September Update

This summer has seen a flurry of updates to GoTo Connect. Let's dive into the latest enhancements and review some of the key additions:

Contact Center

New Contacts Experience: when you select Contacts in the GoTo app, you will view all contacts in the main window, as well as search from the main window instead of the side panel. This is the foundation for more bulk contacts management features to come!
Shared Contact Conversation history now available on mobile: Team members are now able to see the historical conversations of a shared contact, including private and shared inbox interactions.
Forward texts to your email: Away from your computer? Forward inbound and outbound texts directly to your email so you never miss a message. Ready to give it a try? Navigate to Settings > Messages.
New features for Instant Response: Set up instant response to send automatic text messages to missed calls. Now you can enjoy added features like:

Response frequency
Set response timeframe
Notification options

SMS auto-reply: You can now activate SMS auto-reply in your call queue settings! This setting automatically sends an SMS to callers who have abandoned the call queue. Learn more!
Queued Callback Enhancement: We have now introduced the ability to set the Caller Wait Time Threshold to "0", allowing the option of always offering a callback. Read all about it here.
Conversation Review: is a new feature in the Contact Center Analytics that will empower customers with a deeper understanding of their customer phone call interactions. Learn more on how to access Conversation Review and explore and analyze customer interactions and improve overall service quality.
AI Analysis: Enable AI Analysis to produce a sentiment score on your chat queues so you gain a better understanding on how a chat went and overall customer emotion! Learn more on how to enable this feature on your chat queues and where sentiment scores can be found in the Contact Center Analytics.
Contact Center Reporting- Expanded Wallboard Alerts: Color-coded alert and warning thresholds have now been added to key agent metrics on the call activity widget.
Contact Center Reporting- Ring All Strategy Improvements: improved the visibility of agent behavior when using the ‘All agents’ ring strategy. Unanswered calls offered via this strategy are logged as NOT_SELECTED and will no longer present as 'Missed' inside the Agent Summary reporting suite.

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Comments

KateG

@jstrittmatter it's been enabled now and should be able to view in approximately 30 minutes, please note it will be for new queue calls.

jstrittmatter

@KateG

Has this been enabled for my account and how long until I can actually see the detailed information?

KateG

@jstrittmatter thanks for getting back to me. In 1 hour from now, new queue calls should have data for your account.

I learned this is a known issue, it should be enabled by default, but we had to manually grant access. Thanks for calling this out and brining it to my attention.

jstrittmatter

@KateG

I am unable to pull data from any call.

KateG

@jstrittmatter are you able to pull data for any call or is just one specific call that is not generating data?

jstrittmatter

When trying to access this feature:

Accessing Conversation Review

Navigate to the Queue Caller — Summary table within the Queue Caller board.
Select a specific day in the Date column.
Select the desired call to drill into the individual call details.

I receive a message saying there is no data available for this call. The call occurred in the previous week. Why is this feature not working as described?

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