The Gladly Improvement Opportunities dashboard provides a comprehensive view of how your Gladly Agents are performing. Use this dashboard to identify specific areas where you can improve automated resolutions and reduce handoffs to human Agents.
Overview
The Gladly Improvement Opportunities dashboard helps you understand the effectiveness of your AI-driven Customer interactions. By analyzing trends in response, resolution, and handoff rates, you can pinpoint exactly where to focus your optimization efforts to increase efficiency and improve the Customer experience.
Data in this dashboard is based on individual sessions, not Conversations
Because a single Conversation can contain multiple sessions, you may notice that session counts are higher than your total Conversation volume.
Access the Gladly Improvement Opportunities dashboard
The dashboard is available in two formats:
Embedded Version – Viewable directly within Reports → Gladly.
Looker Dashboard – An internal version that allows for broader organization-wide data filtering.
Filter the report
Use filters at the top of the dashboard to narrow your data and focus on specific performance areas:
Customer Domain – Filter by specific customer domains (e.g., brand name).
Channel – View performance for Chat, SMS, Voice, or Email.
Gladly Agent Name – Focus on the performance of a specific Gladly Agent.
Date Range – Analyze data over a specific period to see trends over time.
Gladly Improvement Opportunities terminology
Use the table below to understand the key metrics and sections found in this dashboard.
Term | Description |
|---|---|
Response Rate | How often the AI Agent provided a response to the customer. |
Resolution Rate | The percentage of sessions where AI fully resolved the issue without requiring a human Agent to step in. |
Handoff Rate | How often AI transferred the Conversation to a human Agent. |
Recontact Rate | How often Customers reached back out within 24 hours after their initial inquiry was resolved. |
Total Session Volume | The total number of interactions handled by AI during the selected timeframe. |
Handoff Reason | The specific category explaining why a transfer occurred (e.g., Transfer Detector, Guidance, QC, or Manual). |
Pareto Analysis | An action-oriented table that ranks Gladly Agents and handoff category combinations by volume to help prioritize high-impact fixes. |
Dashboard sections
Gladly AI Outcomes
This daily trend chart displays your total session volume alongside key metrics like Response, Handoff, and Resolution rates. Your goal is to see the Resolution Rate increase and the Handoff Rate decrease over time.
Gladly AI Agent Outcomes
This bar chart compares performance across different Gladly Agents (e.g., Chat vs. Email). It quickly highlights which Channels are successfully resolving issues and which require more attention.
Gladly AI Agent Outcomes & Guides
A granular table that pairs each Gladly Agent with the specific Guide used. This helps you identify which specific Topics within a Channel are driving the most handoffs to human Agents.
Gladly Handoff Reasons
This stacked bar chart breaks down the daily reasons for handoffs. Categories include Transfer Detector, Hallucination, and Action Rule, allowing you to identify systemic issues in AI performance.
Handoff Opportunities Prioritization (Pareto Analysis table)
Using the 80/20 rule, this section ranks the top handoff subcategories by volume. By addressing the top rows in this table, you can resolve the majority of your handoff volume.
Transfer Detector Handoff Opportunities Prioritization (Pareto Analysis table)
This section is filtered specifically for Transfer Detector Handoffs. These handoffs often result from transfer set by your organization that can be adjusted within the ‘When to get more help’ tile to encourage higher resolution rates.
How to use this dashboard
Start with Trends – Look at the AI Outcomes section to see if your resolution rates are improving.
Identify High-Volume Handoffs – Use the Pareto Analysis tables to find which specific Gladly Agents or Guides are transferring most often.
Drill Down for Context – Click on session counts in the tables to view the Drill Down table. This provides links to actual Conversations so you can review the specific context of the handoff.