls that agents have attempted to contact (dialed) and the amount of missed calls still needing a contact attempt (not dialed).
    Logged in agents Shows the amount of agents logged into this campaign.
    Avg handle time Shows the average time of the agents on callback calls, today so far.
    Table 11. Callers tab
    Features Description
    + Add callers Allows you to add or import contacts to this campaign.
    Log agents Allows you to log in any user to this queue.
    Note: If they have multiple devices assigned to them, you will need to select which device you want to log in to this queue. Device status is shown with a green dot.
    Contact list Shows a list of all calls assigned to this campaign that are still needing a call.
    Active call Shows a list of all calls assigned to this campaign that are currently being contacted by an agent.
    Caller Shows the callers name and phone number.
    Source(s) Shows where the caller came from, either imported from a .CSV file or from the missed calls list.
    Wait duration Shows the amount of time the caller originally waited in the queue for their call to be answered. This will be blank when using a .CSV file.
    Disconnected time Shows the time the caller originally left the call queue, generating the missed contact that was added to this campaign. This will be the upload time when using a .CSV file.
    Disconnected date Shows the date the caller originally left the call queue, generating the missed contact that was added to this campaign. This will be the upload date when using a .CSV file.
    Table 12. Agents tab
    Features Description
    Log agents Allows you to log in any user to this queue.
    Note: If they have multiple devices assigned to them, you will need to select which device you want to log in to this queue. Device status is shown with a green dot.
    Filter bubbles Allows you to choose whether you want to see all assigned agents or just the agents logged in.
    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/Direction Shows the current status of the agent in their assigned queues 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. If the agent is on multiple calls, you can expand the row to see the direction of the other calls, whether they are direct inbound or outbound calls.
    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 all of the available customer information.
    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.

    Supervisor Dashboard (Detailed Chat Queue Breakdown)

    This the detailed data you will see if you click on a chat queue card. Use the drop-down next to Real Time Activity to switch between queues types (where available). Click Real Time Activity to be taken back to the home page. Chats are for Core and Complete plans. Actions (including the log agents button) are available for Complete only.

    Table 13. Overview cards
    Features Description
    Chat totals Breaks down your current total chat conversation volume for this queue between:
    • Spam — Number of clients that left the queue before being attended by an agent.
    • Timed Out — Number of clients that were removed from the queue.
    • Resolved — Number of client conversations resolved by agents.
    Response waiting on Shows the following details for all the chat queues where you are listed as a supervisor:
    • Total number of chat conversations you have waiting to be answered
    • Total number of chat conversations currently connected to an agent
    • The queue with the most amount of chat conversations waiting to be answered
    Paused agents Shows the amount of paused agents across all the queues where you are listed as a supervisor.
    Longest wait Shows the longest amount of time a chat conversation has been waiting for an agent response.
    Longest unassigned Shows the longest amount of time that a client has been waiting for their chat conversation to be answered.
    Table 14. Conversations tab
    Features Description
    Number Shows the phone number of the client.
    Agent Shows which agent is assigned to this chat.
    Pending response Shows the number of chat conversations currently waiting for a response from the agent.
    Wait time Shows the amount of time since the last message in the conversation, either from the agent or the client.
    Source Shows the type of chat queue the client came from.
    Actions Clicking allows you to assign the chat conversation to a specific agent.
    Table 15. Agents tab
    Features Description
    Log agents Allows you to log in any user to this queue.
    Note: If they have multiple devices assigned to them, you will need to select which device you want to log in to this queue. Device status is shown with a green dot.
    Filter bubbles Allows you to choose whether you want to see all assigned agents or just the agents logged in.
    Agents Shows a list of each agent currently logged in to the queue, organized by status in alphabetical order.
    Chat status/Time Shows the current status of the agent in their assigned queues and the amount of time they have been handling the chat conversation.
    Assigned chats Shows the number of assigned chat conversations.
    Pending response Shows the number of chat conversations currently waiting for a response from the agent.
    Longest wait Shows the greatest length of time the agent has taken to respond to a chat conversation.
    Longest chat Shows the amount of time of the chat that has taken the longest to resolve.
    Actions Clicking allows you to pause, unassign, or log out the agent from this specific queue. When you pause an agent, the status will show as forced.

    Analytics

    The analytics section helps key stakeholders analyze performance and drive data-supported changes to operations by providing reports that can be filtered by a specific queue(s), date, and time. Available for Core, Complete, and Support Center (post June 9th, 2020) customers.

    Important: Clicking this tab in the app will launch our new contact center analytics site where you can choose any of the following boards to view.
    • Queue Caller — This board is designed to help you understand what is happening with your call queues and can help you answer questions such as:
      • What are my busiest days/times so that I can staff appropriately?
      • On average, how long are our customers willing to wait for their call to be answered?
      • How many calls are we missing each day?
    • Agent performance — This board is designed to help you understand how your agents are performing overall and can help you answer questions such as:
      • How effective are my agents with their time?
      • Which agent takes the most amount of calls?
      • What types of calls (or what queues) are taking up most of my agents' time?
    • Resolved conversations — This board is designed to help you understand what is happening with your chat queues and can help you answer questions such as:
      • Which of my digital channels brings in the most conversations?
      • Which agent resolves the most conversations?
      • What are the top reasons our customers/prospects are reaching out?
    Fastpath: Click here to learn how these metrics, such as handled, abandoned, and time in queue, are defined. Please note that these metrics are confined to the selected filters in these boards.

    Configuration

    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. These features are also available in the admin portal for those with admin permissions.

    Table 16. Dashboard
    Features Description
    Monthly totals Shows an estimate of what your monthly invoice will be based on your contracted license price and quantity (or account price if you are an Insights customer).
    Roles Shows 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.
    Queues Shows your total amount of call queues and chat queues if applicable. Chat queues are for Core and Complete only.
    Campaigns — Complete only Shows the total amount of campaigns you have created, as well as the portion of campaigns that are active and paused.
    Table 17. Call Queues. Select a queue to see these features
    Features Description
    Overview Allows you to edit the name and extension of the queue and see any associated resources.
    Settings Allows you to customize the various settings such as omission options, agent and caller settings, auto-queue callback, and recording preferences.

    The settings in the agent and caller sections will vary depending on the queueing platform your account is using, as well as the type of queue you select.

    Supervisors Allows you to assign and unassign supervisors to this queue.
    Agents Allows you to assign and unassign agents to this queue.
    Logged-in users Allows you to log a user in or out of this queue temporarily without assigning a license. Logged-in users do not have access to the agent section of our GoTo app.
    Table 18. Chat Queues — Core + Complete. Select a queue to see these features
    Features Description
    Overview Allows you to edit the name and extension of the queue.
    Settings Allows you to enable Webchat and/or social media channels on this queue.
    Supervisors Allows you to assign and unassign supervisors to this queue.
    Agents Allows you to assign and unassign agents to this queue.
    Table 19. Campaigns — Complete only. Select a campaign to see these features
    Features Description
    Overview Allows you to edit the name and extension of the queue.
    Settings Allows you to customize the various settings such as outbound caller ID, a schedule for the campaign to follow, agent and caller settings, and recording preferences.

    The settings in the agent and caller sections will vary depending on the queueing platform your account is using, as well as the type of queue you select.

    Supervisors Allows you to assign and unassign supervisors to this queue.
    Agents Allows you to assign and unassign agents to this queue.
    Table 20. Users. Select a user to see these features
    Features Description
    Overview Allows you to edit the user's name and email, as well as assign them to the contact center admin role.
    Call queues Shows you a list of all of your call queues and allows you to make role assignments or log the user temporarily into any of the queues.
    Permissions Shows you a list of everything the user can do based on their assigned role and plan.
    Table 21. General Settings
    Features Description
    Permissions Describes each contact center role and allows you to configure permissions for various roles where applicable. The permissions vary by plan.
    Skills assignment Allows you to add skills to assign to users. You can also remove skills from users as needed.
    Pause reasons Allows you to manage and customize the pause reasons available to your agents on an account basis.
    Tag management — Complete only Allows you to create / manage tags for agent use in chat conversations.
    Pre-saved text messages — Complete only Allows you to create / manage pre-saved text messages for agent use in chat conversations.
    Priority management Allows you to add a weighted score to your call queues so that the system knows how to prioritize calls when an agent is assigned to multiple queues.