Wallboards should not require a logged in user, that way they can be put up on TV's using a kiosk terminal.   This would also give the ability to share the wallboards with other staff who may need this information.   This could be a toggleable setting so that if the information was sensitive you could leave it behind a login and if not then a obscure link that would work even without being logged in.  ... View more

First of all, thank you for enabling dispositions outside of salesforce. Definitely a positive thing. We would like you to consider custom dispositions as we are in healthcare and most of the dispositions or wraps pertain to sales and are not really applicable in our case. We are appointing patients for different services like Orthodontics, General Dentistry, and Oral surgery. While we do collect payments in the case of our revenue cycle team, largely we would like the ability to do a custom disposition or wrap code that again pertains to what the individual department is charged with. Thank you for any consideration of this request! ... View more

We need the ability to share a custom Wallboard between Supervisors. This creates consistency in views and saves a LOT of repetitive work to get everyone on the same page. ... View more

Wallboard Links should only be accessible by all logged in users/agents if allowed. When creating a wallboard add a privacy option, I imagine private/public toggle would be the only options needed. Private meaning supervisor only and public is viewable by all agents.  ... View more

Agent screen recording would be very useful in the QA of agents. This allows not only to hear a call through a recording, but also have a visual of what the agent did during that call. ... View more

The activation of the call back feature for customers exist in the settings menu, but it is now misleading following a recent upgrade.  It seems hard code has been added that requires agents to be unavailable within a queue for 15 minutes before the call back feature is enabled.  Additionally, the call back feature does not begin with the first caller, but after 10 callers. This feature is now totally useless for my company and I can't imagine very many companies focused on customer experience that are going to find it useful.  If there was a need to add such elements to a feature, it seems it could have been added as an option within the call back feature area.   One of the major reasons my company purchased GoTo software was because of the call back feature we could offer and control.  Now, I have been forced to create ACD's in my dial plans that give callers the option and, based on their response, loop them back to the queue to wait or forward them to voicemail.  This works but it concerns me the feature was changed without notice and because I don't understand the use of it now.  ... View more

In a future update, could the data we can export about calls include the percentages of call outcomes and total number of calls, number handled, evicted, etc., , as well as similar for agent specific exports? I see that a PDF export is coming soon so maybe it is in the works with that but I would love to see it already calculated in an excel export.  ... View more

We need to be able to delete skills from Contact Center. Apparently this isn't even something GoTo engineers can accomplish on the backend. What happens if we create a new skill, and mistype it? What about test skills that are only used once? Some skills may be created on the fly to handle certain scenarios, then never used again. Please add support for this feature to your development cycle. ... View more

Hello there,    In the Contact Center Analytics, under the Agent Performance tab where you can view the Agent's Availability, it would be really helpful if we can view which Pause Status the Agent set when they paused their Call Queue.  Currently, you can only see availably and pause which isn't helpful without knowing why the Agent paused their Queue.    Thank you,   ... View more

Would like to be able to see basic call handling statistics for individual agents. For example: - inbound (ring group calls) count - outbound call count - inbound (direct extension calls) count - internal call count - avg time in between calls - ring group call queue count   ... View more

My admin has setup a chat queue which I am attempting to integrate into a web site. I have the user's information since they are authenticated, but I would like to pre-populate the required fields (Name, Phone, Email, custom). I'm assuming there's a JavaScript function to call, passing in the details when the chat widget is initialized, but I haven't found any documentation yet.   ... View more

It would be nice in the agent activity section of the queue dashboard to see a timer that corresponds with the ring strategy.  If you are using the "Longest Call Wait" strategy, there would be a timer reflecting that.  You could do something similar with "Longest Inbound Wait" as well.     Also, a similar thing could be done with the "Fewest Answered" and "Fewest Aent to Agent" ring strategies.  Instead of a timer, you could show the number of calls in the 24-hour period.     I would think these would be extremely helpful on the Supervisor Dashboard.  ... View more

It would be really helpful to easily see the number of Agents with a status of Ready.  While you can see an agent's status in the "Agent Activity" section, you have to scroll through to see how many are ready.   I would suggest adding a "Widget" next to the paused agents in the dashboard that shows the number of agents with a status of ready.     On the wallboard, we currently have a widget for logged-in agents and paused agents,  It would be a nice addition to be able to see agents with the status of ready also if we could choose a particular pause reason for a widget. ... View more

The issue we are having is either staff at the end of their shift get slammed when using "Fewest Sent to Agent " or when we use "Fewest Answered" those coming onto a shift get slammed.  The real issue is with part time staff that work a day or two week so they have nothing in the rolling 24 hour period.     I know it would take a good amount of work but in a Queue we could create shift times and assign agents to a shift.  This would help no matter what ring strategy the system could take the shift information into account and avoid agents being slammed at the start or end of their shift.   ... View more

Why aren't the Dial Plans, Call Queues and Shared Voicemail box extensions included in the Internal Directory. We need to forward calls, voicemails etc. to departments not specific people because the people could be on vacation and then the voicemail or caller gets lost with a confidential voicemail.  ... View more

Hey all   Is it possible to set up a report that shows missed calls within the call reports?   This will benefit SMB as it will show if contact needs to be approached    Thank you Nigel  ... View more

Being Able to ring multiple call queues at the same time helps when you have multiple branches and don't want certain users on an all ring call queue and just to get their own branch call queues. Also being able to ring a call queue and an external number at the same time would be huge. ... View more

The only reason we do not use GoTo's live chat is because it does not integrate with Apple Messages for Business.  ... View more