Contact Center

Agent user guide

Learn how to use the agent dashboard to take calls and chats, enhance your productivity, and manage your time more efficiently.

1 Access your agent dashboard

Before you begin: You must be a GoTo Connect user and be assigned as an agent.

  1. Log in to the GoTo app.
  2. If you have multiple lines, select the extension you want to use from the line selector dropdown in the bottom-left.
  3. Click the headphone icon.
  4. Choose what you want to do (options are detailed below).

2Manage my status

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  1. To log in, use the Assigned Queues menu to select which queues you want to join and then click Login to queues.
  2. To pause or log out, choose the desired option from the Agent status menu.
  3. To resume activity in your queues, click Ready from the Agent status menu.
  1. Select the queue card you need to update.
  2. From the My Status menu, choose Ready Now to log in, the desired pause reason to take a break, or Logout to leave the queue.

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3Take calls

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. When a call comes in, click Accept or the green phone icon to answer the call.
  2. To end a call, click the red phone icon.
  3. 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.


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.

4Take chats

When new chat conversations are received, you will see a pop-up notification in the bottom left of the GoTo app with the name of the person who chatted in (when applicable) and your current number of unread chats. This will display regardless of where you are in the app. Audible notifications can be set up from Your profile icon→Settings→Voice→Audio→Message tone.

  1. Click Chat conversations to enter the chat view.
  2. From Conversations, select a chat to engage.

Here are the types of chats you may receive:

  • SMS/MMS chat from a mobile phone — You will see the SMS bubble and the name of the queue the conversation is coming from at the top of the notification. Only available in the United States and Canada.
  • Webchat message — You will see the Webchat bubble and the name of the queue the conversation is coming from at the top of the notification. Only available in English at this time.
  • Facebook message — You will see the Facebook bubble and the name of the queue the conversation is coming from at the top of the notification. Only available in English at this time.
  • Instagram message — You will see the Instagram bubble and the name of the queue the conversation is coming from at the top of the notification. Only available in English at this time.

Additional chat features available for customers on the Complete plan:

  • Use the phone icon to flip the chat to a phone call
  • Use the video icon to flip the chat to a meeting room
  • Use +Add tag to organize your active and resolved chats

5Create & use pre-recorded audio messages — Complete only

Click the settings gear in the top right and then click Pre-recorded audio messages. Choose what you want to do:

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  1. Click New Message.
  2. Complete each field.
  3. Click Save when complete.
  1. Click the Recordings or Archive tab.
  2. Select the entry you want to edit or delete.
  3. Make any needed changes such as updating the tags, re-recording the audio, archiving/unarchiving the file, or deleting the file.
  4. Click Save when complete.
  1. When you are on an active call, click Show Recordings from the call menu.
  2. Select the recording you want to use. Archived entries will not display in the list.
  3. Click Play to run the recording and then continue the conversation or click Play recording and hang up if you want the call to end after the recording.

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6Create & use pre-saved text messages — Complete only

Click the settings gear in the top right and then click Pre-saved text messages. Choose what you want to do:

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  1. Click +Add new pre-saved text message.
  2. Complete each field. (Use shortcuts for quicker access to your messages when chatting. Use categories to easily narrow your search.)
  3. Click Save when complete.
  1. Select the entry you want to edit. You will see a complete list of all messages created by you as well as public messages created by the admin or supervisor. You can only make changes to your personal messages.
  2. Make any needed changes such as updating the shortcut, changing the categories, or editing the text.
  3. Click Save when complete.
  1. When you are on an active chat, click the chat icon or type a shortcut directly into the text field to open your pre-saved messages.
  2. Select the message you want to use.
  3. Make any edits as needed and then press Enter to send your message. Currently, you can only send one pre-saved message at a time. Any edits made to a pre-saved message from the text field will not permanently alter the pre-saved message itself.

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7See real time metrics

From Assigned Queues & Campaigns, you will see a card of high level real time activity for each queue or campaign you are 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

8Track your personal productivity

Today's Activity — You will see three widgets 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


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