This month, we’re excited to share a roundup of new features and updates designed to enhance your experience and make GoTo Connect even more powerful and user-friendly. Here’s everything you need to know!
Do Not Record Settings
Customers concerned with privacy want to be able to exempt certain extensions from recordings no matter what, especially in situations where a call with an ongoing recording transfers to an extension to share sensitive information like credit card information.
PBX administrators can now configure “Do Not Record” settings on
- Direct Extensions
- Ring Groups
- and Queues
Mute the ongoing recording whenever the Do Not Record extension is on the call. This can be configured in the global pbx settings and/or per extension in the recording settings.
Manage Contacts in GoTo Admin
The Contacts experience is now available directly from the GoTo Admin Portal for all our Admin users! No longer do you have to use the GoTo app to manage contacts. This will help with even more features coming soon for Contacts and Shared Contacts.
Schedule-Based DND on Web, Desktop, and Mobile
Schedule-based DND provides the ability for users to configure their personal work hours directly from the GoTo app. Outside of these defined hours, you can now automatically activate Do Not Disturb effectively silencing all notifications across all platforms.
Contact Center: AI Management
The release of AI Quality Management (AIQM) as an important Workforce Engagement Management module embedded within Contact Center Complete. AIQM evaluates agent quality for up to 100% of inbound queue calls against a set of pre-defined, out-of-the-box customer service questions. Evaluations appear within minutes for review, unlocking a new era in responsiveness and coverage for quality assurance.
Contact Center: Custom Dispositions for call queues
A favorite ask from Community members is now available! Organizations can now categorize queue calls using custom dispositions. CC admins & authorized Supervisors can create new, custom dispositions to categorize agent calls. They can also edit those dispositions, and enable/disable them from their agents' interface. Disposition categories offer a way to group the dispositions in the softphone interface.
Analytics users can filter by disposition in the Queue caller dashboard, and view Dispositions in the Queue caller export and interaction details.
There's more coming, stay tuned to this space, and please let us know your questions or comments in this thread.
