January Releases
  • 13 Jan 2021
  • 4 Minutes To Read
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January Releases

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12 January 2020

What's Shipped

IVR Feedback Icon Update

You’ll notice that the ‘Feedback’ icon has now been changed to ‘Help’ instead. When clicked, it will allow you to either open the IVR Help Docs or leave us feedback on the IVR editor.


IE11 End of Support for Sidekick and Help Center

Over the last few years, Microsoft has shifted its focus from its Internet Explorer (IE) browser to its newer Edge browser. Microsoft themselves have announced not supporting IE11 in their products. That meant that key functionality and security updates to IE have been slow to non-existent. To that end—and ensure that your Customers only have the best support experience with you—we've decided to officially end support of IE 11 for Sidekick and Help Center.


Handling of Long Conversations Over 2500 Items

As part of our continued effort to ensure Gladly performs well, we will actively monitor Conversations that exceed 2500 items. In rare occurrences where automated messages sent to Gladly sometimes cause a Conversation to exceed 2500 items, once a Conversation reaches 2000 items, the Gladly team will proactively reach out to Customers to properly address these long Conversations.


What's Coming

Agent Status

Coming to Sandbox next week, you can get a better understanding of what Agents are doing as they work through their shift. Perhaps you want to know when Agents are training new Agents or when they are working on escalations. Maybe you want to know when they're actively helping Customers. With Agent Status, you can! We'll provide more information about this feature next week as it also includes a small change to how Away statuses are used and managed so you can train and prepare your team before this update related to Production.


Answer Search Sort Default

As part of the incremental improvements we made to make search results more relevant, Answers search sort will now default to "Best Match." You can still sort Answers search results by "Most Used" if you want to.


Resolved Issues

Estimated Wait Time Calculation for Chat - We fixed a bug that incorrectly included email handle time as part of the chat estimated wait time calculation.

New Message Indicator for Minimized Chat Window - We resolved an issue that caused the new message indicator (red dot) not to appear when the chat window is minimized.

Hide Answers WYSIWYG Editor for Read-Only Users - Previously, users who do not have permission to edit Answers were still able to see the editor panel. From now on, the editor will not be available for users who do not have permission to edit Answers.

Tasks Created by a Rule Getting Deleted - We fixed a bug that sometimes caused the text in Rule created Tasks to be deleted.


Don't Miss Out

SPOTLIGHT FEATURE

Empower Customers to Find the Answers They're Looking For

Helping customers help themselves through self-service can yield immense benefits. But how do you ensure your self-service material is meeting their needs? Our Self-Service Performance reports make it easy to answer this question, offering you key insight into what your customers are searching for and the answers they use most often. This way, you can ensure you always have the most relevant information readily available to your customer.


REVIEWS

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We'd love to hear from you - please share your insights on Gladly.

Please leave us a review on G2 Crowd Here




5 January 2020

What's Shipped

Automatic Conversation Close Message

In the last release before the holidays, we removed the Abandoned Call followups feature, so Conversations that only have abandoned phone calls are automatically closed. Now, a new item will appear in that Customer's timeline, indicating that the Conversation was closed automatically.


Turkish and Polish Answers

Witaj and Alo! We've added two new languages for Answers this week: Polish and Turkish.


Display All IVR Nodes

When clicking through the nodes on your IVR, the panel on the right displays information about the selected node. Before this release, the only way to clear the data from the panel and return to the full list of nodes was to click "Start" at the top of the IVR tree. Now, clicking the menu icon will return the panel to the list of all nodes and, additionally, clear any text in the search bar.


Resolved Issues

Time Discrepancies - We used to use the Agent's computer clock to determine the time for timestamps and events. Now, we are syncing time on a remote server to keep things consistent. This should address some issues around Liveboards and Agents being automatically logged out.


Don't Miss Out

SPOTLIGHT FEATURE

A Faster Way to Find Recently Viewed Customers

Have the need for speed? Now you can switch quickly and easily between Customer Profiles you've recently viewed. Simply click on the magnifying glass icon on the top left of your screen to view a list of the last 25 Profiles you viewed in Gladly. More details and caveats on our time-saving feature here.


A QUICK REMINDER

Mandatory IVR Holiday Hours Update

It’s that time of the year again where you need to change your 2021 holiday schedule in your IVR. In the past, you had to send us a list of the holidays when you needed your IVR "off." With our new IVR self-admin, this is now something you can do on your own. It's critical that you watch the video below if you haven't updated your hours. Some examples where you need to update your IVR hours to turn it "off" include:

  • 4th of July
  • Labor Day
  • Christmas Day/Eve
  • Boxing Day
  • New Year's Day
  • and any other company holidays you have where you need to make sure your IVR is properly configured to handle calls when your team is not working.

If you have any questions, reach out to Support or your CSM. We’re here to help!


SUPPORT

Product Help and Documentation

We monitor how our Product Documentation is used and apply that information to improve its contents. Help us ensure that help.gladly.com continues to be your one-stop-shop for everything you need to know about working in Gladly by rating help articles you use and provide feedback.


REVIEWS

You're in good company

We'd love to hear from you - please share your insights on Gladly.

Please leave us a review on G2 Crowd Here

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