The most recent content from our members.
I saw a few other suggestions on this but I also want to suggest that there should be some type of voicemail report under the call reports. Managers should have visibility into voicemails to ensure that team members are handling voicemails. Also, there should be an option to retrieve deleted voicemails as well. Goto really…
It would be nice to restrict users to only see their calls in analytics. It would be nice to also have a user by user setting to allow them to listen to only their recordings
Often, call centers need to make outbound calls that are not part of a formal campaign or tied to a missed inbound queue call. These outbound activities should be accurately reflected in an agent’s performance metrics—specifically within the Agent Activity Timeline. As an admin or supervisor, I should not have to rely on…
I noticed that the report currently displays my username and number in my column, but the client column only shows the number. It would be helpful if the client’s name and number were both included in their column for better clarity. Additionally, for compliance with HIPAA/PCI requirements, it would be beneficial to have…
create a way to access phone call recordings on the mobile app. Please!
We have Handled count, Abandoned count and Evicted customer count, but unfortunately no transferred count. Can we add this into current reporting?
Currently in GoTo Admin, you cannot change the name of a device that has a user assigned to it, and there is no option to turn off syncing with assigned user's name, only the option to turn of syncing the display name (which is different) with the assigned users, see below: This is an issue because when you change assigned…
We have had and issue several times where an agent has forwarded their own lines either accidentally or intentionally but forgot. A report that can be run to see what extensions are forwarded if any would be helpful.
Currently the report shows the total number of calls aggregated for the selected date range (e.g., last 7 or 30 days). Could we add a feature to view this data broken down by day? It would be great to see the daily volume trends within those date ranges.
I would like a report that i can export details of a completed Remote Execution job. I need to know what devices were successful, what failed, and who the last logged in user was. When I export, i can only get the successful device, no info on last logged in user, and no exportable info on failed devices
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