Management Center Quick Start Guide

Note: If a representative has been granted Management Center access, they can also log in to the Management Center at www.gotoassist.com/manager.

Note: If a representative has been granted Management Center access, they can also log in to the Management Center at www.gotoassist.com/manager.

1. Click My Settings in the left navigation.
2. Modify the login settings.
3. Click Save Settingswhen finished.

1. Click My Settings > Language in the left navigation.
2. Select your desired language from the options displayed.
3. Click Save Settings.

1. Go to Managers > Add Managers in the left navigation.
2. Fill in the required manager settings listed here.
3. Click Add Manager when finished. See Change Manager Settings to modify.

Note: If the manager also has a HelpAlert login, their Management Center login must be different, but the email address can be the same.

1. Click Managers in the left navigation.
2. On the Mangers tab, use the search fields to find and select the check box(es) of the desired manager(s).
3. Click Delete Selected Managers > OK.

1. Click Teams in the left navigation.
2. Enter a name in the text field at the bottom and click Add Team.
3. On the Add Team tab, modify the team settings.
4. Click Add Team when finished. See Change Team Settings to modify.

Note: Team settings may be overridden on a per-representative function. Functions must be turned on at both the portal and representative levels to be enabled for a specific representative.

1. Click Teams in the left navigation.
2. Click the Arrow icon next to the desired team to add a subteam.
3. Enter a name in the text field and click Add Subteam.
4. On the Add Subteam tab, modify the subteam settings.
5. Click Add Subteam when finished.

Note: Subteam settings may be overridden on a per-representative function. Functions must be turned on at both the portal and representative levels to be enabled for a specific representative.

1. Ensure that the desired team is assigned to the desired portal (Teams > [select team] > Portal).
2. Click Representatives in the left navigation and select the desired representative (or add a new one).
3. Use the Team drop-down menu to assign the representative to the team or subteam.
4. Click Save Settings when finished.

1. Click Teams in the left navigation and select the desired team.
2. Use the Portal drop-down menu to assign the team to the desired portal.
3. Click Save Settings when finished.

1. Click Teams in the left navigation.
2. Select a team or subteam.
3. Click Delete Team or Delete Subteam.

Note: Deleting a team or subteam does not delete the assigned representatives from your account.

1. Click Representatives > Add Reps in the left navigation.
2. Enter the required information for the new representative.
3. Click Add to List to add the new representative to the Pending List. If desired, complete Step #2 again to add additional representatives. To remove a representative from the pending list, select it and click Remove from List.
4. Click Add Representatives.
5. Confirm and click Submit. See Change Representative Settings to modify.

1. Click Representatives > Add Reps in the left navigation.
2. Click the Click here link at the top of the page.
3. In the Batch Entry field, enter the list of representatives in the following format: parent team name, team name, login, first name, last name, password, screen name, custom.
4. Click Add Representatives. See Change Representative Settings to modify.

1. Click Representatives in the left navigation.
2. Select the checkbox(es) of the desired representative(s).
3. In the "Move Selected Representatives to" drop-down menu, select the representative's new team.
4. Click Move Representatives > OK.

Note: Team managers can only move representatives from one team to another if they are a manager on both teams.

1. Click Representatives in the left navigation.
2. Click the name of the representative.
3. Make desired changes, then click Save Settings.

1. Click Representatives in the left navigation.
2. Select the checkbox(es) of the desired representative(s).
3. Click Delete Selected Representatives > OK.

Note: Once a representative login is deleted, you will be unable to run reports on that representative. However, portal reports will still reflect that representative's sessions and data.

1. In the left navigation, click Dashboard.
2. Select a monitor to add to the dashboard from the "Add a Monitor" drop-down menu.
3. Configure the monitor settings listed here.
4. The dashboard will continue to monitor the queries, representatives, or queue as configured after you log out of the Management Center.

1. In the left navigation, click Dashboard.
2. Click the Close icon to remove the dashboard monitor.

1. Log in to the Management Center, create an Active Queries Monitor and click the View icon next to the active support session.
2. Once the connection has established, the Viewer Window and/or Chat Box appear. The manager is invisible to the customer and all representatives (i.e., no chat or remote control ability).
3. To stop monitoring the session, click the Close icon or select File > Leave Session.

• Concurrent Usage Report
• Connection Code Report
• Customer Survey Report
• License Usage Report
• Manager Login Activity Report
• Missed Queries Report
• Rep Login Activity Report
• Rep Performance Report
• Rep Survey Report
• Session Arrival Report
• Session Detail Report
• Session Transfer Report
• Silent Monitor Report
• Snapshot Summary Report

• Customer Survey Report
• Session Detail Report
• Snapshot Summary Report

1. Click Reports in the left navigation.
2. On the Reports tab, create a new report by configuring the settings listed here.
3. Click Generate Report.
4. If you attempt to generate a report using the "Date Range: Begin/End Dates" drop-down menu, then selecting a "Begin Date" and "End Date" for session data outside of the date range allowance will display a message, "Session data is only stored for 90 days. Date range begins too far in the past."

Note: Because reports open via pop-up windows, they may not generate properly if you have pop-up blocking enabled in your web browser.

1. Complete Steps #1 - 2 of "How do I create a report?" (listed above).
2. Instead of clicking the Generate Report button, enter a name for the report and click Save Report.
3. The report appears in the "My Reports" list at the bottom of the page and remains available for 90 days.

Note: You can also set up recurring reports to be automatically emailed to you. See Enable Scheduled Email Delivery for more information.

1. Click Reports in the left navigation.
2. Use the "My Reports" list at the bottom of the page to do the following:

• Run a saved report – Select the report and click Generate to generate a report based on the newest data.
• Edit a saved report – Select the report and click Edit to modify the parameters of the saved report.
• Delete a saved report – Select the report and click Delete to remove it from the list.

1. Click Reports > Monthly Reports in the left navigation.
2. Click the Create a new monthly report link.
3. Create the new report by configuring the settings listed here.
4. Click Save when finished. The report appears on the "Select Monthly Report" list.

1. Click Reports > Monthly Reports in the left navigation.
2. On the "Select Monthly Reports" tab, you can do the following:

• Search for report data – Select search parameters and click Search.
• Delete reports – Select the report and click Delete to remove it.
• Download reports – Select a format type and click Download to download a new copy of the monthly report.
• View report details – Select the report and click View Details to open a new window.

1. Complete Steps #1 - 2 of "How do I create a report?"
2. Instead of clicking the Generate Report button, configure the options below the button listed here.
3. Click OK when finished.
4. Click the My Settings link to change the email address to which the reports should be sent. This will change your account email address.

1. In the left-navigation, click Session Review.
2. If prompted by Java, click Allow, Run or OK.
3. Search for a session by either entering the Session ID or using the portal, team, and/or date range drop-down menus.
4. Click Find.
5. In the search results, you can choose to view the chat transcript, replay a session in the Viewer, and/or review the remote diagnostics. Learn more.

1. In the left navigation, click Session Review.
2. Search for a session by either entering the Session ID or using the portal, team, and/or date range drop-down menus.
3. Select the desired session to export and click the Review icon to open the Viewer window. If a session is older than 90 days, an Unavailable Data icon will appear with a message, "Data no longer available – Session data is only stored for 90 days."
4. If prompted, accept the download to allow the session to load. If needed, restart the download by clicking download & run GoToAssist Replay.
5. On the Viewer menu bar, select File > Export to WMV.
6. Select the desired screen resolution and click Begin Exporting.
7. On the Export File window, browse to the desired storage location. If desired, rename the file and click Save.

Note: Configurations vary. You may have an additional icon allowing you to view local screen sharing sessions.

Note: Instructions for navigating to "My Documents" or "Documents" may vary depending on the version of Windows you are using.

1. Locate and open GoToAssist_Corporate_ReplayApp.exe.
2. Once opened, go to File > Open Session File...
3. Locate and select your desired recording from the G2ACRecordings folder.
4. Click Open.
5. The session recording will play back within the Session Viewer window.
6. If desired, you can export your session recording to be saved in .wmv file format.

1. In the left navigation, click Session Review.
2. Click the Session Replay Passphrase link below the results box.
3. Select the desired portal from the drop-down menu.
4. Enter your personal Management Center password.
5. Enter and re-type a Session Replay Passphrase, then click Submit.

1. Click Session Replay in the left navigation.
2. Click the Session Replay Passphrase link below the results box.
3. Select the desired portal from the drop-down menu.
4. You can either change the password or remove the password completely.