Recent Blogs
Spotlight on AI Quality Management and introducing Scoring Improvements
2 MIN READ Many organizations are exploring how AI can be used to evaluate 100% of queue calls for quality assurance. However, questions often arise regarding oversight—both of the AI’s decisions and supervisors’ roles in the process. With recent usability enhancements in our AI Quality Management features, supervisors can now review, adjust, and validate AI-generated call evaluations. This creates multiple layers of oversight, helping to ensure fairness and transparency in the quality management process. These tools make it easier to identify opportunities for coaching, maintain high standards in customer interactions, and support trust in the evaluation process among teams. Additionally, these enhancements are designed to support compliance requirements and provide comprehensive reporting, allowing HR departments better visibility and confidence in the use of AI for performance management. Key Details on Scoring Improvements: In the past, results from unwanted evaluations were included in overall dashboard metrics, and there was no visibility into which evaluations received a human review. With new discard/approve options and filtration users enjoy cleaner views into results. Actions for fast acceptance of scores Convenience filter for yes/no question scores Streamlined feedback UI for cleaner workflow Visibility into the user who last changed a score, on hover In-app information for clarity on how feedback is used by the system Ability to formally approve or reject evaluations New approval and discard workflows Confirmation and visibility into who approved/discarded Ability to undo/update statuses New filtration to analyze evaluations by status More details on AI Quality Management can be found here. If you’d like to learn more or enable these tools, you can visit the GoTo Connect self-service portal and add AI Quality Management to your existing GoTo Contact Center Complete product. Questions or comments? Please let us know in the comments section.What's New with GoTo Connect - March 2025
2 MIN READ 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.
