How to Use the Topics Liveboard
  • 14 Apr 2022
  • 2 Minutes To Read
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How to Use the Topics Liveboard

  • PDF

The Topics Liveboard provides real-time tracking of what topics your customers are talking about in Gladly. With these insights, you can shift resources around to tackle specific trending topics, or maybe set up a task force to dive deeper into why there’s such a high volume of customers contacting your company around a certain issue.

How to access the Topic Liveboard

  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.
  3. Click the Topics tab.

Information you can track with the Topic Liveboard

At the top of the Liveboard is a snapshot of your contact center as a whole, to help you put the Topic-related metrics into context, and plan your resources accordingly.

  • Online Agents - The number of agents currently on Gladly
  • New Conversations - The total number of Conversations currently not assigned to an agent
  • Open Conversations - The total number of Conversations currently assigned to an agent, and awaiting a response.
  • Waiting Conversations - The total number of Conversations currently assigned to an agent, and where the agent has responded.
  • Closed Today - The total number of Conversations that were closed in the current 24 hour period.
  • % Within SLA - The percentage of Conversations that received a response from an agent within the given SLA over the current 24 hour period.

Below that first snapshot, are the key Topic-related metrics:

  • Topic - Every Topic used in Gladly throughout the day
  • New - The number of New Conversations assigned that Topic
  • Open - The number of Open Conversations assigned that Topic
  • Waiting - The number of Waiting Conversations assigned that Topic
  • Closed Today - The number of Conversations assigned that Topic closed today
  • Current Wait - The current expected customer wait time for a Conversation tagged with the Topic
  • % Within SLA - Percentage of Conversations that received a response within the given SLA
Note - Multiple Topics

If a Conversation has multiple Topics, it will be counted in each Topic.

Filtering the Topics Liveboard

You can also filter the Topics Liveboard by Inbox, to get a more granular view of what Topic is trending in an Inbox. Select multiple inboxes at the same time to see a compiled view of what’s going on in those Inboxes.

To filter Topics Liveboard by Inbox:

  1. Click on the Inbox Filter on the top right of the Topics Liveboard.
  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, just click on that selected Inbox and it should be removed from the Selected Inbox list.
  6. Once you’re done selecting your Inbox(es), simply click outside of the Inbox filter to save.

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