We’re excited to share the latest features, improvements, and enhancements with GoTo Connect released over the last month
Schedule Call & Message Reports
- Before this release, only the Queue Caller, Resolved Conversation, and Satisfaction Survey boards could be scheduled. With this release, it is now possible to schedule both the Call Reports and Message Reports boards as well, with the same flow.
- Automating this report to be delivered on a regular cadence eliminates all of the extra steps needed for managers and admins to export and share this information
Find out how to share and schedule reports here.
Also released Improvements to the Scheduled Reports Naming Conventions
- CSV reports that are scheduled in Analytics now have unique naming conventions based on the date and board scheduled.
- This release now gives a distinct name to each export including the board exported and the date it was exported. See image below for examples of what this looks like
Voicemail Visibility in GoTo Admin
- This is a new feature in Goto Admin that now allows admins to view the read / unread voicemails for each extension.
- All voicemail settings are now in their own tab under direct extensions → Voicemail
- There is a new table in the voicemail section that displays all voicemails left for the extension.
New Device Settings directly in GoTo Admin
- Now you can easily customize key features for your hard phones directly in GoTo Admin, making it simple to set defaults and manage device to fit your needs.
Contact Center: Pause Detail and Productivity Reporting
- See more information here in our idea forum.
Contact Center: AI Quality Management Configuration Improvements - Not Applicable Scoring and more
- Meet smarter scoring with N/A in AIQM: we clearly surface non-applicable moments and let you choose whether they count, giving you cleaner, more trustworthy scores, happier agents, and sharper coaching. It’s effortless to use, eliminates blind spots, and ensures your benchmarks reflect real performance—without ever penalizing agents for what didn’t happen.
- A question such as “Did the agent ask the caller before placing them on hold?” may not apply if the call contains no hold. These types of questions will now be scored N/A appropriately. We are also offering configurability for the Total Score calculation when N/A is involved.
Contact Center: AI Quality Management Assign Forms to Queues
AI QM customers’ admins can now create versioned evaluation forms, centrally manage questions and assign or unassign forms to specific queues.- You can now build multiple, versioned evaluation forms and assign them to the queues that matter, backed by a central question bank and fully supporting ‘no‑credit for N/A’ option—cleaner evaluations, better coaching, and audit‑ready history.
Learn more about AI quality management here.
Questions, comments, feedback? Let us know in the comments below.
Updated 2 days ago
Version 2.0