Recent Blogs
Contact Center - Analytics
1 MIN READ Missed ring attempts percentage (Agent Performance board): A new metric has been added to the Agent Performance board within the Individual performance summary. Missed ring attempts percent (missed ring %) will show the percentage of unanswered ring attempts out of all calls that rang for the agent (including repeated attempts for the same call). This can also be exported in the Individual performance and workload summary export. For more details: Agent performance boardYour New Inbox Experience
1 MIN READ Discover the flexible inbox solution you’ve been waiting for. Effortlessly manage conversations across channels, assign messages, and collaborate with your team — all from one intuitive hub. Built for speed, organization, and customer satisfaction, the Inbox adapts to the way you work. Now with powerful new features launching June 3rd: Streamlined setup: Configure inboxes and settings in one place with our new centralized Inbox tab in the admin portal. Smarter contact management: Create and manage contacts directly in admin — or sync with your CRM to automatically tie conversations to the right contact. Automated support, your way: Build custom workflows with our Chat Assistant, now enhanced with triage capabilities to route conversations to the right inbox. Collaborate with ease: View teammates’ conversations, reassign messages, and move conversations across inboxes with new flexible tools. Work faster with a fresh UI: Enjoy a sleek, high-performance interface, complete with improved filtering and the ability to mark messages as unread. Engage proactively: All users can now initiate outbound messages directly from the inbox. Measure what matters: Track customer satisfaction with built-in surveys and gain insights from resolved conversation reports. It’s everything you need to deliver seamless support and elevate your customer experience.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.
