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.
Choose a section:
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 |
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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-written text messages during active chats and/or pre-recorded audio messages during active calls. |
Assigned Queues | Shows a card of high level activity for each queue the agent is assigned to including:
Call Queues —
Inbox Queues —
Campaigns —
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:
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Week's Activity | Shows conversation details broken out by day and type. These are the three conversation types:
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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.
Features | Description |
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Daily queue totals | Breaks down your current total conversation volume between:
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Inbound queue callers | Shows the following details for all the queues where you are listed as a supervisor:
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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. |
AI sentiment — Complete plan + AI Optimization only | Shows in real-time the amount of negative sentiment scores of all active calls. This assists Supervisors in improving their grasp of call dynamics, understanding overall customer sentiment, and creating opportunities for them to intervene by listen, whisper or barge to enhance customer satisfaction. Powered by AI Optimization. |
Description |
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Shows a card of high level activity for each call queue the supervisor is assigned to including:
Select to switch between a card view and a table view. Click on a card to see a more detailed breakdown of that queue's activity. |
Description |
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Shows a card of high level activity for each campaign the supervisor is assigned to including:
Select to switch between a card view and a table view. Click on a card to see a more detailed breakdown of that campaign's activity. |
Description |
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Shows a card of high level activity for each inbox queue the supervisor is assigned to including:
Select to switch between a card view and a table view. Click on a card to see a more detailed breakdown of that campaign's activity. |
Description |
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Shows a list of all agents that are assigned to the queues where you are the supervisor as well as:
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.
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Description |
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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)
Features | Description |
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Daily queue totals | Breaks down your current total call volume for this queue between:
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Inbound queue callers | Shows the following details for all the queues where you are listed as a supervisor:
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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. |
AI sentiment — Complete plan + AI Optimization only | Shows in real-time the amount of negative sentiment scores of all active calls. This assists Supervisors in improving their grasp of call dynamics, understanding overall customer sentiment, and creating opportunities for them to intervene by listen, whisper or barge to enhance customer satisfaction. Powered by AI Optimization. |
Features | Description |
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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.
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Features | Description |
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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.
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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 enabled 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.
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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.
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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. |
AI sentiment — Complete plan + AI Optimization only | Shows AI-generated sentiment scores for all active calls in real-time. Powered by AI Optimization |
Actions | Selecting 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 select a campaign card. Use the drop-down next to Real Time Activity to switch between queues types (where available). Select Real Time Activity to be taken back to the home page. Campaigns are only for Complete plans.
Features | Description |
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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:
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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. |
Features | Description |
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+ 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.
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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. |
Channel(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 ring attempt 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 ring attempt that was added to this campaign. This will be the upload date when using a .CSV file. |
Features | Description |
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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.
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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 enabled 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.
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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.
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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 | Selecting 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 Inbox Queue Breakdown)
This the detailed data you will see if you select on an inbox queue card. Use the drop-down next to Real Time Activity to switch between queues types (where available). Select 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.
Features | Description |
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Chat totals | Breaks down your current total chat conversation volume for this queue between:
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Response waiting on | Shows the following details for all the inbox queues where you are listed as a supervisor:
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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. |
Features | Description |
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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. |
Channel | Shows the type of inbox queue the client came from. |
Actions | Clicking allows you to assign the chat conversation to a specific agent. |
Features | Description |
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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.
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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 | Selecting 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 and Complete customers.
- 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?
- 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?
- Resolved conversations — This board is designed to help you understand what is happening with your inbox 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?
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.
Features | Description |
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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.
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Queues | Shows your total amount of call queues and inbox queues if applicable. Inbox 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. |
Features | Description |
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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. |
Features | Description |
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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. |
Features | Description |
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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. |
Features | Description |
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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. |
Features | Description |
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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-written text messages — Complete only | Allows you to create / manage pre-written 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. |