HELP FILE

How do I take calls?

    Use the agent dashboard to engage in calls and view high-level call queue activity.

    About this task: Once logged in, the system will automatically dispatch calls to you appropriately if you are assigned to multiple queue types. You won't need to choose the type of call you receive, nor the specific entry to return a call for if the auto-queue callback or campaign features are enabled.
    1. Sign in to our GoTo app.
    2. Select the desired line extension if there are multiple.
    3. Click the headset icon to access the agent dashboard.
    4. When a call comes in, click Accept or the green phone icon to answer the call.

      Here are the types of calls you may receive:

      • Inbound queue call:You will see Incoming Call and the name of the queue the call is coming from at the top of the call notification, along with any available caller ID information for that caller. Expect to speak to the customer upon answering the call.
      • Queue callback request: You will see Requested Callback and the name of the queue the caller was waiting in at the top of the call notification, along with any available caller ID information for that caller that you will be trying to reach. Expect to hear ringing or hold music upon answering the call, as the system will then try to connect you with the customer.
      • Campaign call: You will see Campaign and the name of the campaign this missed contact has been assigned to at the top of the call notification, along with any available caller ID information for the caller that you will be trying to reach. Expect to hear ringing or hold music upon answering the call, as the system will then try to connect you with the customer.

    5. Use the customer information view to identify the caller and take notes.
    6. To end a call, click the red phone icon.
    7. Optional: When a call is ended, you can click End wrap up as soon as you are ready to take another call rather than waiting for the full time to pass. A supervisor can also end the wrap up time early on your behalf.