September Update
This summer has seen a flurry of updates to GoTo Connect. Let's dive into the latest enhancements and review some of the key additions: Contact Center New Contacts Experience:when you selectContactsin theGoTo app, you will view all contacts in the main window, as well as search from the main window instead of the side panel. This is the foundation for more bulk contacts management features to come! Shared Contact Conversation history now available on mobile: Team members are now able to see the historical conversations of a shared contact, including private and shared inbox interactions. Forward texts to your email:Away from your computer? Forward inbound and outbound texts directly to your email so you never miss a message. Ready to give it a try? Navigate to Settings > Messages. New features for Instant Response:Set up instant response to send automatic text messages to missed calls. Now you can enjoy added features like: Response frequency Set response timeframe Notification options SMS auto-reply:You can now activateSMS auto-replyin yourcall queue settings! This setting automatically sends an SMS to callers who have abandoned the call queue.Learn more! Queued Callback Enhancement: We have now introduced the ability to set the Caller Wait Time Threshold to "0", allowing the option ofalwaysoffering a callback. Read all about it here. Conversation Review:is a new feature in the Contact Center Analyticsthat will empower customers with a deeper understanding of their customer phone call interactions. Learn moreon how to access Conversation Review and explore and analyze customer interactions and improve overall service quality. AI Analysis: Enable AI Analysisto produce a sentiment score on your chat queues so you gain a better understanding on how a chat went and overall customer emotion! Learn more onhow to enable this feature on your chat queuesand where sentiment scores can be found in theContact Center Analytics. Contact Center Reporting- Expanded Wallboard Alerts:Color-coded alert and warning thresholds have now been added to key agent metrics on the call activity widget. Contact Center Reporting- Ring All Strategy Improvements:improved the visibility of agent behavior when using the ‘All agents’ ring strategy. Unanswered calls offered via this strategy are logged as NOT_SELECTED and will no longer present as 'Missed' inside the Agent Summary reporting suite.
