Wallboard - Agent Status Duration : Missing
We used to be able to see the agent status duration in the GoTo Connect Dashboard. However, now when I log in, I only see the login time, which shows the total duration since the agent logged in, rather than the duration of each specific agent status. This information is critical for us, as we display it on our Andon boards for agents to monitor in real time. Am I missing something, or has this feature changed? Old view: New view:
Does the New Chrome Extension Require the GoTo Windows App for Caller ID Search?
Hey all — I've been using GoTo Connect for years and relied heavily on the legacy Chrome extension's "Caller ID Search" feature. It let me auto-launch custom URLs like a client lookup in our CRM based on the caller’s phone number. That was a huge part of our customer service workflow. With the new Chrome extension, those features are gone. There's no way to launch URLs with the number when a call rings, no more call triggers, and no device customization. I recently noticed the GoTo Windows app has a setting called "Screen pop" that seems similar — it lets you open a URL when a call is ringing and set parameters. So my questions are: Is the Windows app now required to get this functionality back? Can it replace the Chrome extension’s behavior? Does the new extension rely on the app to handle these triggers? Or will these features return to the browser in the future? We use this flow to automatically trigger patient summaries from our vet software (ezyVet) the moment a client calls. If the desktop app is the new way to do that, great — just want to confirm. Thanks in advance.
Contact Center - Analytics
Missed ring attempts percentage (Agent Performance board): A new metric has been added to the Agent Performance board within the Individual performance summary. Missed ring attempts percent (missed ring %) will show the percentage of unanswered ring attempts out of all calls that rang for the agent (including repeated attempts for the same call). This can also be exported in the Individual performance and workload summary export. For more details: Agent performance boardSpotlight on AI Quality Management and introducing Scoring Improvements
Many organizations are exploring how AI can be used to evaluate 100% of queue calls for quality assurance. However, questions often arise regarding oversight—both of the AI’s decisions and supervisors’ roles in the process. With recent usability enhancements in our AI Quality Management features, supervisors can now review, adjust, and validate AI-generated call evaluations. This creates multiple layers of oversight, helping to ensure fairness and transparency in the quality management process. These tools make it easier to identify opportunities for coaching, maintain high standards in customer interactions, and support trust in the evaluation process among teams. Additionally, these enhancements are designed to support compliance requirements and provide comprehensive reporting, allowing HR departments better visibility and confidence in the use of AI for performance management. Key Details on Scoring Improvements: In the past, results from unwanted evaluations were included in overall dashboard metrics, and there was no visibility into which evaluations received a human review. With new discard/approve options and filtration users enjoy cleaner views into results. Actions for fast acceptance of scores Convenience filter for yes/no question scores Streamlined feedback UI for cleaner workflow Visibility into the user who last changed a score, on hover In-app information for clarity on how feedback is used by the system Ability to formally approve or reject evaluations New approval and discard workflows Confirmation and visibility into who approved/discarded Ability to undo/update statuses New filtration to analyze evaluations by status More details on AI Quality Management can be found here. If you’d like to learn more or enable these tools, you can visit the GoTo Connect self-service portal and add AI Quality Management to your existing GoTo Contact Center Complete product. Questions or comments? Please let us know in the comments section.
Contact Center - Agent Declining Calls
Is there a way for an admin or supervisor to tell in the reporting if an agent has DECLINED a call? On the agent's personal call history under "Phone" it will show incoming call, missed call, declined call, etc. But I see no options for this in the reporting. How can I tell when an agent has declined a call other than watching it happen live?Gotoconnect Analytics
Hello Team, For some reason I can't pull missed call reports based on the queue or direct extensions or sometimes even direct users I tried all the filters available on the new view to pull the missed call per rep report but unfortunately I could not get any data the classic view had it not sure what happened !!
