What the Floor is for
The Floor shows every agent and what they are doing at this moment: on a call, wrapping up, available, busy, on a break or offline. It also shows who is waiting for you, both callers in phone queues and customers waiting in chat queues.
Open the menu, select Team, then select Floor. If you do not see Floor, your role does not include the wallboard permission. Ask your administrator.
The page updates by itself every few seconds. You do not need to refresh it. It is a normal page, not a special mode, so your own phone, calls and work carry on as usual while it is open.
Reading the figures at the top
Six tiles sum up the floor: Callers waiting, Longest wait, Chats waiting, On calls, Available and On a break. Callers waiting turns red when anyone is in a queue, and Longest wait turns red after two minutes. Available turns red when nobody is free and callers are waiting.
When you have more than one phone queue and people are waiting, a line under the tiles shows how many are waiting in each queue.
If your workspace has teams, use the drop-down next to the title to show one team instead of Everyone.
Reading the agent cards
Each agent has a card with a coloured dot, their name and extension, their status, the break reason if they gave one, how long they have been in that status and their teams.
When an agent is on a call, the card shows the customer's name or number, how long the call has lasted (or ringing), whether it is a call in or a call out, and the queue it came from. If an agent has open chats, the card shows how many.
Agents on calls are listed first. Use the buttons above the cards to show Everyone, only those On calls, only those Available, or those Away.
If another supervisor is listening to a call, the card says who.
Before you listen: your own phone
Listening in uses your own browser phone, so you need a GoDesk Voice extension of your own, and your role must allow listening. If something is missing, a short note at the top of the cards tells you why, for example that you need an extension of your own to listen.
GoDesk runs your phone in one browser tab at a time. If you press Listen in a tab that is not running your phone, GoDesk moves the phone to that tab and asks you to press Listen again in a few seconds.
Wear your headset. When you start listening, GoDesk rings your browser phone on a separate line and picks it up by itself. It never shows as a call of yours and is not added to your call history.
Your own calls always come first. While you are on a call the Listen buttons are greyed out, and if you answer or make a call while listening, listening stops.
Listen, whisper and join
Find the agent's card. The buttons appear once the call has been answered.
Select Listen to hear the call. Only you hear it: the agent and the customer do not hear you.
Select Whisper to coach the agent. The agent hears you, the customer does not.
Select Join to take part in the call. Both the agent and the customer hear you.
Whisper and Join appear only if your role allows them. Some roles may listen only.
While you are listening
A purple bar appears at the top of every page, for example Listening to Amy's call, with a timer. You can keep working on other pages while it runs.
Use the Listen, Whisper and Join buttons in the bar to switch mode without starting again. The bar reminds you who can hear you.
Select Stop to leave the call. If the call ends, the bar closes and tells you the call ended.
Your workspace decides whether agents are told. If your administrator has switched it on, the agent sees a line such as 'Sue is listening to this call' above their screen. Every session is recorded either way. If your role can open Settings, Listening in under Calls shows each session: who listened, to whom, when, how long and in which modes.
If something does not work
The Listen buttons are missing: the agent may still be ringing, the agent may not have a GoDesk Voice extension, or your role may not allow listening. Ask your administrator to check your role and extensions.
You see 'Could not connect you to the call. Is your phone online?': check your browser phone is connected and that your headset is plugged in, then try again. You can run a Network check from the help menu (the lifebuoy icon next to your name).
You see that your phone is running in another GoDesk tab: switch to that tab, or close the other tabs, then try again.
The figures look stale or the page says it could not load the floor: refresh the page. If it keeps happening, tell your administrator, or report it to GoDesk support with Report a problem in the help menu, or email help@godesk.co.ke.
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