HELP FILE

How do I monitor my agents?

    Effectively coach and support your agents by listening in real-time to their calls or watching their chat conversations in our GoTo app. Available for Complete and Support Center customers.

    Before you begin: You must be set up as a user and be assigned the supervisor role.
    About this task:
    • You will only be able to listen to the active calls of agent's assigned to the queue(s) you are a supervisor over.
    • You must use ACL monitoring permissions to listen to others with monitoring permissions.
    1. Sign in to our GoTo desktop/web app.
    2. Select Contact Center > Supervisor > Dashboard.
    3. To monitor calls:
      1. From Queues, select the desired queue.
      2. Under Actions, select next to the agent you want to help.
      3. Select whisper, listen, or barge.
      4. Hang up when you are done.
    4. To monitor chats:
      1. From Chats, select the desired queue.
      2. Under Actions, select > Watch conversation next to the chat(s) you want to watch.

        Note: You can watch multiple chats at a time and will see a visual indicator when new messages are received. Use the search bar to filter the conversation by keywords as needed.

        Result: The chat window will pop up on the bottom of your app.

      3. Close the chat window you are done watching the conversation.