Gladly AI Conversations Glance Report

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Administrator, Team Manager, or Analyst

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Gladly AI Conversations Glance gives you a lightweight, at-a-glance view of every Conversation in a given period and the Gladly AI outcome for each one. Use this report when you want a quick pulse check on Gladly AI activity across Conversations, without the full level of detail in the Conversation Export with Sidekick (Gladly AI) report.

Access the report

Click .
Select Reports.
Navigate to the Gladly AI section.
Select Gladly AI Conversations Glance.
Set your date range filter and click View Report.
Alternatively, click Download CSV.

How the report is measured

The report is measured by the following:

Grouping – Grouped by Conversation.
Time Anchor – Data is time anchored using the Conversation Created At event.

What the report shows

Review the definition of each metric and how it's used to calculate data. These are fields you'll see in the CSV download. The columns in the report fill dynamically when the information is available and may change as Conversations are updated.

Metric	Description	Comments
Conversation ID	Gladly ID for the Conversation.
Conversation Link	Link to the Conversation.
Created At Time	Timestamp when the Conversation was created.	This is also the time anchor for the report.
Received At Time	Timestamp when the Conversation was received by Gladly AI.	When Gladly AI received the Conversation, if the Conversation never went through AI this field falls back to when the Conversation was created.
Channel Name	The Channel Gladly AI is evaluating or communicating in for this Conversation, including Custom Channels.	Channel name of the Channel Gladly AI engaged on or first Team Channel.
AI Assisted (Y/N)	Whether Gladly AI engaged with this Conversation. Engaged is defined as sending at least one AI message to the Customer.	This field is blank when the Conversation was not billable for Gladly AI, including Conversations where Gladly AI did not send a message or was not turned on.
Gladly AI Outcome	The outcome of Gladly AI's involvement in the Conversation.	Options include: • (Blank) – Gladly AI did not send a message or was not exposed to the Conversation • Assisted – Gladly AI assisted and handed the Conversation off to an Agent • Resolved – Gladly AI resolved the Conversation without a handoff

Filter the Gladly AI Conversations Glance report

Use these filters to modify the data in your report. Using a combination of filters will also provide more targeted results. You can learn more about filters here.

Date – The date filter will correspond to the created timestamp.
Timezone – Display timestamps in the report using the filtered timezone.
Channel – See all Conversations with activity on the filtered Channel(s).

Use this report

Gladly AI Conversations Glance can provide multiple data points based on how you slice and dice the data. Below are a couple of examples: