Automatic Agent Logout Based on System Schedule
I'd like to propose implementing an automatic logout feature that would log agents out of queues on configured schedules. This functionality would ensure agents are automatically disconnected at the end of their scheduled shifts, eliminating the need for manual intervention. Currently, the absence of this feature is creating operational challenges. Agents who remain logged in beyond their scheduled hours are skewing availability metrics and creates inconsistent reports. Additionally, this impacts accurate reporting of agent productivity and call distribution analytics, as the system cannot distinguish between scheduled and unscheduled availability. An automatic logout feature aligned with existing system schedules would resolve these issues while improving overall call center efficiency and data accuracy.
Have supervisor dashboard indicate if a number from the missed call list has since been successfully contacted for voice and SMS
When a call is missed in a call queue, it is added to the missed call list in the Supervisor Dashboard (under Callers - Missed Calls). That number can then be added to an outbound queue to be called back by an agent. However, it is common that a caller will abandon the queue and then call back themselves and speak with someone before we add that number to the outbound queue to call them back. It would be helpful for the supervisor dashboard to show if a number has since had a successful call after they have appeared in the missed call list. Similarly for sms callback messages. If a caller abandons the queue and are sent an sms asking if they would like a call back, the agent who receives that message doesn't know if they have called back in or if they have been contacted by another agent since the message asking for a call was received. To show this data could the missed call list or the callback inboxes either show a supervisor the call history with that number for the day (as a hover over tool tip for example) or a link to search for that number (on that day) in analytics if the number does appear in the system since the missed call or sms was sent. If either of those could be implemented, it would be great to see more than just today's missed calls in the Supervisor Dashboard. If we can change the time period, then see who has and hasn't been contacted, that would be ideal. We can then utilise the outbound call queues properly. Lastly, can missed calls be automatically added to an outbound call queue once we know if the customer has not been contacted since the missed call? There are a lot of ideas here, but any help on this would be greatly appreciated! Many thanks, WillEnd wrap up time for queue calls on mobile app
It is currently not possible for an agent to end their wrap up time manually after a queue call has been handled when using the mobile app. They must wait until the end of the wrap up time to be returned to the queue. The functionality works well on the desktop app, with the End wrap up time button appearing after a call.
Move Directory button back to the same page as the button programming
The directory button used to be on the same page as the button programming and would like it moved back. The overall feeling of the new admin portal is TOO MUCH CLICKING compared to the legacy portal. I used to be able to turn that on while programming buttons, Now I have to make it a 2 step process and slows me down while programming.Text Message Templates
I’d love to see GoTo Connect add a feature that allows users to create and save SMS text templates for frequently used messages. This would save time and improve efficiency by eliminating the need to retype common responses (e.g., “What are your store hours?” or “Here is our website”). Ooma Office had this feature, and it was extremely convenient. Adding SMS templates to GoTo Connect would make it even more user-friendly and valuable for businesses that communicate frequently via text.
Fix Salesforce Integrations and Duplicate Call Logging
If you are using both the Salesforce (Call Center/Dialer) Integration (with automatic logging enabled) as well as the Salesforce Lightning Integration, the result will be double-logging of calls made out of Salesforce. When users are sitting at their computer they want to use the dialer because it keeps everything in the same browser window and prompts adding notes to the tasks for the call, but when they are not at their computer, ie, after business hours or traveling, they want to field calls on the GoTo mobile app and have them automatically log into Salesforce based on phone number matching. As is right now, the apps clash, so it's one or the other. The Salesforce Lightning Integrations should NOT log a task for inbound/outbound calls if the call was instead logged using the dialer integration.AI Receptionist Billing Idea
AI Billing idea. Contract rate of 600.00 for 3,000 credits. After the credits are used they can choose: to be billed in 150.00 increments to refill 750 credits at a time. Customers can also specify how many “refills” they would like per month and can cap it to manage expenses or if they are looking to keep a fixed cost. Or after all their credits are use they could choose a pay as you go option for the rest of the month. or Customers could choose to have the AI receptionist node be skipped once all their credit is used and can route to a next node, such as a queue or ring group so the calls can be answered. Giving different options will help customers choose what will happen when all their credits are used and will potentially help customers keep their expenses fixed if desired. Thanks, MichaelFinancial suggestions
Contracts that are terminated early with an early termination fee, GoTo gets their money. But currently, the Partner who sold the deal don't get anything. Partners should get the remaining commission on the deal, especially when GoTo is getting the rest of their money. It would be great if partners had the ability to get paid on DIDs. My suggestion would be keep the floor at .50 and make that non commissionable just like we have now. However Partners should be able to choose to sell DIDs for higher amounts. For example, if a partner sells a DID for $1.00, they would get 25%, or .25 cents. Partner wins, and GoTo wins. If a partner sells a DID for 2.00, they would get .50 and GoTo would make $1.50. Enable different billing payment methods for different billing groups on the same PBX and also be able to split the taxes as well.