AI Receptionist voice recognition
We are already using the AI Receptionist. There is one feature that would make it more personable, and maybe more easily accepted. If it could recognize the voice of people that call often, or if not by voice, than maybe by the caller ID, it would sound more human. The majority of our calls are from the same small group of our customers, and when we are answering live, we aften ocknowledge familiar callers. AI seems to miss that, making it seem robotic.
Hide Admin Settings from Supervisors in Contact Centre
When assigning a supervisor to any queue or inbox in the Contact Center, that user will automatically see the admin settings for the contact center. They may not be able to change many of this settings, but can the please be hidden unless the user is made an admin of the system.
Addition to Unified Agent Presence - extend to recognize if an agent as busy
Our agency appreciates the features of unified agent presence. Could this be extended to recognition of an agent as busy because they are on active queue call? We have some staff that have to be logged into multiple queues at the same time. It's great that when paused, the pause is recognized across queues. However, when an agent is on a call in one queue, they are still queued calls in other queues. Is there a way that GoTo could recognize when an agent is on a call in one queue, so that they do not receive calls in another queue?
Call forwarding on a schedule
Could you add the ability to call forward on a schedule? Instead of using the star codes on a daily basis, it would be great to set this up on a schedule. Scenario: A back office staff member covers the front desk from 3 PM to 7 PM at the end of each day. However, she has to manually forward and unforward her calls every day. It would be beneficial to set this up on a schedule to automate the process.Have Pre-call announcement (for answering party) available in dial plans.
Would like to be able to have pre call announcements an agent would hear in dial plans for call queues that roll over. I do know you can add one to a call queue but if the dial plan rolls over to a secondary plan it loses the pre call announcement, which could be resolved by adding a pre-call announcement available in the dial plans.
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.Missed calls - Show call source
Can we please add the source of a missed call into the call info panel in the phone window (direct vs queue). When a queue call comes in, it shows the name of the queue in the dial window, but it does not show the name of the queue in the missed calls window. Currently there is no way of differentiating a missed direct call from an external number (either direct to the agents number, or via extension dialling in a dial plan) and a missed queue call. Agents are having missed queue calls when they are unable to answer, then do not know if they should be returning a missed call that might have been completed by another agent in the queue.
Supervisor Dashboard ID / Phone Number
Hi, I notice the Supervisor Dashboard does not show the Name of an external caller in the 'Agents' or 'Callers' tab when there is an inbound or outbound call to or from a Shared Contact. We know the system has resolved the name with a number from the Shared Contacts because Agents see the name of the caller in their desktop, mobile or web App. The only time we see the name and number in the Supervisor Dashboard is when the call is from another GoTo User.