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What is the agent dashboard?

Use this dashboard to see your personal productivity and real-time call details for the queues you are assigned to. This is exclusively for GoToConnect Support Center.

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Note: You must be assigned as an agent to at least one queue.

Assigned Queues

You will see a card for each queue that you are assigned to. The card 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 logged in to the queue
  • The status of each agent in the queue
You can click on a card to get more detailed information:
  • A list of the agents logged in to the queue and their status
  • The current talk time, wrap up time and pause time per logged in agent
  • A list of the paused agents and the amount of time they have been paused

Today's Activity

You will see three cards 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