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| ADD-ON FEATURE Contact Gladly Support or your CSM if you want to activate this feature. |
Use the Sidekick Dashboard to understand how your implementation is performing based on Assisted (Handed-off) Conversations and Resolutions. This information can help you understand where Sidekick is working well and where there are opportunities for improvement, such as adjusting the language in your Answers and building new Guides to address common Customer issues.
Before you start
We recommend you review the following before using any OOTB Dashboards.
Review Overview of OOTB Dashboards.
Get familiar with Time Anchors. Every report tile in the dashboard uses a specific time anchor to aggregate data, so you must understand how this concept is utilized.
Metrics noted on this page are also available through Insight Builder.
Core concepts
Review the foundational definitions below to understand better the metrics used in the dashboard:
Assisted (Handed-off) Conversations – The total number of Conversations where Sidekick started to help the Customer but then handed off to an Agent to resolve the Customer inquiry, either because it was following instructions in the configuration, or because it didn’t have enough information to Resolve the Customer inquiry on its own.
Resolutions – The total number of Conversations where Sidekick Resolved the Customer’s inquiry without directly handing off to an Agent.
Access the Sidekick Dashboard
Click
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on the top left corner of the screen.Click Reports.
Under the Sidekick category, click Sidekick Dashboard.
Set the dashboard filters.
Note – No additional filters are available aside from the ones available in each dashboard.
Click
on the top right corner of the dashboard to refresh dashboard data bounded by the filter. Note – After the initial dashboard load,
changes to
. If you change the filter, click refresh again to reload the dashboard.
Sidekick Dashboard tiles
The table below details each report tile available in the Sidekick Dashboard.
Tile Name | Metric Used | Time Anchor | Filters | Description | Comments | Also Available In |
|---|---|---|---|---|---|---|
Resolutions | Unique Conversations | Conversation Last Closed At | None | Assisted Conversations in which Sidekick completed the steps specified in the Thread without handing off to an Agent. This includes Conversations in which Sidekick started to assist the Customer and then auto-closed the Conversation after the Customer stopped responding. | Depending on your Gladly setup, Resolved Conversations can be reopened and subsequently handed off to an Agent within a configured time window (typically 24 hours). | Sidekick Assists by Classification Topic OOTB report Conversation Metrics Explore in Insight Builder |
Assisted (Handed-off) Conversations | Unique Conversations | Conversation Last Closed At | None | The total number of Conversations where Sidekick started to help the Customer and then handed off to an Agent to resolve the Customer inquiry. | Assisted Conversations is the unit of measurement for Sidekick billing. | Conversation Metrics Explore in Insight Builder |
Resolutions + Assists | Unique Conversations | Conversation Last Closed At | None | The count of Conversations where Sidekick did something meaningful to help the Customer. It is the sum of Assists (Hand-offs) and Resolutions. | Conversation Metrics Explore in Insight Builder | |
Resolution Rate | Unique Conversations | Conversation Last Closed At | None | Calculated as Resolutions/ Resolutions + Assisted (Handed-off) Conversations. | Note that other Sidekick performance reports may calculate the Resolution Rate using a different denominator. | |
Assisted (Handed-off) and Resolved Conversations – over time | Unique Conversations | Conversation Last Closed At | None | Shows the daily count of Conversations that Sidekick Assisted (Handed off) and Resolved. | Assisted Conversations is the unit of measurement for Sidekick billing. | Conversation Metrics Explore in Insight Builder |
Resolution Rate - over time | % Resolved Conversations | Conversation Last Closed At | None | Calculated as Resolutions/ Resolutions + Assisted (Handed-off) Conversations. | Note that other Sidekick performance reports may calculate the Resolution Rate using a different denominator. | |
Conversations by Sidekick Channel | Unique Conversations | Conversation Last Closed At | None | This chart shows the absolute number of Conversations that Sidekick Assisted (Handed off) and Resolved, broken down by Channel. | The Channel information is based on the “Sidekick Channel” field. For Conversations that spanned multiple channels, we count the first Channel where Sidekick did work on behalf of the Customer. | Conversation Metrics Explore in Insight Builder |
Top Contact Reasons | Unique Conversations | Conversation Last Closed At | None | This tile shows the top contact reasons (based on Guide Name), or Thread Name, if a Sidekick v1 legacy structured workflow was used. | Use drill-down fields by clicking the count on the table to link to the Conversations in Gladly. From there, you can read individual Conversations to understand better how Sidekick is performing. | Conversation Metrics Explore in Insight Builder |
Use drill-down fields for additional context
Use drill-down fields in the Top Contact Reasons tiles to view related Conversations to review successes or make adjustments to specific Guides where there are opportunities for improvement.
Sample Sidekick Dashboard use cases
Gain perspective on how to use the Sidekick Dashboard to drive action. Let’s look at several examples using the report tiles below.
Top Contact Reasons
The Top Contact Reasons table shows why Customers are contacting in, based on either the name of the Guide or the Thread that was used (if the Conversation used a Sidekick Legacy structured workflow, or “Thread”). You can use this table to understand why end Customers are contacting your organization and how Sidekick handles those conversations. In the example below, you could use the table to identify Contact Reasons such as Replacing an Item where you would expect Sidekick to be resolving a larger proportion of Conversations as opposed to handing them off to Agents. You could then click through the table using the drill fields to read examples of specific Conversations and diagnose opportunities to improve the underlying Guides, or the Answers that are the basis for those Guides.
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on the top-left corner, then click Contact Gladly Support. Gladly Support's primary operating hours are Monday through Friday, 6 AM to 6 PM Pacific Time, but you can submit a request anytime.