Key Reporting Events
  • 11 Feb 2021
  • 7 Minutes To Read
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Key Reporting Events

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Before You Begin

Key Reporting Events is another dimension of Gladly reports. To fully grasp and understand the data in your reports, you must understand Key Concepts. We suggest that you also take time to get familiar with Metric Specific Concepts and Metric Attribution Concepts.

About Key Reporting Events 

Key Reporting Events allows you to understand the definitions behind activities or moments directly related to interactions made with your Customers. For example, knowing the definition of “Accepted” in a Voice report context can help you quickly understand that a report is showing you the number/percentage of calls that have been offered and accepted by an Agent(s).

Contact Events

Initiated

Initiated is the moment when a Contact is first received by Gladly. The concepts below are detailed from an Initiated context:

    • Voice – The moment when a phone call reaches the Gladly system. Typically begins as soon as they enter the IVR.
    • Chat – The moment when the Customer opens the chat experience (this could be directly from the chat button or after seeing the self-service options and clicking the “chat with us” button).
    • SMS, FB, Twitter, WhatsApp – The moment when the first message arrives in Gladly.
    • Email – The moment when the email first arrives in Gladly.
    • Voicemail – The moment when a Voicemail message recording is completed and saved to Gladly.
    • Abandoned Call Followup – The moment soon after Gladly detects that the Customer abandoned the call, resulting in a Followup being created.
    • Outbound Contacts are initiated when the Agent sends the message or email or when they start an outbound phone call.

Queued

Queued is the moment when an Inbound Contact is ready to be routed. The concepts below are detailed from a Queued context:

    • Voice – The moment when the Customer makes a selection in the IVR that puts them in an Inbox.
    • Chat – The moment when the Customer sends their first message. If Chat Onboarding is enabled, the Customer enters their name, email address, and then their first message. If Onboarding is not enabled, the Customer enters their first message without entering their name and email.
    • SMS, FB, Twitter, WhatsApp – The moment when the first message arrives in Gladly.
    • Email – The moment when the email first arrives in Gladly.
    • Voicemail –  The moment when a Voicemail message recording is completed and saved to Gladly.
    • Abandoned Call Followup – The moment when the Customer abandons the call, resulting in a Followup being created.

Contacts can be queued more than once. For example, when the assigned Agent escalates the Contact to a different Inbox.

Offered

Offered is the moment when a Contact is offered to an available Agent. Depending on the configuration of Voice and/or Messaging Channels, the Agent will be able to Accept or Decline the offered Contact. In other configurations, and for Mail channels, the Agent will be automatically assigned the Contact.

Contacts can be offered more than once, for example, when an Agent declines the offer, and the Contact is offered to a different Agent.

Outbound Contacts are not initially offered (they are instead directly assigned to the Agent who initiated them), though they can be in the case where the Contact is reassigned.

Accepted

Accepted is the moment when an Agent accepts a Contact that has been offered to them, or the Contact is auto-accepted upon offering.

Due

Due is the moment when a Contact is targeted to be fulfilled, to meet the company’s Service Level Agreement (SLA). The due date is set when the Contact is initially queued and is determined by the Channel and Inbox SLA settings. Once set, it is not updated.

Outbound Contacts do not have a due date (or an SLA).

Fulfilled

Fulfilled is the moment when an Inbound Contact‘s SLA is considered fulfilled. This is generally the first response to the Customer’s action but can also happen in a variety of other ways.

    • Auto-Reply messages do not fulfill the Contact’s SLA.
    • Outbound Contacts do not have an SLA and so will not have a fulfilled event.

Below are the various ways a Contact can be fulfilled.

Contact is Responded to:

    • Voice – the moment when the Agent first accepts the phone call and is connected.
    • Messaging (Chat, SMS, FB Messenger, Twitter, WhatsApp) – the moment when the Agent sends their first reply message.
    • Email, Voicemail, Abandoned Call Followup –the moment when the Agent initiates an outbound Contact on any Channel.
      • Note –  Emails sent from the Customer profile that does not include the Customer as a recipient do not fulfill the Contact’s SLA.
    • If an Agent fulfills the SLA on a Contact or initiates an outbound Contact, any unfulfilled Contacts in that Conversation will also be fulfilled.

Contact is Canceled

Contact Times Out

    • Currently only applies to Chat and WhatsApp Contacts. See more details below.

Contact is Abandoned

    • Currently only applies to Voice Contacts. See more details below.

Contact is a Voicemail left

    • Currently only applies to Voice Contacts. See more details below.

Contact is Forwarded

    • Currently only applies to Voice Contacts. See more details below.

Ended

Ended is the moment when communication on a Contact is deemed to have ended.  There are multiple ways a communication Contact can end:

Canceled

(Variation of Fulfilled and Ended)

Canceled is the moment when an Agent or an automation Rule marks the latest Inbound Message as “No Reply Needed” or Closes the Conversation instead of replying.

Timed Out

(Variation of Fulfilled and Ended)

Timed Out is the moment when a Contact is automatically ended because it has not been responded to within a certain period of time. This applies to the Channels below.

    • Chat – 24hrs, because most Customers do not leave their chat session open for more than 24 hours.
    • WhatsApp – 24hrs, because this service does not permit companies to send outbound messages unless the Customer has contacted them within the past 24hrs.

Abandoned

(Variation of Fulfilled and Ended)

Abandoned is the moment when a Customer who initiated a Voice Contact (whether queued or not) terminates the Contact before it is fulfilled by an Agent activity (a response is sent, marked as No Reply Needed, Conversation Close).

Forwarded

(Variation of Fulfilled and Ended)

Forwarded is the moment when a Voice Contact is terminated because it’s forwarded outside Gladly’s voice system.

Contacts can also be forwarded after they are answered (fulfilled) by an Agent.

Left Voicemail

(Variation of Fulfilled and Ended)

Left Voicemail is the moment when a Voice Contact terminates upon leaving a voicemail and exiting the IVR.

Answered

For outbound Contacts, Answered is the moment when a Voice Contact connects to a Customer or reaches their voicemail.

Declined

Declined is the moment when an Agent declines an offered Contact. In the case of some voice and messaging configurations, When Agents are routed a Contact, they are given the option to accept or decline the Contact. They can also ignore the Contact.

Missed

Missed is the moment when an Agent misses an offered Contact. In some voice and messaging configurations, When Agents are routed a Contacts, they have a short window to accept or decline the Contact. If they do neither, that is considered “missed.”

    • For voice, the window is 60 seconds.
    • For chat, the window is 30 seconds.
    • For SMS, Facebook Messenger, Twitter, and WhatsApp, the window is 60 seconds.

Hold Started and Ended

Hold Started is the moment when a phone call is placed on hold, and Hold Ended is when the Customer is taken off hold. This can happen multiple times throughout a phone call, and each hold segment has a type associated with it, depending on the reason the hold was started. The types include: 

  • Manual (Agent chooses to put the call on hold).
  • Warm transfer (Agent starts the process of finding another Agent to transfer the call to).
  • Cold transfer (Agent places the Customer in a queue to be answered by the next available Agent).
  • Conference (Agent is conferencing in a third call participant).

Transferred

Transferred is the moment when there is a transfer attempt (to another Agent, a different Inbox, external transfer) or a Conversation is reassigned. Conversations can be reassigned during an active Contact or outside one, but the Conversation cannot be Closed.

  • An "attempt" is counted as a transfer event only if an Agent/Inbox is selected and Gladly tries to connect.

Joined

Joined is the moment when an Agent who is not assigned joins the Contact.

    • This does not apply to Voice Contacts.
    • For Messaging and Mail Contacts, the Agent joins by sending their first message in an ongoing Contact. This can be either an unassigned Conversation or when the Conversation is assigned to another Agent. In the former situation, the Agent will also be assigned to the Conversation due to joining, while in the latter situation, the current assignee will not change.

Conversation Events

Topics Changed

Topics Changed is the moment when the Topic(s) on a Conversation is changed—either added or removed.

Created

Created is the moment when a Conversation is created. This can be done in a variety of ways:

    • When new or unidentified Customers first contact in.
    • When Customers initiate Inbound Contacts outside the Conversation reopen window.
    • When Agents manually choose to start a new Conversation instead of reopening a previous one.

Closed

Closed is the moment when a Conversation is closed. Conversations can be closed and reopened 0, 1, or many times. Conversations cannot be closed by Customers but can be closed automatically (through Rules) or manually (through Agent action).

Reopened

Reopened is the moment when a Conversation is reopened. Conversations can be reopened 0 to many times. This happens in two main ways:

    • When the Conversation is Closed, and Customers initiate a Contact within the Conversation reopen window.
    • When the Conversation is Closed, and an Agent chooses to reopen the Conversation.

Task Events

Created

Created is the moment when a Task is created. Depending on the Task routing window, not all Tasks are immediately routed upon creation.

Closed

Closed is the moment when a Task is closed. Tasks can be reopened and closed more than once.

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