Proposal for Enhanced Call Monitoring Capabilities in GoTo
To improve our ability to assist customers effectively, we would like GoTo to implement enhanced call monitoring capabilities, even when calls are forwarded outside the GoTo platform. Specifically, we request that GoTo’s AI Optimization continue monitoring and generating reports on calls transferred to our AI virtual voice agents. This would allow us to ensure that customer inquiries are being handled properly and provide valuable insights into their experience. Our preferred solution is for GoTo’s AI to maintain oversight of forwarded calls, as we are already developing a system for AI-driven customer interactions. However, we would also like to explore whether GoTo has plans to integrate AI virtual voice agents directly into its platform. If this functionality is on the roadmap, we would appreciate details on expected availability and capabilities. By implementing these features, GoTo can help us maintain a seamless customer experience while leveraging AI-driven solutions to optimize service quality.
Daily User Report
In GoTo Connect reports there is not an option to create previous day or for the week reports for users nor is there an option to have that scheduled. There is only 30,60,90 days, and Custom. We need to have the ability for our managers to see weekly reports and at times, previous day reports on specific users. I spoke with Tech Support, and they said this is currently not an option or feature.
Include indirect extensions in the Internal Directory
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.
Agent status on WallBoard
If a rep takes a call right now in 1 of the 5 queues the system correctly prevents them from receiving other calls from the remaining 4 queues. Why does the wallboards show them available in the remaining 4 queues? This is the bug. My suggestion first and foremost, remove all of the statuses from each individual queue and just highlight "Available", "Away", or "Busy - On a call". If GoTo does not want to simplify the view for the Supervisors and want to keep the status of the agents in all queues then at least correct the bug that shows the agent available in all of the queues that they didn't receive a phone call despite that they did receive a call from an individual queue.Choose queues - Permission
As companies begin to scale I would suggest that the admin can turn off the ability for reps to choose which queues they are in. They should "auto in" and it automatically readies them up for all the queues their admin selected for them to be in. Not doing so opens the door for reps to avoid calls that they just do not want to take even though as an employer I hired them to take specific call types.Priorities by User
Currently the only option to adjust the weighting of priorities is based on queue. This may work for some companies. However, I would like to see GoTo implement call weighting per user. This works for all companies. You can have a generic set up for smaller companies that only need 1 or 2 queues. For a company trying to tier their call structures this allows us to give certain users a higher or lower priority for specifical call types. Additionally an added function should be job title profiles. Most other phone systems this is a specific skill. If I assign Account creation skill to a user it automatically puts them into the 3 intended queues with the specific weights to calls through those queues. Again this tailors to companies who hire 5-30 people at a time and assigning a skill is much easier than assigning each user 3-5 queues.
Custom dispositions
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!
Audible Sound for Calls Waiting in Queue and Dashboard
It sure would be nice to have an audible beep sound on your computer speakers when there are users waiting in queue. Mitel Contact Center interface had this feature and it was very helpful for users whom are multi tasking to know there are callers waiting in queue. This would be nice to have on a Dashboard Computer when the queue reaches a curtain number of callers in queue to Alert the entire Call Center when Queue is being overrun by callers. We find this functionality to be very helpful and improves call response time.