Contact Center

COVID-19: A Guide to Working Remotely

Everything you need for a seamless transition to working remotely

1What is GoToConnect Support Center?

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.

2 Access GoToConnect Agent View

Note: You must be a GoToConnect user and be assigned as an agent to at least one queue to complete these steps.

  1. Log in to GoToConnect.
  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. To log in to all assigned queues, click Ready for Calls.
  5. To log in to any unassigned queues, search for and check the queues from the drop-down menu.

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.

3Use the Agent Dashboard to Increase Productivity

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:

  • How many calls are waiting to be answered
  • How many calls are attended by an agent
  • How many agents are available in the queue
  • The status of each agent in the queue

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

4 Pause & Unpause from Queues

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.

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