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 boardGoToAssist Remote Support 4.8 Build 1716 release
Hi, We have just released GoToAssist Remote Support 4.8 Build 1716 which includes the following: Fixed Automatic Update/Downgrade Issue - Resolved an issue affecting builds 1712 and 1714 where the automatic update/downgrade feature caused problems. Screen Sharing Improvements - Addressed the problem where the remote screen appeared too small on the agent's side during screen sharing. Enhanced Remote Diagnostics - Fixed an issue where the remote diagnostics feature failed to properly indicate Windows 11.
Device-Based Restricted Access is Here
What Went Live? The Rescue team is thrilled to announce that DRAP (Device-Based Restricted Access Package) - Phase 1 is now live! Part of the new paid Security Add-on for Rescue, this feature allows customers to protect any endpoints ensuring that only the approved Rescue account can establish a support session. Customer Use Case: For customers who want to protect any device from unauthorized Rescue sessions in any scenario, regardless of how they connect to the internet. BYOD? Remote worker? In office worker? On the VPN? Off the VPN? On a hotspot? In the field? On the coffee shop wifi? DRAP has you covered. Customer Benefit: Once the DRAP component is installed via .msi, only sessions from the Rescue account that installed the DRAP component are authorized to connect. Any other Rescue account attempting to start any type of session with Rescue will be rejected. The feature protects against scammers and social engineering tactics where malicious/unauthorized agents attempt to trick users into granting access by "using the support tool they're familiar with" Competitors like TeamViewer and Beyond Trust offer ways to protect devices that often require hardware appliances, complex network/software configurations, and lack flexibility to protect devices in various scenarios (e.g. off VPN or not fully configured) With DRAP, its as simple as installing the MSI. For more information about this exciting feature and the Rescue paid Security add-on, please reach out to your Account Manager, Customer Success Manager, or comment on the thread! What's Next? Support for Mac protection Protect against older applet versions (edge use case) Release a technician restriction that ensures technicians can only provide support to devices with DRAP installed. Documentation can be found hereNew Feature: Interprefy Integration in GoTo Webinar
We’re excited to announce the integration of Interprefy with the new GoTo Webinar experience! This innovative collaboration empowers organizers to host webinars with live interpretation support in multiple languages, ensuring seamless communication. Interpretation can be provided using AI or live human interpreters, offering flexibility to meet your needs. To use Interprefy, follow the below steps: Obtain a Token Key Submit a request via the Interprefy team (accessible through the webinar dashboard under LIVE INTERPRETATION). The Interprefy team will provide a quote based on your requirements. After payment, a token key will be generated, and a dedicated Project Manager from Interprefy will assist in conducting the webinar. This process typically takes 2-3 business days. Add the token key Log in to the webinar dashboard in the new GTW experience and input the token key for each webinar session. One token is needed for each webinar session. Please note, Interprefy tokens are valid only for use with the new GTW experience. Use the Interpreter in-session During the webinar, participants will see an Interprefy widget in the bottom-right corner of their session screen. Click the headphone icon to select a preferred language for interpretation. Once selected, participants will hear the interpreted audio instead of the speaker’s original audio. The support article can be found here. Let us know if you have any comments or questions!New Feature: Delete Past Webinars
What to know: How to delete: Select the desired entry and then select Delete webinar in the top right, or select the three dots > Delete webinar directly from the desired entry in the Past Events tab When a webinar is permanently deleted: Attendees can no longer access certificates, recordings or survey links in the follow-up emails. Any pending follow-up emails for the webinar will be canceled. What is not impacted: Organizers can still access webinar recordings from the Video library Organizers can access the reporting data from the Analytics page. For more information on how to view and manage past webinars, see this article.Rescue Integration for Microsoft Teams - now with support for Single Sign-On (SSO).
We are excited to announce a new release of the Rescue Integration for Microsoft Teams - now with support for Single Sign-On (SSO). This update enhances security, streamlines authentication, and improves user experience, ensuring seamless remote support capabilities directly within Microsoft Teams. Please find documentation below: Get the Rescue Integration App in Microsoft App Source How to set up Microsoft Teams to work with LogMeIn Rescue Key Features SSO Support: SSO: Allows users to authenticate using their existing identity providers, reducing login friction while maintaining robust security standards. Note: The SSO leverages the SSO already configured for Rescue so no additional actions are needed if SSO is already enabled for Rescue. If not, they will need to configure SSO for Rescue not withing Teams. Enhanced User Experience: Updated UI/UX for a more intuitive and efficient support workflow within Teams. Customer Use Case: An IT support technician in a global enterprise uses the Rescue integration within Microsoft Teams to assist employees reporting technical issues. With the integration: The technician can initiate a remote session directly from a Teams conversation or channel. They can troubleshoot, diagnose, and resolve issues in real time. Using SSO, the technician logs in seamlessly through the organization’s identity provider, saving time while ensuring secure access. Customer Benefit: This release not only strengthens the security posture of the Rescue integration by introducing MFA and SSO but also enhances the overall user experience. Customers benefit from: Faster and more secure workflows through streamlined authentication. Improved support efficiency, enabling quicker issue resolution. Increased employee satisfaction with secure, seamless access to essential support tools. We are confident these enhancements will elevate your remote support experience within Microsoft Teams!New Feature: GoToWebinar organizers can block certain email domains
What's new for Organizers: Until now, organizers could only add allowed email domains but now they can block domains as well. Organizers can add up to 50 different domains in total. Note: Organizers can only add either allowed domains or blocked domains. They cannot add both at the same time. What will attendees see: When attendees (for whom the domain has been blocked), try to join the webinar, they would be shown a message that they cannot join the webinar. How to use this feature: Users can access this setting via the Restrict access option under the Registration module.
