Table of Contents
The Summary Liveboard gives you a high-level snapshot of your contact center’s current performance.
How to access the Summary Liveboards #
- Click
on the top left corner of the screen. - Click Liveboards, and you’ll be taken to the Summary Liveboard.
on the top left corner of the screen.Once you are in the Summary Liveboard, note that it tracks four key areas in your contact center:
- Conversation Trends Today – The total number of Conversations created and closed today.
- Capacity – The total number of Agents logged into Gladly, what Channels they’re Available and currently working on, and if they’re Away.
- Conversations – The total number of New, Open, and Waiting Conversations.
- Channel Statistics – A Channel-by-Channel breakdown of the number of Conversations handled over the past 24 hours, average wait and handle times, and the percentage of Conversations on that Channel resolved within their SLA.
How to filter the Summary Liveboards #
You can filter the Summary Liveboard by Inbox to get a more granular view of how each Inbox performs. Select multiple Inboxes simultaneously to see a compiled view of what’s going on in those Inboxes.
To filter Summary Liveboard by Inbox:
- Click on the Inbox Filter on the top right of the Summary Liveboards.
- 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.
- Once selected, the Inbox will appear at the top of the dropdown list as a ‘Selected Inbox.’
- You can add as many Inboxes as you like. Just continue searching and selecting until you’re happy.
- To unselect an Inbox, click on that selected Inbox, and it should be removed from the Selected Inbox list.
- Once you’re done selecting your Inbox(es), click outside the Inbox filter to save.
Tip – Bookmark Liveboard to save Inbox filters
Do you often filter Liveboards to view the performance of specific Inboxes? Once you have set the Inbox filters, you can bookmark the URL to save the filters. Opening Liveboards via the bookmark will retain the filters.
Conversation Trends Today #
Once you are in the Summary Liveboard, note that it tracks four key areas in your contact center:
- Conversation Trends Today – Total number of Conversations created and closed today.
- Capacity – Total number of Agents logged into Gladly, what Channels they’re available and currently working on, and if they’re Away.
- Conversations – Total number of New, Open, and Waiting Conversations.
- Channel Statistics – Channel-by-Channel breakdown of the number of Conversations being handled over the Channel over the past 24 hours, average wait and handle times, and the percentage of Conversations on that Channel resolved within their SLA.
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 spikes and dips in Conversation volume.
Tip – Viewing more information
Click Total Created or Total Closed to view all the Conversations that make up those statistics.
Capacity #
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 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 for Voice, EEmail, Task, Voicemail, or Messaging.
- Occupied – Number of Agents set as Available on a Channel who is actively working with Customers in Voice, EEmail, Task, Voicemail, or Messaging. Agents on Focus mode count as Occupied.
- Working – Total number of Available and Occupied Agents. Agents on Focus mode count as Working.
- 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 handle at any given time) across all the Agents Available for Messaging Channels in Gladly. Excludes Agents in Focus mode.
Conversations #
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 waiting for a Customer response.
Tip – Viewing more information
Click on Total, New, Open, or Waiting to view all the Conversations that make up those statistics.
Reviewing Channel level statistics #
You can also get a Channel-level breakdown of what’s happening in your contact center in Liveboards.
Voice #
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 wait 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.
- SLA Achievement Today – Total number of calls within SLA. This excludes calls that were forwarded or left a voicemail.
Tip – Viewing more information
Click Current Wait Time to be taken to the Conversation that’s been unanswered for the longest time.
Email #
What it tracks:
- New Emails – Total number of new emails currently not assigned to an Agent.
- Open Emails – Total number of open emails an Agent is actively working on.
- Outgoing Emails Today – Total number of outgoing emails today.
- Oldest Unanswered Email – How long the most outstanding (unfulfilled) email has been left unanswered.
- Avg. Wait Time Today –Average time Customers waited to hear back from an Agent today.
- Exceeding SLA – Total number of emails answered today and in queue that have or currently exceeding SLA.
- SLA Achievement – Total number of emails within SLA.
Tip – Viewing more information
Click on Oldest Unanswered Email to be taken to the Email Conversation currently experiencing the longest wait time.
SMS #
What it tracks:
- New SMS – Total number of new SMSes currently not assigned to an Agent.
- Active SMS – Total number of active SMSes that an Agent is currently engaged with.
- Outgoing SMSes Today – Total number of outgoing SMSes today.
- Oldest Unanswered SMS – How long the most outstanding (unfulfilled) SMS has been left unanswered.
- Avg. Wait Time Today –Average time Customers waited to hear back from an Agent today.
- Exceeding SLA – Total number of SMSes answered today and in queue that have or currently exceeding SLA.
- SLA Achievement – Total number of SMSes within SLA. SLAs are fulfilled when an Agent “Accepts” the Conversation and replies to the Messaging session, not each SMS within the Conversation.
Tip – Viewing more information
Click on Oldest Unanswered SMS to be taken to the SMS Conversation currently experiencing the longest wait time.
Facebook Messenger #
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 Agents are currently engaged with.
- Outgoing FB Messages Today – Total number of outgoing Facebook Messages today.
- Oldest Unanswered FB Message –How long the most outstanding (unfulfilled) Facebook Messages has been left unanswered.
- Avg. Wait Time Today –Average time Customers waited to hear back from an Agent today.
- Exceeding SLA – Total number of Facebook Messages answered today and in queue that have or currently exceeding SLA.
- SLA Achievement – Total number of Facebook Messages within SLA. SLAs are fulfilled when an Agent “Accepts” the Conversation and applies the Messaging session, not for each message within the FB Conversation.
Tip – Viewing more information
Click on Oldest Unanswered FB Message to be taken to the FB Message Conversation currently experiencing the longest wait time.
Chat #
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).
- Oldest Unanswered Chat – How long the most outstanding (unfulfilled) Chat message has been left unanswered.
- Avg. Wait Time Today –Average time Customers waited to hear back from an Agent today.
- SLA Achievement – Total number of Chats that have or are currently exceeding SLA today.
Tip – Viewing more information
Click on Current Wait Time to be taken to the Chat Conversation currently experiencing the longest wait time.
Instagram Direct Messages #
What it tracks:
- New Instagram Direct Message – Total number of new Instagram Messages currently not assigned to an Agent.
- Active Instagram Direct Messages – Total number of active Instagram Messages that Agents are currently engaged with.
- Outgoing Instagram Direct Messages –Total number of outgoing Instagram Messages today.
- Oldest Unanswered Instagram Direct Message – How long the most outstanding (unfulfilled) Instagram Message has been left unanswered.
- Avg. Wait Time Today – Average time Customers waited to hear back from an Agent today.
- SLA Achievement – Total number of Instagram Messages that have or are currently exceeding SLA today.
