Contact Center

Supervisor user guide

Learn how to use your dashboard, manage queues and campaigns, monitor your agents and help them get set up for success.

1Access your supervisor dashboard

Before you begin: You must be a GoTo Connect user and be assigned the Supervisor role.

  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 dashboard icon.
  4. Choose what you want to do (options are detailed below).

For customers who signed up on our Support Center plan prior to June 9th, 2020, you have access to a different Supervisor Dashboard through the legacy Contact Center Portal. The enhanced dashboard in our GoTo app is for Core and Complete customers as well as Support Center customers who signed after June 9th.

2Manage your agents' status

Things to note first —

  • Current action options include the ability to log an agent in or out, pause an agent, monitor an agent, or end their wrap up time early (if enabled by an admin).
  • Logging a user in to a queue or campaign to take calls does not permanently assign them to that queue or configure a contact center role for that user.
  • If a user is configured with the agent role, they will have the agent dashboard experience.
  • If a user is logged in to an unassigned queue, they will remain logged in until they log out or you log them out, even if a contact center admin turns off their access to unassigned queues.

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  1. Click Queues and then click a specific queue to manage agents.
  2. Click under Actions and then choose what you would like to do.
  1. Click Chats and then click a specific chat to manage agents.
  2. From Agents, click under Actions and then choose what you would like to do.
  1. Click Campaigns and then click a specific campaign to manage agents.
  2. From Agents, click under Actions and then choose what you would like to do.

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3Manage your campaigns

From Campaigns, you can view the overall performance data for your campaign(s) or select the campaign you want to manage. Use the icons on the right to switch between a card and list view. When viewing the overview data, an entry is considered handled if the customer answers the call attempt from the agent. An entry is considered not completed if the customer was unresponsive to the agent's contact attempt. Regardless if the customer answered or not, the entry is removed from the list and considered resolved once the agent has answered their phone and attempted to reach the customer. The system will not re-try the contact attempt if the customer does not answer. When there are no more calls assigned to the campaign, the status will change from active to inactive. Your campaigns will also become inactive if you are viewing the campaign during closed hours (when a schedule is assigned), or if there are no agents assigned to take the calls.

Choose what you want to do:

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  1. Select + Add callers.
  2. Select the Missed calls tab.
  3. Select the missed call(s) you want added.
  4. Select + Add to Campaign.
  1. Select + Add callers.
  2. Select the CSV import tab.
  3. Add your .CSV file for import. Important: Your file must contain a column of valid phone numbers. Only numbers and ( ) + - . will be accepted in the phone number column.
  4. Select the checkbox if your file includes column headers in the first row.
  5. Select + Add to campaign.
  1. Hover over a missed call and then select the arrow to move this entry to another campaign.
  2. Hover over a missed call and then select the trash can icon to remove this entry from your campaign.
  3. Check the boxes next to multiple entries to move or delete them in bulk.
Select Callers→Active Calls. There you can see further details of the status of each call.
  1. Select Agents under Campaign Activities.
  2. Add or remove agents, pause/unpause or log in/log out any currently assigned agent, or monitor their calls using the three dots on the right of an agent entry.
Select Pause Campaign.

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4Monitor and coach your agents

  1. Select a queue or campaign from Real Time Overview.
  2. From Agent Activity (Queues) or Agents (Campaigns) > Actions, click the three dots next to the agent you want to monitor.
  3. Select whisper, listen, or barge.
  4. Hang up when you are done.

5Manage wallboards

Click Open Wallboards in the top right. Choose what you want to do:

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  1. Click + New Wallboard.
  2. Add a name and description then click Ok.
  3. Click either + add first widget or + Add widget .
  4. Choose one or multiple widgets to add to your wallboard and then click add widgets.
    • To modify a widget: Select pencil icon, make edits, then close when finished.
    • To organize widgets: Drag and drop widgets to reposition them.
    • To resize a card: Drag the corner of the widget.
  5. Click Save.
  1. Click the pencil icon next to the wallboard you want to update.
  2. Make any needed changes.
  3. Click Save.
  1. Click the three dots next to the desired wallboard.
  2. Select Archive or Delete.
Click the launch icon next to the wallboard you want to launch in your browser. You can also cast from Chrome directly.

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6See real time metrics

  • Use the Overview tab to see a high-level view of your queues performance in real-time.
  • Click on one of the following queue type tabs to drill down further into specific queues and see exactly what's happening for your agents and customers:
    • Call queues
    • Campaigns — Complete only
    • Chats
  • Use the Agents tab to see the details of each agent assigned to your queues and take action where needed.
  • Use the Callers tab to see a list of all callers currently waiting for their call to be answered by an agent.

Click here to see a detailed breakdown of all the real time data points you'll find in each section of your supervisor dashboard.

7Access 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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8Send your agents their user guide

Ensure your agents have the Agent user guide so they can learn how to:

  • Access the agent dashboard in the GoTo app
  • Manage their status
  • Take calls and chats
  • Create and manage pre-recorded audio and pre-saved text messages
  • Track their productivity
  • See real-time metrics for their assigned queues
Didn't find what you were looking for? Please see our other products.


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