Sidekick (Gladly AI) Conversation Time Dashboard

REQUIRED USER ROLE
Administrator, Team Manager, or Analyst

PERMISSION OVERVIEW
View permissions by role

ADD-ON FEATURE
Contact Gladly Support or your CSM (if you have a CSM) if you’d like to activate this feature.

“Sidekick” in Gladly AI reports
Please note that some Gladly AI reports may use “Sidekick”, the former name for Gladly AI, in certain data fields and report names.

Use the Sidekick (Gladly AI) Conversation Time dashboard to estimate how much time Gladly AI has saved your team by handling Customer inquiries that your Agents would have had to handle if Gladly hadn’t. This metric reflects the work Gladly has done by counting the responses Gladly AI sent to your Customers and then translating that into the time (rounded to the nearest hour) that it would have taken your Agents to perform that same volume of work. We calculate the time it takes your Agents to handle messages in a given Channel, and then use that as input to the Sidekick Conversation Time calculation.

Before you start

We recommend you review the following before using any OOTB Dashboards.

Review Overview of OOTB Dashboards.
Get familiar with Time Anchors. Every report tile in the dashboard uses a specific time anchor to aggregate data, so you must understand how this concept is utilized.

Core Concepts

Review the foundational definitions below to better understand the metrics used in the dashboard:

Sidekick Messages – The count of messages, or individual responses that Gladly AI has sent to your Customers throughout the course of an Assisted Conversation. In the image below, the count of Sidekick Messages for this Assisted Conversation would be five, because Gladly AI has sent five messages to the Customer.
- For example, Sidekick Messages counts the five chat messages shown in the image below. It will not include after-Conversation Time, which is a buffer of time added on to Agent conversations to capture the time it takes an Agent to add notes and assign tasks after the finish working with a Customer.

Assisted Conversations – The total number of Conversations where Gladly AI acted to support the Customer. It includes Resolutions, Auto-Closed Conversations, and Handoffs (Agent-Assisted Handoffs + Insufficient Message Handoffs). Assisted Conversations is the unit of measurement for Gladly AI billing.
Resolutions – Assisted Conversations in which Gladly AI completed the steps specified in the workflow without handing off to an Agent. This includes Conversations where Gladly AI started to assist the end Customer and then auto-closed the Conversation after the end Customer stopped responding. For example, Gladly AI will wait for two hours after the end Customer’s last reply before auto-closing an abandoned Chat Conversation.

Access the Sidekick (Gladly AI) Conversation Time dashboard

Click on the top left corner of the screen.
Click Reports.
Under the Sidekick category, click Sidekick Conversation Time Dashboard.
Set the dashboard filters.
- Note – No additional filters are available aside from the ones available in each dashboard.
Click the green Load button on the top right corner of the dashboard to refresh dashboard data bounded by the filter.
- Note – After the initial dashboard load, the Load button changes to a Refresh icon. If you change the filter, click refresh again to reload the dashboard.

Sidekick Conversation Time dashboard tiles

The table below details each report tile available in this dashboard.

Tile Name	Metric Used	Time Anchor	Filters	Description	Comments
Total Sidekick Conversation Time	Sidekick Conversation Time	Contact Ended Date	Assisted Conversations	This metric reflects the "work" Gladly AI has done by counting the number of responses Gladly AI sent to your customers, and then translating that into the time (rounded to the nearest hour) that it would have taken your Agents to perform the same work - based on their actual response-level handle time in Gladly.
Sidekick Conversation time - Assisted Conversations	Sidekick Conversation Time		Handed-off Conversations	This metric shows an estimate of how much time your Agents would have spent handling the customer responses that Gladly AI sent for all conversations where it started to assist your customers before handing off to an Agent to complete the conversation.
Sidekick Conversation time - Resolutions	Sidekick Conversation time		Resolutions	This metric shows an estimate of how much time your Agents would have spent handling the conversations that Gladly AI resolved without handing off to an Agent.
Sidekick Messages and Conversation Time	Sidekick Conversation time				This view is aggregated by week.
Sidekick Activity - by Time of Day	Sidekick Conversation time		Filtered to show Gladly AI contacts for the time period selected in the top-level dashboard filter.	Shows the count of responses that Gladly AI sent and the total hours that it would have taken your Agents to perform that volume of work.	This view is aggregated by hour.
Sidekick Conversation Time - by Channel	Sidekick Conversation time			Gladly AI conversation time, broken down by the channel in which Gladly AI communicated with your customer.	In this table, we calculate the Average Agent Handle Time per message sent for each Channel, and we use your Agent’s data to calculate Gladly AI’s Conversation time.
Sidekick Conversation Time - by Customer Contact Reason	Sidekick Conversation time			Shows the number of conversations where Gladly AI did some work to support the customer, grouped by the customer Contact Reason. The table also shows the average count of responses that Gladly AI sends, and the average count of responses that an Agent sends to customers.

Sample Sidekick (Gladly AI) Conversation Time dashboard use cases

Gain perspective on using the Conversation Time Dashboard to drive action. Let’s look at some examples using the report tiles below.

Sidekick Conversation Time - by Customer Contact Reason

Table showing Sidekick handle time by customer contact reason and related statistics.

Review the Contact Reasons for which Gladly AI is doing the highest volume of work to understand, qualitatively, where Gladly AI is doing the most work to support your Agents. Are there other areas where you would expect Gladly AI to do more work? If so, Gladly will work with you to build out AI-powered workflows that can address your use cases.

Based on this information about where Gladly AI is doing the most to free up your team’s capacity, where could you reallocate your Agent’s time to higher-value tasks that humans do best? For example, are there opportunities to use the time that Gladly AI has freed up by handling certain tasks to empower your Agents to strengthen Customer relationships or to drive revenue-generation or save-the-sale initiatives?

Sidekick Activity - by Time of Day

Graph showing Sidekick activity by time of day, highlighting peak message handling hours.

Review the chart to understand when Gladly AI is most and least active. It shows you when (over a 24-hour day) Gladly AI is most active. These insights can help you adjust your Agent staffing and Gladly AI configurations to meet your Customers when they need support.