August Releases
  • 10 Aug 2022
  • 3 Minutes To Read
  • PDF

August Releases

  • PDF

August 9, 2022

What's Shipped

Reports Dashboards

We’re ecstatic to announce that the highly anticipated reporting dashboards are now available! These two dashboards will provide performance glimpses of the most commonly used reports and display Key Performance Indicators (KPI) metrics in Gladly.

There are two dashboards available this week: Daily Trends and Coaching Dashboards

  • Daily Trends – Designed for contact center managers and decision-makers, it provides insight into how the entire contact center is doing for the day.
  • Coaching Dashboard – Provide people managers easy access to Agent metrics for coaching and opportunity reasons.

We suggest reviewing What are 'Out Of The Box' (OOTB) Dashboards first before using the dashboards. 

You can also get to know the new dashboard through the Gladly Academy.


What's Resolved

Text in IVR Message Node Disappears – Text added as a Text to Speech Message option previously disappeared upon publishing and refreshing the IVR. This is now resolved.


Don't Miss Out

RESOURCES

2022 Customer Expectations Report

Download this year’s Customer Expectations Report and learn how reimagining customer service can drive customer loyalty and revenue. You’ll learn about:

  • The support capabilities that lead to customer loyalty
  • The tactics big brands use to focus on customer retention
  • The role customer service plays in driving business growth


RESOURCES

4-week Holiday Customer Service Challenge

The holidays are a crazy time, and most brands wish they were a little more proactive in getting their processes and systems in order before the holiday rush. Sign up for Gladly’s Customer Service Challenge to transform your contact center so the holiday season can truly be merry and bright for your team and Customers.


REVIEWS

You're in good company

We'd love to hear from you - please share your insights on Gladly.

Please leave us a review on G2 Crowd Here




August 2, 2022

What's Shipped

New Quick Starts for Insight Builder

Insight Builder Analyst users gain access to lots of new Quick Starts this week, including:

  • Agent Metrics dataset — Contacts Fulfilled by Hour, Contacts Missed and Declined,  Transfers by Agent
  • Agent Events dataset — Agent Timestamps
  • Conversation Events dataset — Contact Timestamps, Conversation Timestamps, Merge Events, People Match Reason Counts, Top 10 Topics Added
  • Contact Metrics dataset — Inbound Volume by Entry Point
  • Task Events dataset — Task Timestamps
  • Conversation Metrics datasets — Topics, Handle Time, and FCR

What's Resolved

Could Not Remove Dedicated Hero Assignment We fixed a bug where a Dedicated Hero assignment could not be removed from a Customer.

Unable to Update Multiple Entry Point Exceptions We resolved an issue where adding or deleting multiple entry point exceptions did not save all changes.

Email and Phone Menu Items in Answers Not Clickable Normally, when users click on a phone number or email address in an Answer, a menu is opened that lets them perform actions with that information, like Copy to Clipboard. We fixed a problem where the menu would close and the menu items were not clickable.

Audience Filter on Answer Search Not Applied We resolved a bug where Audience filters were not applied after the first page of Answer search results.


Don't Miss Out

RESOURCES

2022 Customer Expectations Report

Download this year’s Customer Expectations Report and learn how reimagining customer service can drive customer loyalty and revenue. You’ll learn about:

  • The support capabilities that lead to customer loyalty
  • The tactics big brands use to focus on customer retention
  • The role customer service plays in driving business growth


RESOURCES

4-week Holiday Customer Service Challenge

The holidays are a crazy time, and most brands wish they were a little more proactive in getting their processes and systems in order before the holiday rush. Sign up for Gladly’s Customer Service Challenge to transform your contact center so the holiday season can truly be merry and bright for your team and Customers.


PRODUCT

Help Us Make Gladly Even Better

We're building new messaging for Gladly, and we'd love your opinion. If you're interested, let's have a conversation! We'll walk through a short presentation and hear your opinion on the state of customer experience. We welcome all roles and feedback. Pick a time that works for you by booking a 30-minute session.


PRODUCT 

Attention Gladly Administrators: Enhanced Entry Points UI

Here’s a reminder that the enhanced Entry Point configurations page is now available. Check out additional help materials below you can review to learn about Entry Points and the recent enhancements.


REVIEWS

You're in good company

We'd love to hear from you - please share your insights on Gladly.

Please leave us a review on G2 Crowd Here


Was This Doc Helpful?

What's Next