HELP FILE

What is the agent dashboard?

Use this dashboard to see your personal productivity and real-time call details for the queues and campaigns you are assigned to. Available for GoTo Contact Complete plans.

General

Feature Details
Assigned Queues drop-down Choose which queues you want to login to. Depending on your permissions, you may or may not see unassigned queues.
Login to queues/Agent Status The login button becomes the agent status drop-down once you sign in. From here, you can pause or log out of all queues simultaneously.
Tip: You can log in, pause, or log out of individual queues directly from the desired queue card.
Settings gear Click the gear to access and manage your pre-saved text messages and pre-recorded audio messages.
Filters Choose the queue types you want to view.

Assigned Queues

You will see a card for each queue/campaign that you are assigned to. The card will include the following information depending on the type:
Card Type Details
Call Queue
  • 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 Queue
  • Amount of unassigned chats
  • Amount of agents are logged in to the queue
  • Longest amount of time an unassigned chat has waited on an agent response
  • Longest amount of time an assigned chat has waited on an agent response
  • Amount of chats waiting for the agent to respond
  • Amount of chats waiting for the client to respond
  • Total amount of chats waiting on responses
  • Ability to manage your status in a specific queue
Campaign
  • 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 any card for more details such as the queue activity and the status of the agents logged into each queue or campaign.

Today's Activity

You will see three cards that are filtered according to your choice. Today's numbers will be on the left, the day you filtered to for comparison will be on the right. These are the three widgets:
  • Queue calls you have answered
  • Non-queue calls you have answered
  • Non-queue calls that you have made

Week's Activity

You will see 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