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GoToAssist Corporate (v11.7, b1181) Release Notes

Released March 13, 2016 (PST)

SUMMARY:

  • Management Center Changes
    • New team manager setting to manage business hours and events
    • New representative setting to Save HelpAlert Configuration
    • New “External Specialist” report column
  • HelpAlert Desktop App Changes
    • New “Invite External Specialists” option
    • New HelpAlert Preferences setting to Save HelpAlert Configuration
  • Various bug fixes and additional changes

What’s New?

Management Center Changes

New Team Manager Setting to Manage Business Hours and Events

  • Team managers can now manage business hours and events for portals that they manage from the Management Center.  Previously, only company managers were able to configure these settings.
  • Company managers can grant team managers access to manage business hours and events when they create a new team manager, or edit their existing settings by doing the following:
    1. Log into the Management Center at https://broker.gotoassist.com/manager.
    2. Click Managers on the menu in the left navigation.
    3. Click the name of the team manager.
    4. Under Manager Settings, click Team-Level Rights.
    5. Click Yes for Manage Business Hours.
    6. Click Save Settings.

ManageBusinessHours

New Representative Setting to Save HelpAlert Configuration

  • Company and team managers can now enable the Save HelpAlert Configuration option in the Representative Settings of the Management Center to allow representatives to save and distribute a specific profile of HelpAlert Preferences.
  • To enable this option, company or team managers can do the following: 
    1. Log into the Management Center at https://broker.gotoassist.com/manager.
    2. Click Representatives on the menu in the left navigation.
    3. Click the name of the representative.
    4. Under Representative Settings, click User Features.
    5. Check the box for Save HelpAlert Configuration.
    6. Click Save Settings.

MC_HAConfig

New “External Specialist” and “Specialist Name(s)” Report Columns

  • Users that can access the Management Center and run session reports will now see new “External Specialist” and “Specialist Name(s)” columns in both the Snapshot Summary and Session Detail reports.
  • In the Snapshot Summary report, the following are included:
    • The “Offered and Handled” section will contain the number of sessions that included 1 or more external specialists under the “External Specialist” column.Snapshot_Offered
    • The “Details” section will contain the following:
      • Yes/No depending on whether an external specialist joined the session under the “External Specialist” column.
      • The name of the external specialist that joined the session under the “Specialist Name(s)” column.

details

  • In the Session Detail report, the following are included:
    • Yes/No depending on whether an external specialist joined the session under the “External Specialist” column.
    • The name of the external specialist that joined the session under the “Specialist Name(s)” column.

SessionDetalFinal

HelpAlert Desktop App Changes

New “Invite External Specialists” Option

  • Representatives can now invite up to 5 external specialists (i.e., users that do not have a HelpAlert seat) to participate in a support session.  Depending on the portal settings for the representative, these users can be invited with view only or full remote access during a session.  
    • Note:  This is a portal setting that must be enabled in the Internal Admin Center.
  • Representatives can invite external specialists as follows:
    1. During an active support session, go to Session > Invite to Session > External Specialists…
    2. Select your desired Specialist Access Rights (i.e., Control keyboard and mouse or View only).
    3. Click Create Invitation.
    4. Choose from the following invitation options:
      • Option 1 Send Email Invitation  Click Create Invitation Email to generate a pre-populated email invitation that includes a Join URL and information about the support session. ExternalSpecialistInvitationEmail
      • Option 2:  Join via Phone Mode portal  Direct your external specialist to your Phone Mode portal web site and supply them with the code listed so they can join the support session.
        • Note:  If you are enabled for a Web Mode portal only, you can use Option 1 or Option 3 to invite your external specialists.
      • Option 3:  Distribute Session Link  Click Copy Link and send it to your external specialists so they can click on it to join the support session.
    5. If you decide that you no longer want to invite external specialists, click Cancel Invitation Code.     InviteExternal
    6. Click Close to return to HelpAlert.
    7. The invited external specialist(s) can join the support session at any time while the session is active and the Invitation Code has not been canceled.  Once they connect to the session, they will be required to enter their name, then click Continue to participate in the session.  EnterName
    8. When the external specialist has arrived, their name will appear in the Attendees pane in the Representative Chat box.
    9. The customer will also see “<Name>” has joined the session” in the Customer Chat box.

New HelpAlert Preferences Setting to Save HelpAlert Configuration

  • When the Save HelpAlert Configuration setting has been enabled within the Management Center, the representative can log into HelpAlert to configure and save their desired HelpAlert Preferences as follows:
    1. Click Options > Preferences.
    2. Configure the desired HelpAlert Preferences.
    3. To save the settings into a profile, the representative can click Alerts from the Category menu in the left navigation of the HelpAlert Preferences.
    4. Click Save as configuration file…
      HASaveConfig
    5. Save the GoToAssistHelpAlert.ini file to a desired location.
    6. Once saved, the representative can copy the GoToAssistHelpAlert.ini and place it in the target directory where HelpAlert resides on any representative’s computer (e.g., C:\Users\<username>\Downloads).
    7. When the new representative launches HelpAlert, all of the HelpAlert Preferences will automatically be configured based on the configuration file.

Bug Fixes

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

  • A fix was implemented to correctly display the file transfer status window and prevent an app crash of the GoToAssist Customer application.
  • A reporting fix was implemented to calculate the correct Total Login Time for the Manager Login Activity, Snapshot Summary, and Rep Performance reports.
  • Localization changes were made to the calendar for various supported languages.
  • A fix was implemented to prevent a company or team manager from logging off a representative from the Dashboard when the Refresh Rate is paused.
  • A fix was implemented to generate reporting data for the correct date range in scheduled reports.
  • A fix was implemented to cease annotation mode when the representative has ended the session.
  • A fix was implemented to automatically use the default live connection settings when using the Customer Standalone Application on Mac OS X after a system cleanup.
  • A fix was implemented to deactivate drawing tools on the Mac customer side after the representative has stopped screen sharing.
  • A fix was implemented to include the footer and its linked contents on all “Service is Currently Unavailable” pages for Dell portals.
  • A fix was implemented in Fast Chat to display URLs as a hyperlink.
  • A fix was implemented for annotations to appear in front of browser windows when full screen viewing mode ends.
  • A fix was implemented to correct discrepancies in the Rep Performance reporting data.
  • A fix was implemented within the Management Center to prevent an error that occurred when generating a Representative Report.
  • A fix was implemented in the Session Detail report to populate data in the Customer OS and Customer Browser fields after subsequent reports are generated.
  • A fix was implemented within the Management Center to duplicate settings that match the parent team when a sub-team is created.
  • A fix was implemented within the Management Center to ensure that representatives are enabled for scheduling reports when they are added to a team with this setting enabled.
  • A fix was implemented within the Management Center to grant the ability for a company or team manager to enable a representative to schedule reports.
  • A fix was implemented within the Management Center to display the Remove from List button when a representative has been added with an invalid Login.
  • A fix was implemented within the Management Center to allow a Team Message Category to be updated without creating a new category with the updated change.
  • A fix was implemented within the Management Center to address an issue where enabling a setting for a representative then saving the changes results in an additional unwanted setting change for the same representative.
  • A fix was implemented within the Management Center to ensure all hyperlinks in the footer of scheduled reports will link to the correct pages.
  • A fix was implemented to populate the parent team name in the Snapshot Summary report that is run for teams/sub-teams.
  •  A fix was implemented to ensure all chat messages are delivered once network connectivity is restored during a session.
  • A fix was implemented to display the representative Nickname in customized Customer Rating forms.
  • A fix was implemented in the Rep Performance Report to display the number of declined queries when report data is generated for a team.
  • A fix was implemented to display a warning message prior to logoff when another user has logged in to HelpAlert with the same Login credentials.
  • A fix was implemented to correctly display the “Your representative will join you shortly” message when using Safari on Mac OS X.
  • A fix was implemented to prevent an error from being displayed when a customized Rep or Customer Rating form has been created with “Query” in the name field.
  • A fix was implemented for HTML Chat to display the correct unsupported mobile device message when applicable instead of the unsupported desktop operating system message.
  •  A fix was implemented within the Management Center to send a password reset request email identifying the correct user role (e.g., a representative whose email address has not been validated but has access to the Management Center) of the person requesting the reset.
  • A fix was implemented in Web Chat to ensure URLs appear as hyperlinks in a chat session.
  • A fix was implemented within the Management Center to remove the team function “Phone Mode WebService API” when a new team has been created.
  • A fix was implemented to recognize Business Hours when they are created after a customer has attempted to join an HTML or Web Chat session and receives the “Please try again later” message.
  • A fix was implemented for SmartMatch portals to correctly display the message, “The chosen representative is not online. Please try again later” instead of an error message when the representative is unavailable.
  • A reporting fix was implemented to prevent columns and cells from merging data.
  • A fix was implemented within the Management Center to display the list of Team-Level Rights in the same order when creating or changing settings for a manager.
  • A fix was implemented within the Management Center to allow a team manager to modify settings for one representative if they are granted the ability to change settings at the team level.

Provide Feedback

If you have questions, comments, or suggestions about this release, please visit our GoToAssist Community and post your feedback – we want to hear from you!