GoToConnect Support Center is our bold new Contact Center offering that provides you with the data you need to more effectively manage your inbound calls and make outcome-driven decisions that improve the success of your team. With our short and simple setup for your IT team and our plethora of real-time agent and supervisor dashboards, we’ve got everything you need to succeed in these unprecedented times.
Tip: To log out of all assigned queues, click the three dots and then click Sign out of queues. To log out of specific or unassigned queues, uncheck the queues from the drop-down menu.
Use this dashboard inside of your Agent View to see your personal productivity and real-time call details for the queues you are assigned to.
Assigned Queues — You will see a widget for each queue that you are assigned to. The widget will include the following information:
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:
Week's Activity — You will see call details broken out by day and call type. These are the three call types:
If you need to take a break from taking queue calls, you can click Pause All Queues in GoToConnect.
Click Ready for Calls in the same view when you are ready to unpause.