How to Use the Summary Liveboard
  • 14 Apr 2022
  • 7 Minutes To Read
  • PDF

How to Use the Summary Liveboard

  • PDF

The Summary Liveboard gives you a high-level snapshot of how your contact center is performing as a whole right now.

How to access the Summary Liveboards

  1. Click the menu icon on the top left corner of the screen.
  2. Click Liveboards and you’ll be taken to the Summary Liveboard.

Once you are in the Summary Liveboard, note that it tracks four key areas in your contact center:

  1. Conversation Trends Today – The total number of Conversations created and closed today.
  2. Capacity – The total number of Agents logged into Gladly, what Channels they’re Available and currently working on, and if they’re Away.
  3. Conversations – The total number of New, Open, and Waiting Conversations.
  4. Channel Statistics – A Channel-by-Channel breakdown of the number of Conversations being handled over the Channel over the past 24 hours, average wait and handle times, and the percentage of Conversations on that Channel resolved within their SLA.
Tip - How SLA impacts Routing
See How SLA Impact Routing to learn how SLA impacts statistics shown in the Summary Liveboard.

How to filter the Summary Liveboards

You can filter the Summary Liveboard by Inbox to get a more granular view of how each Inbox is performing. Select multiple inboxes at the same time to see a compiled view of what’s going on in those Inboxes.

To filter Summary Liveboard by Inbox:

  1. Click on the Inbox Filter on the top right of the Summary Liveboards.
  2. From the dropdown list, select the Inbox you want to view. Alternatively, start typing out the name of the Inbox to help narrow down the list.
  3. Once selected, the Inbox will move to the top section of the dropdown list as a ‘Selected Inbox.’
  4. You can add as many Inboxes as you like. Just continue searching and selecting until you’re happy.
  5. To unselect an Inbox, click on that selected Inbox, and it should be removed from the Selected Inbox list.
  6. Once you’re done selecting your Inbox(es), click outside the Inbox filter to save.

Conversation Trends Today

Once you are in the Summary Liveboard, note that it tracks four key areas in your contact center:

  1. Conversation Trends Today – Total number of Conversations created and closed today.
  2. Capacity – Total number of Agents logged into Gladly, what Channels they’re available and currently working on, and if they’re away.
  3. Conversations – Total number of New, Open, and Waiting Conversations.
  4. Channel Statistics – Channel-by-Channel breakdown of the number of Conversations being handled over the Channel over the past 24 hours, average wait and handle times, and the percentage of Conversations on that Channel resolved within their SLA.

What it tracks:

  • Total Created – Total number of Conversations created over the past 24 hours.
  • Total Closed – Total number of Conversations closed over the past 24 hours.
  • Graph – Breakdown by time of day showing when there were spikes and dips in Conversation volume.
Tip - Viewing more information
Click on the Total Created or Total Closed to view all the Conversations that make up those statistics.

Capacity

What it tracks:

  • Total Agents Online –Total number of Agents logged into Gladly (this includes agents who are Away).
  • Agents Working – Total number of Agents that are logged in, have set Channel preferences, and are not explicitly “Away.”
  • Agents Away – Total number of Agents set as Away in Gladly.
  • Available – Total number of Agents who have made themselves available on a given Channel and are not at capacity.
  • Occupied – Number of Agents set as Available on a Channel, who have at least 1 customer using a messaging channel assigned to them.
  • Working – Total number of Available and Occupied Agents.
  • Free Messaging Capacity – Total number of Messaging sessions under the capacity threshold (i.e. the minimum number of Chat, SMS, or Facebook. sessions an Agent should be handling at any given time) across all the Agents Available for Messaging Channels in Gladly.

Conversations

What it tracks:

  • Total – All-time total number of ongoing Conversations in Gladly (i.e. not Closed).
  • New Conversations – All-time total number of Conversations in Gladly inboxes that have not been assigned to an Agent.
  • Open Conversations – All-time total number of Conversations in Gladly inboxes that are actively being worked.
  • Waiting Conversations – All-time total number of Conversations in Gladly inboxes that are waiting for a Customer response.
Tip - Viewing more information
Click on Total, New, Open, or Waiting to view all the Conversations that make up those statistics.

Reviewing Channel level statistics

You can also get a Channel-level breakdown of what’s going on in your contact center in Liveboards.

Voice

What it tracks:

  • New Calls – Total number of new calls currently not assigned to an Agent.
  • Active Calls – Total number of active calls that an Agent is currently engaged with.
  • Completed Calls Today – Total number of calls completed today.
  • Outgoing Calls Today – Total number of outgoing calls today.
  • Current Wait – Current longest wait time for phone Customer waiting to talk to an Agent.
  • Avg. Wait Time Today Average time Customers spent waiting to speak to an Agent.
  • Exceeding SLA – Total number of calls that have or currently exceeding SLA today. This includes Abandoned calls and excludes calls that were forwarded or left a voicemail.
  • SLA Achievement Today – Total number of calls within SLA. This excludes calls that were forwarded or left a voicemail.
Tip - Viewing more information
Click on Current Wait Time to be taken to the Conversation that's been unanswered for the longest time.

Email

What it tracks:

  • New Emails – Total number of new emails currently not assigned to an Agent.
  • Open Emails – Total number of open emails that an agent is actively working on.
  • Outgoing Emails Today – Total number of outgoing emails today.
  • Oldest Unanswered Email – How long the most outstanding (unfulfilled) email has been left unanswered. 
  • Avg. Wait Time Today Average time Customers spent waiting to hear back from an Agent today.
  • Exceeding SLA – Total number of emails that have or currently exceeding SLA today.
  • SLA Achievement – Total number of emails within SLA.
Tip - Viewing more information
Click on Oldest Unanswered Email to be taken to the Email Conversation currently experiencing the longest wait time.

SMS

What it tracks:

  • New SMS – Total number of new SMSs currently not assigned to an Agent.
  • Active SMS – Total number of active SMSs that an Agent is currently engaged with.
  • Outgoing SMSs Today – Total number of outgoing SMSs today.
  • Oldest Unanswered SMS – How long the most outstanding (unfulfilled) SMS has been left unanswered.
  • Avg. Wait Time Today Average time Customers spent waiting to hear back from an Agent today.
  • Exceeding SLA – Total number of SMSs that have or currently exceeding SLA today.
  • SLA Achievement – Total number of SMSs within SLA. SLAs are fulfilled when an Agent “Accepts” the Conversation and replies to the messaging session, not each SMS within the Conversation.
Tip - Viewing more information
Click on Oldest Unanswered SMS to be taken to the SMS Conversation currently experiencing the longest wait time.

Facebook Messenger

What it tracks:

  • New FB Messages – Total number of new Facebook Messages currently not assigned to an Agent.
  • Active FB Messages – Total number of active Facebook Messages that  Agents are currently engaged with.
  • Outgoing FB Messages Today – Total number of outgoing Facebook Messages today.
  • Oldest Unanswered FB Message –How long the most outstanding (unfulfilled) Facebook Messages has been left unanswered.
  • Avg. Wait Time Today Average time Customers spent waiting to hear back from an Agent today.
  • Exceeding SLA – Total number of Facebook Messages that have or currently exceeding SLA today.
  • SLA Achievement – Total number of Facebook Messages within SLA. SLAs are fulfilled when an Agent “Accepts” the Conversation and applies the messaging session, not for each individual message within the FB Conversation.
Tip - Viewing more information
Click on Oldest Unanswered FB Message to be taken to the FB Message Conversation currently experiencing the longest wait time.

Chat

What it tracks:

  • New Chats – Total number of new Chats currently not assigned to an Agent.
  • Active Chats – Total number of active Chats that an Agent is currently engaged with.
  • Total Chats Today – Total number of Chats today.
  • Oldest Unanswered Chat – How long the most outstanding (unfulfilled) Chat message has been left unanswered.
  • Avg. Wait Time Today Average time Customers spent waiting to hear back from an Agent today.
  • SLA Achievement – Total number of Chats that have or are currently exceeding SLA today.
Tip - Viewing more information
Click on Current Wait time to be taken to the Chat Conversation currently experiencing the longest wait time.

Instagram Direct

What it tracks:

  • New Instagram Direct Message – Total number of new Instagram Messages currently not assigned to an Agent.
  • Active Instagram Direct Messages – Total number of active Instagram Messages that Agents are currently engaged with.
  • Outgoing Instagram Direct Messages –Total number of outgoing Instagram Messages today.
  • Oldest Unanswered Instagram Direct Message – How long the most outstanding (unfulfilled) Instagram Message has been left unanswered.
  • Avg. Wait Time Today Average time Customers spent waiting to hear back from an Agent today.
  • SLA Achievement – Total number of Instagram Messages that have or are currently exceeding SLA today.

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