m3700
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Joined 3 years ago
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Improve file/directory transfer capability and UI
We extensively use File / Directory Transfer and the files and Directories are different for the different calls. 1) The "Process" is overcomplicated, NOT intuitive, NOT user-friendly and NOT productive. It is a life-important feature. Somehow, in "GoToResolve" it changed from "inconvenient" to a "DISASTER". - It is a productivity "Show Stopper". 2) The GoToResolve Directory Transfer "Process" is overcomplicated, NOT user-friendly and NOT productive. To send a Directory you have to leave the remote Support Session enter password send a Directory(s) and then re-enter password to return to the Support Session plus waiting to continue session or extra clicks to bypass waiting. - A clear productivity "Show Stopper"; 3) Unfortunately the last used directories from the previous session with the Customer are not remembered. Drilling down each time to the required location from "My Documents" both on the Customer and agent side takes lots of time. - COUNTERPRODUCTIVE! 4) Have you resolved an issue with the "Destination not writable" - when the file transfer will crash in the middle of transferring a few dozens of files? 5) For the inspiration could you kindly look at the Norton Commander, Volkov Commander, PC Anywhere, AnyDesk UI's... It is a known issue since the GoToAssist times. Asked the same question 5+ years ago on the GoToAssist Community. The answer was that it is "not a priority". Hope that the USABILITY and PRODUCTIVITY are now a PRIORITY. P.S. Entering content here ends with an error "Your post has been changed because invalid HTML was found in the message body. The invalid HTML has been removed. Please review the message and submit the message when you are satisfied." Had to copy everything to notepad and then back into the form, "Preview", "Post" .1.9KViews16likes6CommentsEnhance the "POOR CONNECTION" feature
There is an interesting icon on the top right saying "POOR CONNECTION". Looks like a Good Idea! During a "test drive" I been getting "POOR CONNECTION" for my test Server. My test Server sits next to my PC on the same switch. Office Internet connection seem to be rather reliable and stable for me. Personally, I cannot classify it as a "POOR CONNECTION". On the bright side - this feature perhaps could be made better : It might be a help to actually have some sort of an indication of the Quality of the Connection both for the Agent and Customer sides. Then we will be able more confidently advise Customers regarding their connectivity problems. Or the same in regard to our own Internet Connection.Re: Collaborate with others
Hello Glenn, Thank you for the fast response. Yes, I tried to locate Session Number while running a Support Session. Unfortunately had no luck with finding my current Support Session Number. Could you kindly advise how an agent running a Support Session could find the current Support Session Number. Hope you could provide a short clip or some relevant screen shots.1.2KViews0likes3CommentsRe: "GoToResolve" - RDP Compatibility
Dear lavergne654, Thank you for mentioning different platforms. The problem is that the same Computer cannot be accessed simultaneously with GoToResolve and RDP. Dialling in with GoToResolve interrupts the current RDP session. If Computer is in a GoToResolve session a new RDP session will sign out user in the GoToResolve session. This scenario could be reproduced at any time on all platforms you mentioned ("Windows 10 Pro and Enterprise, Windows 8.1 and 8 Enterprise and Pro, Windows 7 Professional, BenefitsCal Enterprise, and Ultimate, and Windows Server versions newer than Windows Server 2008"). Thank you.1.6KViews0likes0CommentsScreen scaling - a 1280x1024 Customer screen is not showing correctly on a 1920x1080 screen
Screen scaling a great feature - leaves some mixed feelings. On the bright side - it works. But not exactly as I would expect. (The same applies to "GoToAssist".) a) My Customer Server screen resolution is set to 1280x1024. On my Agent PC resolution is set to 1920x1080 both monitors are widescreen 9:16. If I select a "100%" magnification - the Client 1280x1024 image do not fit my Agent PC using the 1920x1080 resolution? "Fit" - seem to scale image to 100% (by the pixel count). b) My Customer Server screen resolution is set to 1600x1200 (3:4). On my Agent PC resolution is set to 1920x1080 both monitors are widescreen 9:16. If I select a "100%" magnification - the resulting image that should(?) be 1600 pixels wide do not fit and wider 1920 pixels resolution screen on the Agent's PC? -- Yes, scaling works. But using its own logic. On the Bright side - scaling helps when we need dial into the third Computer from the Customer Computer. "617Views0likes0Comments