GoToAssist Corporate (v11.6 Web) Release Notes

Released December 05, 2015 (PST)

SUMMARY:

  • Management Center changes 
    • New portal setting for business hours
    • New portal setting for holidays or events
    • New “Rep Notes” report column
    • New “Manager Cancelled” report column​​​
  • Customer Chat changes
    • Ability to escalate HTML chat sessions to standard sessions
    • Ability to transfer HTML chat sessions

What’s new?

Management Center changes

New portal setting for business hours

  • Company managers will now see an option in the Management Center to create and manage their company’s business hours of operation, as well as customize the messaging displayed to customers when they visit the portal during closed hours.  Previously, this setting could only be controlled from within the Internal Admin Center.
    • Note:  This setting is not available for team managers.
  • To create a new set of business hours, company managers can do the following:
    1. Log into the Management Center at https://broker.gotoassist.com/manager.
    2. Click Portals from the menu on the left navigation
    3. Click Business Hours from the menu on the left navigation, or click Manage Business Hours… on the Manage Portals page. ​SetBH
    4. On the Business Hours page, click New Business Hours Set. NewBusinessHoursSet
    5. Fill in the following fields:
      • Name – Create a title for this business hours setting.
      • Open from and To hours for the following:
        • Mon-Fri – Choose from Open all day, Closed all day, or specify a time.
        • Sat – Choose from Open all day, Closed all day, or specify a time.
        • Sun – Choose from Open all day, Closed all day, or specify a time.
        • Time Zone  Select your desired time zone for the business hours setting.
        • Closed Message   Messaging displayed to customers when they visit the portal during closed hours.  You can customize the text displayed in this message, otherwise a default message, “Hours of operation are (schedule set in Open from and To section)” will be displayed if no custom text is entered.  
          • Note:  Customizing the text of the Closed Message will no longer display the Open from and To hours.  If you would like to display the business hours in your message, you must include them in the customized Closed Message field.
      • Assigned to  Select the portals for which you would like these business hours settings applied.  NewBusinessHoursFilled.png
    6.  Click Save Settings.
    7. When a customer visits the portal during closed hours, a message will be displayed in the following format, containing the text specified in Step 5:  BusinessHoursMessage
  • To edit an existing business hours set, company managers can do the following:
    1. Log into the Management Center at https://broker.gotoassist.com/manager.
    2. Click Portals from the menu on the left navigation.
    3. Click Business Hours from the menu on the left navigation, or click Manage Business Hours… on the Manage Portals page. SetBH
    4. Click the name of your business hours setting. ClickNameOfBusH
    5. Make your desired changes.
    6. Click Save Settings.
  • To delete an existing business hours set, company managers can do the following:
    1. Log into the Management Center at https://broker.gotoassist.com/manager.
    2. Click Portals from the menu on the left navigation.
    3. Click Business Hours from the menu on the left navigation, or click Manage Business Hours… on the Manage Portals page. SetBH
    4. Check the box next to the name of your business hours set.
    5. Click Delete Selected Item. DeleteSelectedBH
    6. When prompted with the message, “Do you really want to delete this item?” click OK. DeleteItemYes

New portal setting for holidays or events

  • Company managers will also now see a new option in the Management Center to create and manage holidays or events to inform customers when their portal will be closed.  A new holiday or event can be set for single or multiple days.
    • Note:  This setting is not available for team managers.
  • ​​To create a new holiday or event, company managers can do the following:
    1. Log into the Management Center at https://broker.gotoassist.com/manager.
    2. Click Portals from the menu on the left navigation.
    3. Click Business Hours from the menu on the left navigation, or click Manage Business Hours… on the Manage Portals page. SetBH
    4. Click New Holiday/Event on the Business Hours page. NewHolidayEventSet
    5. Fill in the following fields:​  ​
      • ​​​​​​​​​Name – Create a title for this new holiday/event setting.
      • Duration – Select the amount of time the portal will be closed for the new holiday/event, as follows:
      • Single Day – The portal will be closed for 1 day.
        1. ​​​Fill in the Start date.
        2. If the portal will be closed all day, check the box next to Closed all day.
        3. If the portal will only be closed for specific hours, uncheck the box next to Closed all day and fill in the times for the Closed from and To fields. HolidaySingleDay
      • Multiple Days – The portal will be closed for more than 1 day.
        1. ​​​​​Fill in the Start date.
        2. If the portal will be closed all day, check the box next to Closed all day.
        3. If the portal will only be closed for specific hours, uncheck the box next to Closed all day and fill in the time for the Closed from field.
        4. Fill in the End date.
        5. If the portal will be closed all day, check the box next to Closed all day.
        6. If the portal will only be closed for specific hours, uncheck the box next to Closed all day and fill in the time for the Closed to field. ​ ​​​ MultipleHoliday
      • Time Zone – Select your desired time zone for the business hours setting​.
      • Holiday/Event Message   Messaging displayed to customers when they visit the portal during closed holiday/event hours.  You can customize the text displayed in this message, otherwise a default message, “We will be closed at these times:  (schedule set in Start date and End date section)” will be displayed if no custom text is entered.
        • Note:  Customizing the text of the Holiday/Event Message will no longer display the Open from and To hours.  If you would like to display the holiday/event hours in your message, you must include them in the customized Holiday/Event Message field.
      • ​Assigned to – Select the portals for which you would like these holiday/event hours settings applied.​​​
    6. Click Save Settings.
  • To delete an existing holiday/event set, company managers can do the following:
    1. Log into the Management Center at https://broker.gotoassist.com/manager.
    2. Click Portals from the menu on the left navigation.
    3. Click Business Hours from the menu on the left navigation, or click Manage Business Hours… on the Manage Portals page. SetBH
    4. Check the box next to the name of your holiday/event set.
    5. Click Delete Selected Item. DeleteHoliday
    6. When prompted with the message, “Do you really want to delete this item?” click OK. DeleteItemYes

New “Rep Notes” report column

  • Users that can access the Management Center and run session reports will now see a new “Rep Notes” column in the Session Detail and Snapshot Summary (e.g., the Snapshot Summary Sample, as shown below) reports, which contains all notes taken by a representative during a GoToAssist Corporate session. SnapshotRepNotes
  • New “Manager Cancelled” report column
    • ​Users that can access the Management Center and run session reports will now see a new “Manager Cancelled” column in the Missed Queries, Session Arrival, and Snapshot Summary (e.g., the Snapshot Summary Sample, as shown below) reports.  This column will provide confirmation that a session never successfully connected because a company manager cancelled the query before it could be accepted by a representative. ManagerCancelledSnapshot

Customer Chat changes

Ability to escalate HTML chat sessions to standard sessions

  • Representatives who provide support via HTML chat can now escalate their HTML chat session to run as a standard session.  Previously, this feature was only available when a chat portal was enabled to use web-based or native chat.
  • In Internal Admin, the Chat Settings for Web Chat must have the following existing 2 portal settings enabled:
    • Allow escalation to standard session
    • Use HTML Chat​ HTMLESSPortalSetting
  • To escalate an HTML chat session to a standard session, representatives can do the following:
    1. ​​During your active session, click the Escalate icon EscalateIcon or click the Session menu and select Upgrade Customer to Standard Session.  ESSBothOptions
    2. Click Yes when prompted with the message, “Do you want to upgrade this FastChat customer to a standard session?  If so, instruct your customer to click the link they receive to begin their download.” DoYouWantESSRep
    3. On the customer side, the download required to escalate to a standard session will automatically begin.  If it does not start automatically, the customer will be prompted with a message in the chat session to click start the download now to share their screen.  This message will also contain a warning to close any windows that they would not like to share with the representative. StartDownloadESSCustomer
    4. If the customer has User Account Control enabled, they will be prompted to click Yes to allow changes.  ESSUAC
    5. Once the download has finished and the installation is complete, the customer will be prompted to click OK on the dialog box to share their screen. ClickYesSS
    6. On the representative side, they will see the customer’s screen in the session viewer window.  If the customer has multiple monitors, a dialog box will appear over the session viewer, displaying the screen resolution and position of each monitor, as well as monitor navigation tips. MonitorPosition

Ability to transfer HTML chat sessions

  • Representatives who provide support via HTML chat can now transfer their HTML chat session to another representative. Previously, this feature was only available when a chat portal was enabled to use web-based or native chat.
    • Note:  Session transfer/collaboration is not available for phone mode portals.
  • In Internal Admin, the following existing portal settings must be enabled:
    1. ​​​Chat Settings for Web Chat must have the following portal setting enabled:
      • ​Use HTML Chat ​ HTMLChatOnly
    2. Session Transfer/Collaboration Settings must have the following portal settings enabled:
      • Enables this portal to transfer sessions TransferHTMLPortalSettings
  • To transfer an HTML chat session, representatives can do the following:
    1. During an active session, click the Transfer session icon TransferIcon or click the Session menu and select Transfer SessionTransferSession
    2. Select the name of your desired representative, then click OK. SelectRep
    3. The session will end on your machine, and the desired representative will be prompted to click Yes to accept the transferred session. TransferAccept

Bug fixes

Fix to reconcile differences in report summaries
  • A fix was implemented to address discrepancies for in session statuses between reporting and the the API (i.e., Data Replicator), which may have impacted report summaries.

The following changes, fixes and Customer Care escalations were also included in this release:

  • Fix for displaying the customized text of the “No representatives are available” page only when the portal is set to ‘True’ and customized text is present in the field(s).
  • Fix for correctly displaying the session code input when using a mobile browser at https://gotoassist.me.
  • Cosmetic fix applied to the Snapshot Summary Report to ensure an empty value is displayed in the “Escalated to Standard Session” column when the value is set to ‘null.’
  • Fix for reducing amount of time delayed when making new web content available after changes are made to the WebBroker.
  • Fix for loading Adobe Flash properly when webchat sessions are hosted in the Dell stage environment.
  • Fix for correcting an issue that prevented native and webchat sessions from connecting when hosted from the Dell stage environment.
  • Cosmetic fix applied to the Customer Survey Report to correlate the data displayed in both the Summary and Details sections.
  • Cosmetic fix implemented for Excel design not being complete for some reports who use rating forms or Smartbox fields.
  • Reporting fix implelented for some *.csv files displaying incorrectly after changing file origin to UTF-8.
  • Fix for HTML Chat on IE9 – The ChatViewModel.js – onSessionStateChanged – citrix.RTC.ESessionState.reconnecting never triggers.
  • Fix for [HTMLChat] – Incorrect timestamp when sending messages after reconnecting in a session.
  • Fix for team name validator being too restrictive when creating a new team.
  • Fix for https://gotoassist.me – Custom text for Open Hours field not displayed correctly.
  • Fix for queuemode  portal on a Mac with no response produces an error message.
  • Fix for strange behavior of queued query in Smartbox portal.
  • Fix for password still working whereby it should be expired, and no expiration dialog is shown after login.
  • Fix for Snapshot Summary report displaying null values in column “Escalated to Standard Session.”
  • Fix for License Usage report where the report is not consistently created (‘Manager does not manage all specified teams’).
  • Fix for Management Center – Dell: Reports – selection in For: box does not persist on page reload.
  • Fix for Management Center: WebInspect – Cookie Security: Some Cookies Not Sent Over SSL.
  • Fix for MC: WebInspect – Cross-Frame Scripting vulnerability.
  • Fix for HTML sessions does not running.
  • Fix for HTMLChat: Some files were loaded from cache (happened on some Cloudstack machines) – IE10.
  • Fix for G2AC User Provisioning API: Ensure rep can only be created for an active team.
  • Fix for being unable to edit chat script using IE 11, gets message updates will not be saved.
  • Fix for CallCenterQueueManager: enqueueQueryEntry() called twice -> second enqueue fails -> session ABORTED.
  • Fix for Management Center – Give Rep MC Access and Report Rights – only MC Access Right is given initially.
  • Fix for Stage: HTML Chat logging to internal logging not working.
  • Fix for MC: Reports – If rep selection box empty, selection via ‘For (Search):’ lost after report generation.
  • Fix for [MC] Report: Too fast Rep selection leads to error.
  • Fix for displaying ‘Sorry’ page when broker is offline.
  • Fix for Broker lease not invalidated on shutdown.
  • Fix for I5-broker: Scheduled reports email body is blank.
  • Fix for i5_Report: Search Button text getting changed to the Searched Text.
  • Fix for Rep UI_ HTMLchat_’Customer’s Timezone name’ is not displayed when session started from IE11.
  • Fix for [HTML] Time stamp Issue when Expert and Customer is set to different Timezone.
  • Fix for ‘Sorry’ pages Dell & Corp: footer is missing.
  • Fix for [DRT] Dell Expert cannot login.
  • Fix for (I5) Cannot create scheduled reports.
  • Fix for Cast to oracle.jdbc.OracleResultSet.
  • Fix for being unable to get value for setting XX for portal YYYYY.
  • Fix for [MC] Typo in German translation.
  • Fix for [MC] Manager functions (Team/Company Manager) are not checked in the Management Center.
  • Fix for [HTML Chat-ESS] Native Session getting closed too when HTML chat is terminated after ESS.
  • Fix for (Live/i5) Scheduled Reports being delivered 1 hour earlier.
  • Fix for wrong message in old design when opening a closed portal via https://gotoassist.me.
  • Fix for (i5) receiving scheduled reports being unstable.
  • Fix for [HTML chat]: On Session Transfer to Queue Mode Portal- Error is displayed.
  • Fix for [HTMLchat]: I5 HTML on ESS shows the launcher site in German language.
  • Fix for redirecting from smartbox portal to std portal.
  • Fix for “Oops” error if closing notifications in the Management Center.
  • Fix for Management Center – Business Hours/Holiday – Design in IE8+9 being broken.
  • Fix for behavior of flash chat and HTML chat not being the same.
  • Fix for [HTML chat]: Customer does not as idle on the expert chat at the attendees pane list.
  • Fix for (Business Hours) missing table border in Internet Explorer.
  • Fix for (Business Hours) ugly line in Chrome.
  • Fix for HTMLChat – Firefox: Starting in small window breaks chat layout if window is maximized.
  • Fix for [HTML Chat] Machine Info for Windows Phone is incorrect.
  • Fix for i5: XLS report- Blue line for some reports is Short and for some its Long.
  • Fix for Forgot Password mail not being sent.
  • Fix for i5: Report- NULL is displayed for Session Arrival & Missed Queries.
  • Fix for (Business Hours) Tooltip in Internet Explorer.
  • Fix for reporting – Columns missing in PDF reports.
  • Fix for Broker: Check getting services from EBSystem.
  • Fix for odd handling of recording URLs in session end email.
  • Fix within the Management Center: Wrong sorting for column “Assigned to” in “Business Hours and Holidays/Events.”
  • Fix for [BusinessHours] Pressing <enter> in “Open from” and “To” columns does not take entered value.
  • Fix for [BusinessHours] The restriction text for Business Hour Sets name is invalid.
  • Fix for [Session ReplayApp] Build doesn’t match with the latest HA Build Used.
  • Fix for [BusinessHours] It is possible to specify HTML code containing js-scripts in the business hours and execute them with each portal access during closed hours.
  • Fix for being unable to enter URLs for Quick support (http://gotoassist.me).
  • Fix for HTML Chat on computer with wrong system time: chat lines disordered.
  • Fix for sessions starting after a certain date/time missing in the reports.