Contact Center

Admin user guide

Learn how to set up multichannel communications, enhance your queues with advanced features, and assign user roles and permissions.

1Access the configuration portal

Log in with one of our platforms:

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You must be a GoTo Connect user and be assigned the contact center admin role.
  1. Log in to the GoTo app.
  2. Click the configuration icon.
You must have admin or super admin permissions.
  1. Log in at https://my.jive.com/pbx.
  2. From the left sidebar, select Call Queues & Contact Center.
 You must be assigned a GoTo Connect license and contact center admin role.
  1. Log in at https://admin.goto.com
  2. From the left sidebar, select Phone system.
  3. Locate the Contact center section.

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2Assign a contact center admin

  1. From Users, search for and select the user you want to assign.
  2. From Overview > Details, click Edit.
  3. Check the box for GoTo Contact admin or Support Center admin depending on your plan.
  4. Click Save.

Tip: Once the first admin is assigned from the admin portal, you can assign others directly from the GoTo app by following steps 2-4.

3Set up your queues & campaigns

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  1. From Call Queues, click + Add Call Queue. The next available number will automatically populate the Extension; change this number as needed.
  2. Enter a Name for the queue and then select the type of queue you want to use (availability depends on your account).
  3. Click Save.
  4. Configure its settings. (This is where you will configure queue callback if it's available on your tier)
  5. If you selected an ICR queue type, complete the following steps to use this enhancement:

What to do next: To bring your call queue to life, route a phone number to it or use it in a dial plan.
  1. From Chat Queues, click + Add Chat Queue.
  2. Name the queue and then click Save.
  3. From the Supervisors tab, choose which users you want to assign the supervisor role to for this queue.
  4. From the Agents tab, choose which users you want to assign the agent role to for this queue.
  5. From the Settings tab, choose your general setting and distribution preferences and then choose which type of channel(s) you want to enable for this queue:
  6. Click Save when you are finished.


What to do next: Ensure your agents know how to use the chat queue in their agent dashboard.
  1. From Campaigns, click + Add Campaign.
  2. Name the campaign and then click Save.
  3. Select the newly created campaign to edit it's settings:
  • From the Overview tab, you can edit the name.
  • From the Settings tab, choose the settings you want such as the outbound caller ID used, the account schedule you want the campaign to follow, the amount of time an agent has to answer before the dispatched call is sent to another agent, the types of phone numbers you are comfortable calling, and your recording preferences.
  • From the Supervisors tab, choose which users you want to assign the supervisor role to for this campaign and click Assign.
  • From the Agents tab, choose which users users you want to assign the agent role to for this campaign and click Assign.

What to do next: Ensure your supervisors know how to manage this feature in the supervisor dashboard and that your agents know how to handle these dispatched calls.
This piece can only be done in the admin portal.
  1. Click Dial Plans in the left sidebar and then click the dial plan you want to edit. The dial plan editor will launch in a separate window.
  2. Drag and drop the Queue node in the left sidebar to the desired spot on the canvas.
  3. Drag and drop the Dial Plan Next Node icon of the previous node to the left side of the Queue node, connecting the nodes to prevent dropped calls.
  4. Where it says Choose, select the call queue that will be used.
  5. Where it says Timeout, enter the time (in seconds) the caller will wait in the call queue for the next available agent.
  6. Where it says On timeout, route the caller to the next step if no agents answer the call during the timeout period.
  7. Where it says On escape, route the caller to the next step if they dial * (star).
  8. Continue to build the call flow and click Save when you are finished.
  9. Repeat for any other queue.

Important: If you have enabled the Intelligent Call Routing (ICR) enhancement on your queues, click here to learn how to set up your dial plan properly with the additional caller info node.

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4Choose your enhancements

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There are current limitations to note:
  • The pre-recorded prompts and the key in code (#) cannot be customized. They are available in english only.
  • If the caller does not have a valid caller ID, they will not be offered the callback option, regardless of the wait time threshold being exceeded.
  • The prompt inviting them to opt-in to the callback will only be played once. A customer can press # any time after the prompt to accept.
  • The prompt will not include the estimated wait time.
  1. From Call Queues, select the queue that needs Auto-Queue Callback enabled.
  2. From Settings→Callback, toggle on Queue Callback.
  3. From Caller Wait Time Threshold, enter the desired amount of time for the threshold in seconds, minutes, or hours.
    • This must be a value greater than 0.
    • Alphabetic characters are not accepted.
    • This setting means that when the average wait time in the queue from the past 15 minutes exceeds the threshold you set, the callback option will be offered. If there have not been calls in the last 15 minutes, the average wait time is below the threshold, or there are agents available in the queue, the callback option will not be offered.
  4. From Caller ID to display to callers, select which phone number you want callers to see when the queue calls them back.
  5. Select which types of phone numbers you want to allow the system to call. This will override the dialing permissions of agents and users logged into the queue.
  6. Click Save when complete.

What to do next: Ensure your supervisors know they will see a callback tag on the entry in the Waiting table of the queue detail page inside their Supervisor Dashboard when a caller has opted for a callback. Ensure your agents know how to handle a callback request.
  1. From Queues or Campaigns, select the queue or campaign that needs this feature enabled.
  2. From Settings→Agent, toggle on End agent wrap up. Supervisors will have this action available to them in their supervisor dashboard automatically regardless of this setting for agents. Available for Complete and Support Center.
  3. Click Save.

What to do next: Ensure your agents and supervisors know how to cancel the wrap up time.
  1. From General settings→Priority management→Without priority, click the queue that you want to assign a weight score. You can use the search field or the available filters to more efficiently find your queues.
  2. Use the arrows or type in the desired weight score.
  3. Repeat as needed.
This is an optional feature. By default, all pause reasons are enabled. Disabling all of them will reset your agent's experience so that they see the Ready for Calls and Pause All Queues buttons rather than the Agent Status dropdown.
  1. From General Settings, click Pause Reasons.
  2. To add a new pause reason, click + New Reason.
    • The system does not support duplicate names, regardless of casing.
    • The character limit is 255 characters.
    • Spaces, latin letters, digits, dots, and special characters are allowed.
  3. To rename an existing pause reason, click the pencil icon.
  4. To delete a pause reason, click the trashcan icon.
  5. To disable pause reasons, toggle off or delete each pause reason.

What to do next: Let your agents and supervisors know what experience to expect. If pause reasons are enabled, agents will be able to sign in, select a pause reason, or log out of all queues/campaigns from a single drop-down menu in their agent view. If pause reasons are disabled, agents will see the Ready for Calls and Pause All Queues buttons. They will continue to click the three dots and then Sign out of queues to log out.
  1. From General Settings, select Tag management.
  2. To add a new tag:
    • Select + Add tag.
    • Enter a name.
    • Click the checkmark icon when complete.
  3. To edit an existing tag:
    • Click the pencil icon next to the entry you want to edit.
    • Update the tag name.
    • Click the checkmark icon when complete.
  4. To enable or disable a tag, toggle that specific entry on/off under Active.


What to do next: Let your agents know how to add tags to their chat conversations.
  1. From General Settings, select Pre-saved messages.
  2. To add a new message:
    • Select + Add pre-saved message.
    • Complete each field.
    • Click Save when complete.
  3. To edit an existing message:
    • Select the entry you want to edit.
    • Make any needed changes such as updating the shortcut, changing the private/public status, or editing the text.
    • Click Save when complete.
  4. To delete a message:
    • Hover over the entry you want to delete.
    • Click the trash can icon.
  5. To enable or disable a message, toggle that specific entry on/off under Active.


What to do next: Let your agents know what experience to expect.

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5Customize permissions

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  1. From General Settings→Permissions→Organization, toggle Allow users to sign into queues they are not assigned to on or off.
  2. Click Save.

What to do next: Ensure supervisors know how to temporarily log a user into an unassigned queue. Please note that any users currently logged in to an unassigned queue will maintain access to those queue(s) when this setting is changed, unless they log out or a supervisor logs them out.
  1. From General Settings→Permissions→Supervisor, choose which permissions you want users with this role to have:
    • Access to contact center configuration portal
    • Limit access to assigned call queues
    • View the settings of a call queue
    • Manage the settings of a call queue
    • View pause reasons
    • Manage pause reasons
    • View skills and skill assignments of agents
    • Manage skills and skill assignments of agents
  2. Click Save.

*Visibility of certain permissions depends on your plan
  1. From General Settings→Permissions→Agent, choose which permissions you want users with this role to have:
    • Manage pre-recorded messages
    • Manage public pre-saved messages
    • Create custom tags
  2. Click Save.

*Visibility of certain permissions depends on your plan

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6Access your analytics

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  1. Sign in to our GoTo app.
  2. Click Analytics to launch the analytics site.
  3. Click the board you want to view:
    • 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?
    • 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?
    • Resolved conversations — This board is designed to help you understand what is happening with your chat 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?

Fastpath: Click here to learn how these metrics, such as handled, abandoned, and time in queue, are defined. Please note that these metrics are confined to the selected filters in these boards. Click here to learn more about each card on the board and what tools are available to you for the analytics.
Before you begin:
  1. Sign in at https://my.jive.com/cr.
  2. Click the report you would like to view in the top Call Reports navigation menu.

For data prior to May 2021

This option will be available until December 2022. Please ensure any desired data is retrieved before then.
  1. Sign in at https://my.jive.com/cc.
  2. Click Take me to DataMart.
  3. Click Request Data.
  4. Complete all required fields.
  5. Click Submit Request when complete.

Result: Once retrieved, the requested data report will generate a .csv file that will be available for seven days.

For data post May 2021

With this option, you can export multiple files at once.
  1. Sign in to our GoTo app.
  2. Click Analytics to launch the analytics site.
  3. Click the board you want to export. The following are currently exportable:
    • Queue caller
    • Agent performance (limited exportable data)
  4. Set the desired filters.
  5. Click Export when complete.

Result: The desired data will generate a .csv file.

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7Send the user guides to your team

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