Metrics Glossary

Assisted Conversation (yes/no)

Whether Gladly AI assisted in the Conversation. Assisted Conversations include Automated Resolutions, Conversations that were Auto-Closed by Gladly AI, and Conversations where Gladly AI started to assist and then handed off the Conversation to an Agent.

Unexpected Handoff (yes/no)

A “Yes” flag for this field indicates that Gladly AI began assisting the Customer and then handed off to an Agent to resolve the Conversation for a reason other than what was specified by the Thread. Unexpected handoffs are infrequent and are not counted as a billable Gladly AI-Assisted Conversation.

Handed off By Sidekick (yes/no)

A Conversation where Gladly AI started to assist the Customer and then handed off the Conversation to an Agent to resolve. This includes both Expected Handoffs, which are configured in a Thread, and Unexpected Handoffs, which are the result of a Gladly AI error.

Automated Resolution (yes/no)

A “Yes” flag for this field indicates that Gladly AI completed the steps specified in the Thread without handing off to an Agent.

Handed Off At Date

The date when Gladly AI handed off the Conversation to an Agent. This includes all types of Agent handoffs.

Resolved At Date

When Gladly AI resolved the Conversation.

Count of Unassisted Conversations

The number of Conversations classified but not assisted because no relevant Thread exists.

Count of Assisted Conversations

The total number of Conversations where Gladly AI acted to support the Customer. It includes Resolutions, Auto-Closed Conversations, and Handoffs (” Hero-Assisted Handoffs” + “Insufficient Message Handoffs”). Assisted Conversations is the unit of measurement for Gladly AI billing.

Count of Automated Resolutions

The number of Conversations where Gladly AI completed the steps specified in the Thread without handing off to an Agent.

Count of Handed off Conversations

The number of Assisted Conversations that were handed off by Gladly AI.

Total Conversation Handle Time

Total time spent by an Agent on a Conversation.

Average Conversation Handle Time

Count of Handed-off Conversations

Assisted - Total Conversation Handle Time

Total time that Agents spent working on Conversations that Gladly AI assisted.

Assisted - Average Conversation Handle Time

The average amount of time spent by Agents on Conversations that Gladly AI assisted.

Handed-Off - Total Conversation Handle Time

The total amount of time spent by Agents working on Conversations handed off by Gladly AI.

Handed-Off - Average Conversation Handle Time

Average time spent working on Conversations handed off by Gladly AI.

Unassisted - Total Conversation Handle Time

The total amount of time spent by Agents on Conversations where Gladly AI did not assist.

Unassisted - Average Conversation Handle Time

The total amount of time spent by Agents on Conversations where Gladly AI did not assist.

% of Assisted Conversations

% of all Conversations that Gladly AI assisted (including Voice).

% of Handed-Off Conversations

% of all Conversations that Gladly AI handed off.

% of Automated Resolutions

% of all Conversations that Gladly AI automatically resolved.

Total Thread Duration

Total time between when the first Thread started and the last Thread ended.

Average Thread Duration

Average time between when the first Thread started and the last Thread ended.

Thread Duration

The duration of time since the first Thread started and, if it has ended, the end time.

No Response Auto-Closed Conversation

Conversations where Gladly AI started to assist the Customer and then auto-closed the Conversation after the Customer stopped responding. Gladly AI will wait for two hours after the Customer’s last reply before auto-closing a Conversation that the Customer has abandoned.

Count of No Response Auto-Closed Conversations

Count of Conversations Gladly AI started to assist the Customer and then auto-closed the Conversation after the Customer stopped responding. Gladly AI will wait for two hours after the Customer’s last reply before auto-closing a Conversation that the Customer has abandoned.

Count of Long-Waiting Conversations

The number of Conversations waiting longer than 24 hours and not auto-closed by Gladly.

Count of Waiting Conversations

The number of Conversations waiting longer than 24 hours and not auto-closed by Gladly.

Count of Unexpected Handoffs

The number of Conversations unexpectedly handed off by Gladly AI.

% of Unexpected Handoff Conversations

% of all Conversations unexpectedly handed off by Gladly AI.

Sidekick Conversation Channel

The Channel in which Gladly AI is operating.

Waiting Conversation (yes/no)

Whether the Conversation is waiting for a response from a Customer.

Long-Waiting Conversation (yes/no)

Whether the Conversation is waiting for a response from a Customer for longer than 24 hours.

Company Address

An organization’s sub-brand in Gladly AI. Typically based on the sub-brand’s website or mobile app domain.

All Thread Names

Contains the names of all Gladly AI Threads that were run during the course of the Conversation.

First Thread Name

An organization’s sub-brand in Gladly AI is typically based on the sub-brand’s website or mobile app domain.

Timestamp First Thread Started At

The time in which the first Thread started in this Conversation.

Last Thread Name

The name of the last Thread started in this Conversation.

Timestamp Last Thread Started At

The time in which the last Thread started in this Conversation.

Timestamp Sidekick Conversation Received At

The time in which Gladly AI first received the Conversation before it was assisted.

Conversation Classified (yes/no)

Whether the Conversation was classified by Gladly AI.

Conversation Thread Run (yes/no)

Whether a Thread has run in this Conversation.

Classification Topic Hierarchy

The full Classification Hierarchy for this conversation. eg “Returns > Return Shoes > Return Heeled Shoes.”  Note that this Classification applied by Gladly AI is different from the Topics applied when closing a typical Conversation in Gladly

Classification Topic Tier 1

The first tier of Gladly AI classification. For example, “Returns” in the “Returns > Return Shoes > Return Heeled Shoes” hierarchy.

Classification Topic Tier 2

The second tier of Gladly AI classification. For example, “Return Shoes” in the “Returns > Return Shoes > Return Heeled Shoes” hierarchy.

Classification Topic Tier 3

The third tier of Gladly AI classification. For example, “Return Heeled Shoes” in the “Returns > Return Shoes > Return Heeled Shoes” hierarchy.

% of Conversations in Classification Topic

Percentage of all conversations that Gladly AI classified in this topic.

Total Conversations in Classification Topic

The number of Conversations Gladly AI classified in this topic.

Insufficient Message Handoff (yes/no)

A “Yes” flag in this field indicates that this was a Conversation in which Gladly AI began assisting the Customer but then handed off to an Agent to Resolve the inquiry because the Conversation lacked sufficient information for Gladly AI to complete the steps specified in the Thread.

Count of Insufficient Message Handoffs

The count of Conversations in which Gladly AI began assisting the end-Customer but then handed off to an Agent to Resolve the inquiry because the Conversation lacked sufficient information for Gladly AI to complete the steps specified in the Thread. Note that this Conversation outcome only applies to Legacy Threads.

Sidekick Channel-Enabled Conversation

Gladly AI Channel-enabled Conversations are Addressable Conversations in Channels where your company has activated Gladly AI.

Sidekick Addressable Conversation

Whether this is a Conversation where Gladly AI could be enabled.

Count of Unassisted Conversations

Conversations where Gladly AI was able to classify the Conversation (to understand the Customer’s intent), but where no Threads exist.