December Releases
  • 12 Jan 2022
  • 8 Minutes To Read
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December Releases

  • PDF

14 December 2021

What's Shipped

Insight Builder

The wait is finally over! Generally available this week, Insight Builder is a new way to create reports as you see fit. It's designed to help provide answers to specific business questions using Gladly datasets. Watch the demo video below to learn more.

There are a few ways to get to know Insight Builder:

And when you're ready to start using Insight Builder, visit the FAQ page for information on how to activate Insight Builder for your organization.


What's Coming

Don't Forget to Update Your IVR Holiday Hours

It's time to update the holidays for 2022 in your IVR! Some examples where you need to update your IVR hours to turn it "off" include:

  • 4th of July
  • Labor Day
  • Christmas Day/Eve
  • Boxing Day
  • New Year's Day
  • and any other company holidays you have where you need to make sure your IVR is properly configured to handle calls when your team is not working.

Watch the video below to learn how to update your IVR.

See How do I set up our holiday or business hours for more information.


New Webhooks

Soon, you'll have 32 more webhooks that you can configure to give you more options for sending POST requests about Gladly events. We'll let you know once the webhooks are available for use.


Holiday Release Schedule

Since the holidays are fast approaching, we'd like to take this time to remind you of our holiday release schedule. Please note that there is no release scheduled for the weeks listed below:

  • Dec 20 (Holiday break)
  • Dec 27 (Holiday break)

Our Support Team will continue to be available over the holiday season on modified business hours in the event you experience any issues with Gladly.


Resolved Issues

Public Answers Not Appearing in Sidekick and Help Center Admin – We resolved an issue that prevented the search of public Answers in Sidekick and Help Center admin pages.

Incorrect Call 'Hold' Events – Previously, Phone Call Hold events were infrequently issued after a call had already ended. This caused the Contact Export and Contact Summary report to reflect inaccurate hold times. This has been resolved so hold events are no longer issued once a call has ended.

Prevent Message Submission While Using IME – For users using IME (input method editor) for languages like Japanese with more graphemes than there are keys on the keyboard, they can now hit enter without submitting a message.

Instagram Missing in FCR Calculations – We fixed a bug that excluded Instagram Messaging from FCR calculations. This fix retroactively applies to previous calculations.

Customer Profile Merge Error – Upon attempting to merge a Profile, a message incorrectly suggested the current Profile as the merge option, and clicking Merge would result in a "One of the Customer Profiles is already being merged" error. This is now resolved.


Don't Miss Out

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




7 December 2021

What's Shipped

More IVR Templates

IVR templates help speed up and simplify the building and configuring of an IVR without starting from scratch. Just like how the Basic IVR template can be used to help you start receiving calls quickly with minimal customizations, the new templates (Proactive Voice, Voicemail Only, and Message Only) can help you jump-start the creation of IVR flows.


Team Manager Role Permission Enhancement

Team Managers can now access the Users page and view a list of users in Gladly. Here, they can see names, emails, roles, and account statuses, but they won't be able to make changes. Only Administrators can add, edit, or deactivate accounts.


What's Coming

Phone Call Recording Activity Update

Today, calls are recorded the moment the Customer is placed in a queue waiting to be routed to an Agent. Soon, calls will only start recording once the Customer is connected with an Agent. We'll also pause recording whenever an Agent puts the Customer on hold. Stay tuned for additional updates!


Don't Forget to Update Your IVR Holiday Hours

It's time to update the holidays for 2022 in your IVR! Some examples where you need to update your IVR hours to turn it "off" include:

  • 4th of July
  • Labor Day
  • Christmas Day/Eve
  • Boxing Day
  • New Year's Day
  • And any other company holidays you have where you need to make sure your IVR is properly configured to handle calls when your team is not working.

See How do I set up our holiday or business hours for more information. We'll remind you again next week and include a video on how to do this in your IVR.


Holiday Release Schedule

Since the holidays are fast approaching, we'd like to take this time to remind you of our holiday release schedule. Please note that there is no release scheduled for the weeks listed below:

  • December 20 (Holiday break)
  • December 27 (Holiday break)

Our Support Team will continue to be available over the holiday season on modified business hours in the event you experience any issues with Gladly.


Resolved Issues

'Whoops Something Went Wrong' Error – We fixed a bug that caused the "Whoops Error" to randomly appear as you navigate the Gladly UI.

Sidekick Text Wrapping – We resolved an issue that caused incorrect presentation of Answers using an ordered list.

Improved Outbound Instagram Messaging Error – Previously, sending an outbound Instagram message once the allowed response window has passed presented a generic "unknown error" message. We updated this error message to say, "Unable to send message. The response window has been exceeded," providing a clearer reason for why the error occurred.

Talk Time Calculation Update – We corrected the calculation for Total Talk Time on the Contact Export and Contact Summary reports, so they accurately reflect phone call talk time. This applies retroactively to past data.

Correct Timezone for Scheduled Reports – We resolved an issue that caused scheduled reports to use the wrong timezone. Note that scheduled reports use the Organization timezone, not the timezone selected in the report drop-down.

  • Reports that were scheduled prior to the fix being released (12/8/21) and are still showing the wrong timezone will need to be deleted and recreated.

Agent Timestamp Report CSV Header – We added the "Agent ID" header on the Agent Timestamp report CSV.


Don't Miss Out

WEBINAR

Introduction to Insight Builder

The rumors are true. Insight Builder is coming! Join us tomorrow, December 8, 2021, from 9 AM to 10 AM PT, and learn how you can choose your own adventure by building your own reports using Gladly datasets. Send an email to kimberly@gladly.com to receive an invitation.


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

 



1 December 2021

What's Shipped

New Metric for Agent Timestamps Report

The Agent Timestamps report now includes the Agent ID metric so you know which Agents the report data is about.


Current Conversation Assignment

When searching for an Agent to reassign the Conversation to through the Conversation Assignment menu, the Inbox the Conversation is assigned to now appears at the top of the list. It also says "Current" next to the name of the Inbox to make it easier to find the Agent in the Inbox the Conversation is currently assigned. This reduces the chance of Agents accidentally switching the assignment of the Conversation to a different Inbox. And when searching for an Agent to reassign the Conversation to, the list of Inboxes after the "Current" Inbox also now appears alphabetically.


Deactivated Inboxes in Users Settings Page

On the Users settings page, Inboxes that have since been deactivated but still assigned to an Agent now show "deactivated" at the end of the Inbox name on the Inbox list.


What's Coming

Holiday Release Schedule

Since the holidays are fast approaching, we'd like to take this time to remind you of our holiday release schedule. Please note that there is no release scheduled for the weeks listed below:

  • December 20 (Holiday break)
  • December 27 (Holiday break)

Our Support Team will continue to be available over the holiday season on modified business hours in the event you experience any issues with Gladly.


Resolved Issues

Green Dot Not Appearing for Some Email Replies – The green dot would not appear for email replies from Conversations that began over a messaging Channel. This is now resolved.

Corrected Shopify Product Images – We resolved an issue that caused the wrong product image from Shopify to appear in the Customer Profile.

Unable to Add IVR Template After Schedule and Temporary Split Node – Previously, inserting an IVR template like the Basic IVR after a Schedule or Temporary node resulted in an error. This is now resolved.

Contacts Not Fulfilled but Ended – The due date on a Conversation will now be cleared, and the SLAs for the Conversation will be fulfilled instead of always doing it when the message was sent to the Customer.

Warm Transfer Bug Fixes

  • Agent Name Missing in Warm Transfer – The name of the transferring Agent did not appear when they were warm transferring the call to the person observing (i.e., listening, coaching, or have joined) the call.
  • Observer Can't Receive Warm Transfers – If an observer stops observing a call, they couldn't receive a warm transfer from the Agent they observed previously.
  • Unable to Cancel Warm Transfers – Agents couldn't cancel warm transfers to an observer.


Don't Miss Out

WEBINAR

Introduction to Insight Builder

The rumors are true. Insight Builder is coming! Join us on December 8, 2021, from 9 AM to 10 AM PT, and learn how you can choose your own adventure by building your own reports using Gladly datasets. Send an email to kimberly@gladly.com to receive an invitation.


PRODUCT

Admin Pages for Instagram Messaging and Facebook Pages

A friendly reminder that Instagram Messaging and Facebook Pages are now on the More Settings page, giving you complete control over the adding and management of these accounts in Gladly without needing any help from Gladly Support. Once you add new Instagram Messaging or Facebook accounts for use in Gladly through the new admin settings, simply configure the Channel settings to point these accounts to their designated Inbox.


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


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