Background
Gladly has a variety of different APIs to get advanced workforce and Customer journey data.
You can get this data:
Via the UI - for ad-hoc analysis. A limited subset of metrics may be available for download via the UI
Via the API - for advanced integrations (e.g.: a WFM vendor)
Goals
Understand and integrate with tooling for advanced data integrations, as needed.
Estimated Effort
1 - 2 hours to familiarize basic reports.
Step-by-Step Tutorial & Best Practices
If you need more specific guidance on data integrations, please contact your implementations team if not included in the SOW.
In general, best practices are:
Use the Data Export API to power information about the Customer journey, but not for WFM purposes.
Use the WFM API for pre-calculated metrics on handle time and historical performance.
Use the Events API for real-time adherence metrics (e.g.: Away time, login time, logout time).
Use the Reports API for other ad-hoc pre-calculated metrics that the WFM API may not give you (e.g. FCR).