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alejandromachad's avatar
alejandromachad
Active Contributor
2 years ago

Suggested Features

Coming from a different PBX provider, GoTo seems to be missing some key features, specifically for call centers. We'd love to see the following implemented:

 

CALLS

Surveys: This already exists for chats. However, having a survey at the end of the call to rate an agent's service would be great for KPI.

Call Disposition: The option to disposition a call once the customer or agent hangs up. This will assist with reporting. (i.e. the call finishes, then the agent can select what the call was about from pre-set options by an admin).

Screen Recording: The agent's screen is recorded from the moment the call starts to the moment the call ends. This will assist with QAs as well as training/

 

CHATS

Apple Business Messaging: If this integration is added, we'll be able to move all of our current live chat support to GoTo.