Staying Up to Speed with Liveboards
  • 12 Nov 2022
  • 12 Minutes To Read
  • PDF

Staying Up to Speed with Liveboards

  • PDF

Liveboards provide live updates on how your contact center is performing, what your Agents are doing, and the trending Topics your Customers are reaching out about. Liveboards are refreshed with the latest data every 30 seconds.

With Liveboards, you have the information you need to react fast when you need to. Maybe there’s a sudden spike in incoming phone calls. Well, let’s move more Agents to take on calls so hold times come down and Customers are happier.

There are three main types of Liveboards in Gladly: Summary, Agent, and Topic.

The Summary Liveboard

The Summary Liveboard gives you a high-level snapshot of how your contact center is performing as a whole right now.

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Getting to the Summary Liveboard

To get to the Summary Liveboard:

  1. Click the menu icon on the top left corner of the screen.
  2. From the list of options, click Liveboards, and you’ll be taken to the Summary Liveboard.

Anatomy of a Summary Liveboard

The Summary Liveboard tracks four key areas in your contact center.

  1. Conversation Trends Today – The total number of Conversations created and closed today.
  2. Capacity – The total number of Agents logged into Gladly, what Channels they’re Available and currently working on, and if they’re Away.
  3. Conversations – The total number of New, Open, and Waiting Conversations.
  4. Channel Statistics – A Channel-by-Channel breakdown of the number of Conversations being handled over the Channel since midnight (org or local time) on any given day, average wait and handle times, and the percentage of Conversations on that Channel resolved within their SLA.

Conversation Trends Today

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What it tracks

  • Total Created – Total number of Conversations created over the past 24 hours
  • Total Closed – Total number of Conversations closed over the past 24 hours
  • Graph – Breakdown by time of day showing when there were spikes and dips in Conversation volume

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Agent Stats

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What it tracks

  • Total agents online – Total number of Agents logged into Gladly (this includes Agents who are Away).
  • Agents working – Total number of Agents that are logged in, have set Channel preferences, and are not explicitly “Away”
  • Agents away – Total number of Agents set as Away in Gladly.
  • Available – Total number of Agents who have made themselves Available on a given Channel and are not at capacity.
  • Occupied – Number of Agents set as Available on a Channel, who have at least 1 Customer using a messaging Channel assigned to them.
  • Working – Total number of ‘Available’ and ‘Occupied’ Agents.
  • Free Messaging Capacity – Total number of Messaging sessions under the capacity threshold (i.e. the minimum number of Chat, SMS, or Facebook sessions an Agent should be handling at any given time) across all the Agents Available for Messaging Channels in Gladly.

Conversations

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What it tracks

  • Total – All-time total number of ongoing Conversations in Gladly (i.e. not Closed).
  • New Conversations – All-time total number of Conversations in Gladly inboxes that have not been assigned to an Agent.
  • Open Conversations – All-time total number of Conversations in Gladly inboxes that are actively being worked.
  • Waiting Conversations – All-time total number of Conversations in Gladly inboxes that are waiting for a Customer response.

Channel-Level Statistics

You can also get a Channel-level breakdown of what’s going on in your contact center in Liveboards.

Phone

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What it tracks

  • New Calls – Total number of new calls currently not assigned to an Agent.
  • Active Calls Total number of active calls that an Agent is currently engaged with.
  • Completed Calls Today  Total number of calls completed today.
  • Outgoing Calls Today Total number of outgoing calls today.
  • Current Wait Current longest wait time for phone Customer waiting to talk to an Agent.
  • Avg. Wait Time Today Average time Customers spent waiting to speak to an Agent.
  • Exceeding SLA Total number of calls that have or currently exceeding SLA today. This includes Abandoned calls and excludes calls that were forwarded or left a voicemail.
  • Within SLA*  Total number of calls within SLA. This excludes calls that were forwarded or left a voicemail.

Email

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What it tracks

  • New Emails  Total number of new emails currently not assigned to an Agent.
  • Open Emails Total number of open emails that an Agent is actively working on.
  • Outgoing Emails Today Total number of outgoing emails today.
  • Oldest Unanswered Email  How long the most outstanding email has been left unanswered for.
  • Avg. Wait Time Today – Average time Customers spent waiting to hear back from an Agent.
  • Exceeding SLA Total number of emails that have or currently exceeding SLA today.
  • Within SLA* Total number of emails within SLA.

SMS

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What it tracks

  • New SMS  Total number of new SMSs currently not assigned to an Agent.
  • Active SMS Total number of active SMSs that an Agent is currently engaged with.
  • Outgoing SMSs Today Total number of outgoing SMSs today.
  • Oldest Unanswered SMS How long the most outstanding SMS has been left unanswered for.
  • Avg. Wait Time Today – Average time Customers spent waiting to hear back from an Agent.
  • Exceeding SLA Total number of SMSs that have or currently exceeding SLA today.
  • Within SLA* Total number of SMSs within SLA. SLAs are fulfilled when an Agent “Accepts” the Conversation and applies to the messaging session, not each individual SMS within the Conversation.

Facebook

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What it tracks:

  • New FB Messages Total number of new Facebook Messages currently not assigned to an Agent.
  • Active FB Messages Total number of active Facebook Messages that an Agent is currently engaged with.
  • Outgoing FB Messages Today Total number of outgoing Facebook Messages today.
  • Oldest Unanswered FB Message  How long the most outstanding Facebook Messages has been left unanswered for.
  • Avg. Wait Time Today – Average time Customers spent waiting to hear back from an Agent.
  • Exceeding SLA Total number of Facebook Messages that have or currently exceeding SLA today.
  • Within SLA* Total number of Facebook Messages within SLA. SLAs are fulfilled when an Agent “Accepts” the Conversation and applies the messaging session, not for each individual message within the FB Conversation).

Chat

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What it tracks

  • New Chats  Total number of new Chats currently not assigned to an Agent.
  • Active Chats  Total number of active Chats that an Agent is currently engaged with.
  • Total Chats Today Total number of Chats today fulfilled with a response (Conversation might still be open but SLA is satisfied with a response).
  • Current Wait  How long the most outstanding Chat message has been left unanswered for.
  • Avg. Wait Time Today Average time Customers spent waiting to hear back from an Agent.
  • Exceeding SLA  Total number of Chats that have or are currently exceeding SLA today.
    • Includes chats responded to and unanswered chats.
    • Chats answered may increase SLA which may cause Exceeding SLA and Total Chats Today values to not match.
  • Within SLA* Total number of chats within SLA. SLAs are fulfilled when an Agent “Accepts” the Conversation and applies to the messaging session, not each individual chats within the Conversation.

Filtering the Summary Liveboard

You can also filter the Summary Liveboard by Inbox, to get a more granular view of how each individual inbox is performing. Select multiple inboxes at the same time to see a compiled view of what’s going on in those Inboxes.

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To filter Summary Liveboard by Inbox :

  1. Click the Inbox Filter on the top right of the Summary 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.
Note - Inbox and Team filter limit
You can filter by up to 40 Inboxes and Teams for Summary, Agents, and Topics Liveboards.

The Agents Liveboard

The Agents Liveboard lets you see which Agents are actively helping a Customer, what Channel they are currently working on, and who’s Away.

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Getting to the Agents Liveboard

To get to the Agents Liveboard

  1. Click the menu icon located in the top left corner of your screen.
  2. From the list of options, select Liveboards, and you’ll be taken to the Summary Liveboard.
  3. Click the Agents tab, located on the top left of the Liveboard.

Anatomy of an Agents Liveboard

What it tracks

  • Working Agents Every individual Agent currently logged in and is neither idle nor away.
  • Away Agents Every individual Agent currently Away or idle in Gladly.

Working

Agents are considered Working if they’re helping with a Customer, or otherwise using Gladly. The Agents Liveboard not only lets you see the individual Agents currently working on Gladly, but also the Channel or page that they’re currently on.

  • Availability  The Channel(s) that each Agent has made themselves available on. When the icon is outlined in black, that means they’re available to have Customers routed to them on that Channel(s); when the icon is gray, that means they’re not available on that Channel(s).
  • Channel See the Channel the Agent is currently helping a Customer on, or the page in Gladly that they’re on.

Away

You can also track the Agents who are Away from Gladly (i.e. not being routed Customers). Agents can either manually set themselves as Away, or they can also be automatically set as Away if they’ve been inactive for a set amount of time (this is configurable per organization).

Sort Agents Liveboard

Sometimes you might want to see (at a glance) what Channels your Agents are helping Customers on. Or maybe what a particular Agent is up to.

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To help you sift through the long list of Agents working in your contact center at any one time, Gladly lets you sort the Agents Liveboard according to:

  • A to Z Agents will be sorted in ascending order according to their first name.
  • Z to A – Agents will be sorted in descending order according to their first name.

Channel: Group Agents according to the Channel or page they’re currently on in Gladly

To sort the Agents Liveboard 

  1. Click the dropdown list next to the words Sorted By on the ‘Working Agents’ section of the Liveboard.
  2. Choose how you want to sort the Agents from the dropdown list.

Filtering the Agents Liveboard

You can also filter the Agents Liveboard to get a more granular view of what your Agents are doing. Filter by either Teams, Inbox, or both. Select multiple teams or inboxes at the same time to see a compiled view of what’s going on in those respective groups.

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To filter Agents Liveboard

  1. Click the Team or Inbox Filter on the top right of the Agents Liveboard.
  2. From the dropdown list, select the options you want to view. Alternatively, start typing out the name of the Team or Inbox to help narrow down the list.
  3. Once selected, it will move to the top section of the dropdown list as a ‘Selected Team/Inbox’.
  4. You can add as many Teams or Inboxes as you like, just continue searching and selecting until you’re happy.
  5. To unselect, just click on the selection and it should be removed from the Selected list.
  6. Once you’re done selecting, simply click outside of the filter to save.
Note - Inbox and Team filter limit
You can filter by up to 40 Inboxes and Teams for Summary, Agents, and Topics Liveboards.

The Topics Liveboard

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.

To get to the Topics Liveboard

  1. Click the menu icon on the top left corner of the screen.
  2. From the list of options, click Liveboards, and you’ll be taken to the Summary Liveboard
  3. Click the Topics tab, located on the top left of the Liveboard.

Anatomy of a Topics Liveboard

What it tracks

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  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.

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To filter Topics Liveboard by Inbox 

  1. Click on the Inbox Filter in 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.
Note - Inbox and Team filter limit
You can filter by up to 40 Inboxes and Teams for Summary, Agents, and Topics Liveboards.

Switching Between Time Zones on Liveboards

You can set your Liveboards to display in either your Organization Time (i.e. the default time zone set by your company) or Local Time (i.e. the time zone that you’re currently in).

Say, for example, your company is based in Boston (i.e. in the Eastern Time Zone), but you’re based in San Francisco (i.e in the Pacific Time Zone). You’ll have the choice between viewing your Liveboards in ‘Organization Time’ (which would be Boston, Eastern Time) or ‘Local Time’ (which would be San Francisco, Pacific Time).

That way, you can avoid some of the usual mental arithmetic involved when working across time zones.

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By default, your Liveboards will always display first in Organization Time.

To toggle between time zones

  1. Click the time zone filter on the top right of the Liveboards.
  2. From the dropdown list, select between Organization Time or Local Time.
  3. Enjoy the view of your Liveboards, now in the time zone of your choice.




  • *SLA achievement does not look back at a specific amount of time. It looks at all communication sessions per Channel that have an SLA due date.

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