Contact Center Agent User Guide
Learn how to use the agent dashboard to take calls and chats, enhance your productivity, and manage your time more efficiently.
Access Your Agent Dashboard
Before you begin: You must be a
GoTo Connect user and be
assigned as an agent.
Manage your status
Use the agent dashboard to log in, pause, or log out of all assigned queues simultaneously or specific queues individually.
Log in/out of all queues
- From , use the Assigned Queues menu to select which queues you want to join.
- Select Login to queues.
- To pause or log out, choose the desired option from the Agent status menu.
- To resume activity in your queues, select Ready from the Agent status menu.
Log in/out of specific queues
- From , select the queue card you need to update.
- From the My Status menu, choose Ready Now to log in, the desired pause reason to take a break, or Logout to leave the queue.
Take Calls
Once logged in, the system will automatically dispatch calls to you appropriately if you are assigned to multiple queue types. You won't need to choose the type of call you receive, nor the specific entry to return a call for if the auto-queue callback or campaign features are enabled.
- Click to access the agent dashboard. Log in to your call queue(s).
- When a call comes in, click Accept or the green phone icon to answer the call.
- To end a call, click the red phone icon.
- When a call is ended, you can click End wrap up as soon as you are ready to take another call rather than waiting for the full time to pass. A supervisor can also end the wrap up time early on your behalf.
Types of calls you may receive
- Inbound queue call:You will see Incoming Call and the name of the queue the call is coming from at the top of the call notification, along with any available caller ID information for that caller. Expect to speak to the customer upon answering the call.
- Queue callback request: You will see Requested Callback and the name of the queue the caller was waiting in at the top of the call notification, along with any available caller ID information for that caller that you will be trying to reach. Expect to hear ringing or hold music upon answering the call, as the system will then try to connect you with the customer.
- Campaign call: You will see Campaign and the name of the campaign this missed contact has been assigned to at the top of the call notification, along with any available caller ID information for the caller that you will be trying to reach. Expect to hear ringing or hold music upon answering the call, as the system will then try to connect you with the customer.
Call actions
Choose what you would like to during the call:
- Link the call to a contact.
- Take notes during the call.
- Add a call disposition and tags to describe call outcome.
Note: Call dispositions must be enabled by an admin.
- View the contact's history.
- Create or insert a soundclip.
- Place the call on hold.
- Use the dial keypad or quick dial.
- Adjust audio and speaker settings.
- Initiate 3-way call.
- Transfer the call.
- Park the call
- Pause and resume call recording.
- End the call.
Take Chats
- Sign in to our GoTo desktop/web app.
- Select Inbox from the left navigation.
- Log in/out of the desired chat queue(s).
Tip: If you aren't logged into any chat queue(s) yet, there are some quick tool tips to help you log in quickly:
- To log in to all chat queues, select Logged out of queues in the bottom left of the screen.
- To log in to specific queues, select Open agent dashboard.
- Within the Shared inbox section, select a chat to engage.
- Ensure your team members know how to use the shared inbox so they feel confident engaging and responding to customer's messages.
Types of chats you may receive
- Contact Center customers will use Chat conversations within Contact Center to respond to messages from Contact Center chat queues.
- Customer Engagement customers will use the Shared Inbox for SMS/MMS messaging with customers and for responding to messages from campaigns.
Chat actions
Choose what you would like to do during a chat:
- To log in to all chat queues, select Logged out of queues in the bottom left of the screen.
- To log in to specific queues, select Open agent dashboard.
Pre-Saved Text Messages
Create pre-written text messages or use publicly created messages from supervisors to increase productivity and reduce the need to re-type frequently used messages.
You must be
set up as a user and assigned the
Team member role in Customer Engagement or the
Agent role in Contact Center
Add a new message
- Select + Add new pre-written message.
- Complete each field.
Note: Use shortcuts for quicker access to your messages when chatting. Use categories to easily narrow your search.
- Click Save when complete.
Edit an existing message
- Select the entry you want to edit.
Note: You will see a complete list of all messages created by you as well as public messages created by the admin or supervisor. You can only make changes to your personal messages.
- Make any needed changes such as updating the shortcut, changing the categories, or editing the text.
- Click Save when complete.
- To enable or disable a message, turn on/off that specific entry under Active.
Use a message
- When you are on an active chat, select the templates icon or type a shortcut directly into the text field to open your pre-written messages.
- Select the message you want to use.
- Make any edits as needed and then press Enter to send your message.
Note: Currently, you can only send one pre-written message at a time. Any edits made to a pre-written message from the text field will not permanently alter the pre-saved message itself.
Pre-Recorded Audio Messages
Create and use pre-recorded messages to leave with the click of a button so your time can be spent where it has the greatest value. Available for Complete only.
This feature is available to use during a call in call queues and campaigns.
- Sign in to our GoTo desktop/web app.
- From , click the settings gear in the top right and then click Pre-recorded audio messages.
Add new recording
- Click New Message.
- Complete each field.
- Click Save when complete.
Edit/delete an existing recording
- Click the Recordings or Archive tab.
- Select the entry you want to edit or delete.
- Make any needed changes such as updating the tags, re-recording the audio, archiving/unarchiving the file, or deleting the file.
- Click Save when complete.
Use a recording
- When you are on an active call, click Soundclips in the sidecar.
- Select the recording you want to use. Archived entries will not display in the list.
- Click Play to run the recording and then continue the conversation or click Play and hang up if you want the call to end after the recording.
See Real Time Metrics
From
Assigned Queues, you will see a card of high level real time activity for each queue or campaign you are assigned to.
You can click into the card for more details.
Call queues
- Amount of calls are waiting to be answered
- Amount of agents are logged in to the queue
- Longest waiting call
- Average amount of time for an agent to handle a call
- Total amount of calls today so far
- Status of each call (abandoned, timed out, handled)
- Ability to manage your status in a specific queue
Chat queues
- Amount of unassigned chat conversations
- Amount of agents are logged in to the queue
- Longest amount of time an unassigned chat conversation has waited on an agent response
- Longest amount of time an assigned chat conversation has waited on an agent response
- Amount of chat conversations waiting for the agent to respond
- Amount of chat conversations waiting for the client to respond
- Total amount of chat conversations waiting on an agent responses
Campaigns
- Amount of undialed missed calls assigned to the campaign
- Percentage of missed calls assigned to the queue that have been dialed
- Amount of agents are logged in to the campaign
- Average amount of time for an agent to handle a call
- Total amount of calls today so far
- Status of each call (incomplete, handled)
- Ability to manage your status in a specific campaign
Track Your Personal Productivity
Below the
Assigned Queues section, you will see your
Today's Activity and
Week's Activity metrics.
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