February Releases
  • 03 Mar 2021
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February Releases

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23 February 2021

What's Shipped

New Report - Agent Summary

In Production this week, the Agent Summary report can help you understand how Agents spend their time while working in Gladly. For example, you can learn the average number of Contacts worked on by Agents per day. You can even identify high-performing Agents and find ways to improve training and coaching. Review the help doc to get the most out of this report. This report contains a lot of data so it may take slightly longer to load than other reports. The wait is worth it!


IVR Schedule Node 'Past Date' Tag

The Schedule node is often updated to reflect your holiday or business hours. If an existing schedule uses the 'Date' type and is set in the past (i.e., different year), a Past Date tag will appear next to the schedule to tell you that you are setting a date in the past.


Don't Miss Out

SPOTLIGHT FEATURE

Get Back to Customers Faster with Answers Suggestions 

Answers Suggestions for emails take the legwork out of searching for Answers to common customer questions. Instead of making agents search for an Answer each time, Gladly leverages machine learning to suggest an Answer to agents based on which Answers were used to answer similar questions in the past. No psychic powers necessary,  just pure AI. Learn more about Answers Suggestions in our Help Docs.


REVIEWS

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We'd love to hear from you. Please share your insights about Gladly on G2 Crowd.

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16 February 2021

What's Shipped

Node Error Indicators

Any IVR node with an error will now appear with a red icon in the nodes list. You can also filter the list to show all nodes with an error.


Active Composition Window

Previously, having the Composition Screen open (e.g., while writing an email) and a new inbound Contact (e.g., a new SMS) comes in, the Composition Screen is automatically switched to the new inbound Contact's Composition Screen. From now on, we won't automatically change the Composition Screen. Agents can switch to the new request using the bottom bar.


New 'Sidekick Type' Name

For consistency, we renamed Chat as a Sidekick Type option to No Self Service. The function remains the name where Customers can chat with an Agent without first interacting with Quick Actions.


Add Image to Customer API

Customer lookup has always been able to modify the Customer Profile's image field for the Customer's avatar. We've updated the Customer Profile APIs to support this as well. This change affects our APIs to create, update, and get Customer Profiles.


What's Coming

New Report - Agent Summary

Available in Sandbox this week, the Agent Summary report can help you understand how Agents spend their time while working in Gladly. For example, you can learn the average number of Contacts worked on by Agents per day. You can even identify high-performing Agents and find ways to improve training and coaching. Review the help doc to get the most out of this report.


Don't Miss Out

SPOTLIGHT FEATURE

Get More Support, More Speed, & More Personal 

What if you could save your agents from the multitude of customers asking about their order status? Our latest partnership with Thankful allows you to do just that and more. With the help of their AI bot solution, you're able to help your customers get quick answers to common questions over messaging and email channels while freeing up your agents to focus on providing a more personalized experience to high-value customer inquiries. To learn more about our integration with Thankful, take a look at our latest blog.


REVIEWS

You're in good company

We'd love to hear from you. Please share your insights about Gladly on G2 Crowd.

Please leave us a review on G2 Crowd Here




9 February 2021

What's Shipped

New Payment and Proactive Voice Reports

3 new reports are coming your way this week for Payments and Proactive Voice.

Proactive Voice

Payments

  • Payments Summary - Report on aggregated value of chat payments requested from Customers.
  • Payments by Agent - Report on aggregated value of chat payments requested from Customers by Agents.


See Who Last Published an IVR Update

We took the guesswork out of finding who last published an IVR update by adding a Changed by column on the IVR page. The name that appears here is the person who last clicked "Publish" to save an update.


Recent Viewed Customers Update

Previously, logging out of Gladly cleared your Recently Viewed Customers list. With this update, logging out will no longer clear your list, reducing the effort needed to find recently viewed Customer Profiles.


Configure Tighter SLAs with Decimal Minutes

Use decimal minutes to create tighter, down-to-the-second Inbox or Channel SLAs. For instance, 1.5 minutes would equal 90 seconds.


Maximum Capacity Reached Notification

Agents requesting new work by clicking the Next button will now see a message if they've reached the maximum number of messaging Contacts they can have open at any given time.


New Answers Language

We added Dutch-Belgium (aka Flemish) as a new language you can use for your Answers knowledge base and Keyword Groups.


Resolved Issues

Clicking Popover Menus - Previously, some popover menus could only be selected by clicking on the text. With this fix, you can click anywhere on the highlighted area.


Don't Miss Out

SPOTLIGHT FEATURE

Streamline Collaboration with Gladly Tasks 

Working together is better! With Tasks, it's easy for your heroes to collaborate with others all within Gladly. Whether it's the warehouse team or someone at an in-store location, creating Tasks strengthens your heroes' ability to collaborate and quickly solve customer issues. You can also use Tasks to set friendly reminders like to send your favorite customer a happy birthday text, ensuring you are always delivering radically personal customer service. To learn more about Tasks, visit our Help Docs.


REVIEWS

You're in good company

We'd love to hear from you. Please share your insights about Gladly on G2 Crowd.

Please leave us a review on G2 Crowd Here




2 February 2021

What's Shipped

IVR Node 'Description' Field

We added a Description field in every node to allow you to write a short description of how a node is used for easy identification. This is especially useful for large IVRs.


IVR 'Error' Filter

IVR updates cannot be published if there is an error on any node, but at the same time, it can be tedious finding nodes with errors, especially for large IVRs. With the addition of the new nodes filter, you can use the Errors filter to sort nodes with errors to correct the issue quickly.


Conversation Topics List Optimization

We improved how Conversation Topics load, even if you have hundreds of active Topics, so it doesn't affect the performance and loading times of a Conversation.


Resolved Issues

Restore 'in-reply-to' Header for Emails - We fixed an issue where outgoing emails were missing the in-reply-to header, which may have affected how emails are threaded in the Customer's email client.


Don't Miss Out

SPOTLIGHT FEATURE

Better Agent Insights with Agent Status  

Get a deeper understanding of how your agents spend their day with the new Agent Status. With the flexibility to create custom statuses, plus Liveboards and Agent Duration Reports, which provide real-time and historical data on agent activity, it's easier than ever to keep a finger on the pulse of your contact center. Read more about Agent Status in the Help Docs.


REVIEWS

You're in good company

We'd love to hear from you - please share your insights on Gladly.

Please leave us a review on G2 Crowd Here


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