Contact Center

COVID-19: A Guide to Managing Your Agents

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.

2Dive into the Data to Make Better Decisions

Here is what you, as a Supervisor, can do to help your team succeed.

See what data you can gather and use from Contact Center:

  • Use the Supervisor Dashboard for real-time, high-level views of what’s happening in your queues. For more help, read or watch here.
  • Use the Real-time Dashboard and Queue Details Page to get a deeper look at what is going on in a specific queue with your callers and agents, then act on the activity you see with things like jumping into a particularly long call to see what’s going on. For more help, read or watch here.
  • Use the Management Tool to set warning thresholds for call volume on your supervisor dashboard. For more help, read here.
  • Use the Agent Effectiveness Dashboard to better understand, manage and improve the outcomes of your agents. For more help, read or watch here.
  • Use the User Activity Report for a historical breakdown of each user’s call activity. For more help, read here.

See how to export your reports. For more help, read or watch here.

3Access your Reports and Dashboards

Watch the Accessing Support Center Video

Note: You must be a GoToConnect user and be assigned the Supervisor role to complete these steps.


1. To see your Supervisor Dashboard:

2. To see all other reports and dashboards:

4Monitor your Agents

Note: You must be a GoToConnect user and be assigned the Supervisor role to complete these steps. You will only be able to listen to the active calls of agent's assigned to the queue(s) you are a supervisor over.

  1. Log in to GoToConnect.
  2. Click the dashboard icon.
  3. Select a queue from Activity.
  4. Click ••• next to the agent you want to monitor.
  5. Select whisper, listen, or barge. If you need to switch the monitoring mode, you will need to end the call and go back to step 4.
  6. Hang up when you are done.

5Send the User Guide to your Agents

Send the Support Center Agent User Guide to all your remote agents so they can:

  1. Access the GoToConnect Agent Experience
  2. Use the Agent Dashboard to increase productivity
  3. Pause and unpause from queues as needed
Didn't find what you were looking for? Please see our other products.
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