April 25, 2023 #
What’s Shipped #
Features and updates released to Production
Channel Deprecation
As of April 20, 2023, has deprecated Gladly’s Enterprise API access due to its cost-prohibitive nature. Gladly will decommission access to the Channel this week, but historical Conversation data will remain accessible in the Conversation Timeline and in reports. Gladly may restore as a Channel if new API access tiers are developed in the future.
What’s Coming #
Features and updates coming soon or available in Sandbox
Answers Search API Update
The Answers Search API endpoint has been renamed from /api/v1/orgs/{orgId}/answers/searchto /api/v1/orgs/{orgId}/answers-search. This applies if you use the Answers API to power a custom knowledge base, not the Gladly Help Center. The old endpoint — answers/search — will continue to work until October 23, 2023, but we encourage you to switch to answers-search immediately to avoid issues.
Business Hours SLA
The Business Hours SLA feature is currently slated for release during the week of May 15! This new setting will allow you to specify your contact center’s primary operating hours and will be used to report your SLA and Wait Time performance during the specified operating hours.
Resolved Issues #
Issues and bugs we squashed
Unable to Edit or Create an IVR – A bug in the Schedule node that incorrectly displayed errors and prevented the creation or editing of an IVR has been fixed.
Unable to Select Previous Tab in Admin Settings – We fixed an issue that prevented users from returning to a previous tab on the Settings page.
Don’t Miss Out #
Events, notices, and Gladly news you should know about
CONNECT LEARNING
Business Hours SLA Customer Webinar (Updated Webinar Date)
Business Hours SLA is coming! Register and learn about the benefits of configuring this new setting and the reports you can use to measure contact center performance based on your business hours.
Please note that we are rescheduling the webinar from April 27 to May 17 to better align with the feature’s release date, currently slated for the week of May 15. You’ll receive a date change notification if you already registered, and simply add the new date to your calendar. See you there!
EVENT
Gladly Connect Live 2023: Strike a chord with customers
Are you a:
- A CX leader who manages or supervises a team?
- An ambitious CX agent who is looking for career growth?
- A curious person who wants to compare notes or simply learn from other CX professionals?
Then Gladly Connect Live in New Orleans on May 9-10, 2023, is the year’s ultimate CX event you can’t miss! Join virtually and prepare for exciting panels with industry experts and leaders from the world’s most-loved brands, exclusive Gladly product roadmap updates, and more. Grab your front-and-center seat to explore how Gladly is revolutionizing customer service.
REVIEWS
You’re in good company
We’d love to hear from you! Please share your insights on Gladly and leave us a review on G2 Crowd.
April 18, 2023 #
What’s Shipped #
Features and updates released to Production
Sunsetting 15 Reports
Gladly will sunset 15 reports this week, which are currently found in the Sunsetting category on the Reports page. These reports will only remain available until April 19, 2023, so we highly recommend switching to alternate reports before the sunset date.
| Report Name | Alternate Report |
| Agent Available Time | Agent Summary – Agent Name – Available Time in Second – Any – Available Time by Channel |
| Active Conversation Handle Time by Agent | Agent Summary |
| Average Conversation Contacts | Conversation Summary and Conversation Export Conversation Summary – Conversations Closed – Avg Count of Contacts Conversation Export – Count of Contacts – Times Closed |
| Conversation Closed Time | Conversation Export and Conversation Summary Conversation Export – Times Closed Conversation Summary – Conversations Closed – Avg Created-to-First Closed Time – Avg Created-to-Last Closed Time |
| Conversation Close Time by Agent | Conversation Export – Agent Name – Agent ID – Created to First Closed Time – Created to Last Closed Time – Conversation Handle Time |
| Conversation Close Time by Agent by Channel | Conversation Export – Agent Name – Agent ID – First Channel – Second Channel – Third Channel – Last Channel – Avg Created to First Closed Time – Avg Created to Last Closed Time – Avg Conversation Handle Time |
| Conversation Close Time by Channel | Conversation Export – First Channel – Second Channel – Third Channel – Last Channel – Avg Created to First Closed Time – Avg related to Last Closed Time – Avg Conversation Handle Time |
| Contact Data Export (Beta) | Contact Export and Contact Summary Contact Export – Queued At – Contact Initiator – Agent When Ended – Conversation ID – Customer ID – Inbox when Ended – Inbox when First Queued – Fulfilled At – Ended At – Seconds within (-) or over (+) SLA – SLA Target Contact Summary – Contact Fulfilled Before SLA – Contacts Fulfilled After SLA – Contacts Accepted Before SLA |
| Customers Helped | Agent Summary – Name – Contact Accepted – Contact Fulfilled – Contact Fulfilled by Response – Unique Customers with Contact Fulfilled – Contacts with Contact Handle Time – Contact with After Contact Time |
| Customers Helped by Agent | Agent Summary – Name – Contact Accepted – Contact Fulfilled – Contact Fulfilled by Response – Unique Customers with Contact Fulfilled – Contacts with Contact Handle Time – Contact with After Contact Time |
| Customer Wait Time by Channel | Contact Export, Contact Summary and Contact Summary Durations Contact Export (Can aggregate and average): – Channel – Queued to Fulfilled Time Contact Summary and Contact Summary Durations – Avg Queued to Fulfilled Time |
| Conversation Reassignments Sent by Agent | Conversation Export – Count of Agents Assigned |
| Conversation Reassignments Received by Agent | Conversation Export – Count of Agents Assigned – Times Agent Unassigned by Rule |
| Conversation Reassignments | Conversation Export – Count of Agents Assigned – Times Agent Unassigned by Rule |
| Costly Conversations | Conversation Summary Report – Average Conversation handle Time |
What’s Coming #
Features and updates coming soon or available in Sandbox
Business Hours SLA
The Business Hours SLA feature is coming soon! With this new setting, you will be able to specify your contact center’s primary operating hours. This information will be used to report your SLA and Wait Time performance during these specified operating hours. Stay tuned!
Don’t Miss Out #
Events, notices, and Gladly news you should know about
CONNECT LEARNING
Business Hours SLA Customer Webinar
We have some exciting news to share: Business Hours SLA is coming! Yes, you read that right! Join us on April 27, 10 AM PT | 1 PM, to learn about the benefits of configuring this new setting and the reports you can use to measure contact center performance based on your business hours.
EVENT
Gladly Connect Live 2023: Strike a chord with customers
Are you a:
- A CX leader who manages or supervises a team?
- An ambitious CX agent who is looking for career growth?
- A curious person who wants to compare notes or simply learn from other CX professionals?
Then Gladly Connect Live in New Orleans on May 9-10, 2023, is the year’s ultimate CX event you can’t miss! Join virtually (if you can’t make it in person)and prepare for exciting panels with industry experts and leaders from the world’s most-loved brands, exclusive Gladly product roadmap updates, and more. Grab your front-and-center seat to explore how Gladly is revolutionizing customer service.
REVIEWS
You’re in good company
We’d love to hear from you! Please share your insights on Gladly and leave us a review on G2 Crowd.
April 11, 2023 #
What’s Shipped #
Features and updates released to Production
New Settings Category Called ‘Insights’
The new Insights category on the Gladly Settings page is intended to contain features and settings related to reports in Gladly. Initially, we will move the Scheduled Reports setting, which is currently under Orchestration to this new category.
What’s Coming #
Features and updates coming soon or available in Sandbox
Sunsetting 15 Reports
Gladly plans to complete the process of sunsetting 15 reports that are currently found in the Sunsetting category on the Reports page. These reports will remain available until April 19, 2023. We highly recommend switching to alternate reports before the sunset date.
| Report Name | Alternate Report |
| Agent Available Time | Agent Summary – Agent Name – Available Time in Second – Any – Available Time by Channel |
| Active Conversation Handle Time by Agent | Agent Summary |
| Average Conversation Contacts | Conversation Summary and Conversation Export Conversation Summary – Conversations Closed – Avg Count of Contacts Conversation Export – Count of Contacts – Times Closed |
| Conversation Closed Time | Conversation Export and Conversation Summary Conversation Export – Times Closed Conversation Summary – Conversations Closed – Avg Created-to-First Closed Time – Avg Created-to-Last Closed Time |
| Conversation Close Time by Agent | Conversation Export – Agent Name – Agent ID – Created to First Closed Time – Created to Last Closed Time – Conversation Handle Time |
| Conversation Close Time by Agent by Channel | Conversation Export – Agent Name – Agent ID – First Channel – Second Channel – Third Channel – Last Channel – Avg Created to First Closed Time – Avg Created to Last Closed Time – Avg Conversation Handle Time |
| Conversation Close Time by Channel | Conversation Export – First Channel – Second Channel – Third Channel – Last Channel – Avg Created to First Closed Time – Avg related to Last Closed Time – Avg Conversation Handle Time |
| Contact Data Export (Beta) | Contact Export and Contact Summary Contact Export – Queued At – Contact Initiator – Agent When Ended – Conversation ID – Customer ID – Inbox when Ended – Inbox when First Queued – Fulfilled At – Ended At – Seconds within (-) or over (+) SLA – SLA Target Contact Summary – Contact Fulfilled Before SLA – Contacts Fulfilled After SLA – Contacts Accepted Before SLA |
| Customers Helped | Agent Summary – Name – Contact Accepted – Contact Fulfilled – Contact Fulfilled by Response – Unique Customers with Contact Fulfilled – Contacts with Contact Handle Time – Contact with After Contact Time |
| Customers Helped by Agent | Agent Summary – Name – Contact Accepted – Contact Fulfilled – Contact Fulfilled by Response – Unique Customers with Contact Fulfilled – Contacts with Contact Handle Time – Contact with After Contact Time |
| Customer Wait Time by Channel | Contact Export, Contact Summary and Contact Summary Durations Contact Export (Can aggregate and average): – Channel – Queued to Fulfilled Time Contact Summary and Contact Summary Durations – Avg Queued to Fulfilled Time |
| Conversation Reassignments Sent by Agent | Conversation Export – Count of Agents Assigned |
| Conversation Reassignments Received by Agent | Conversation Export – Count of Agents Assigned – Times Agent Unassigned by Rule |
| Conversation Reassignments | Conversation Export – Count of Agents Assigned – Times Agent Unassigned by Rule |
| Costly Conversations | Conversation Summary Report – Average Conversation handle Time |
Resolved Issues #
Issues and bugs we squashed
Display Prices With/Without Tax in BigCommerce – Prices that appear from BigCommerce in the Customer Profile didn’t consider taxes and other fees properly. Going forward, the order totals displayed now include taxes and shipping. The Unit Price of any items displayed in Gladly now excludes tax, which aligns with the BigCommerce UI.
Incorrect Routing Behavior for Missed/Declined Contacts – Previously, a bug caused missed or declined Contacts to be processed before the initial offering of the Contact to an Agent. This resulted in certain Conversations not being routed until they were manually assigned. This is now resolved.
Character Count Floating Inside Composer – We fixed a bug that caused the character counter on the bottom-right corner of the Composer to appear in the middle of the screen if there are more than 1,500 characters.
Duplicate IVR Version – The IVR version history UI incorrectly displayed a duplicate version of the IVR. This issue is now resolved.
Unable To Restore IVR To the Previous Version – When editing an IVR to view a previous version, the previous version would appear empty with no nodes. This issue is now resolved.
Don’t Miss Out #
Events, notices, and Gladly news you should know about
EVENT
Gladly Connect Local: New York Happy Hour
Will you be in the New York area this week? Join us for Gladly Connect Local, an exclusive happy hour for customer support professionals. It will be held on April 13 from 5 PM to 8 PM EDT at Rosemary’s. Hurry and register today to attend!
EVENT
Gladly Connect Live 2023: Strike a chord with customers
You’re invited to Gladly Connect Live 2023! A two-day hybrid conference taking place in-person in New Orleans, LA, and virtually on May 9-10, 2023. Register today!
REVIEWS
You’re in good company
We’d love to hear from you! Please share your insights on Gladly and leave us a review on G2 Crowd.
April 4, 2023 #
What’s Shipped #
Features and updates released to Production
Reduce Duplicate Profiles by 36% With OMS Auto-Linking Using Phone Numbers
Customers who have activated auto-linking by phone number for Shopify, Magento, and BigCommerce have seen a ~36% decrease in duplicate Customer Profile creation. Since activating this feature has no negative impact, we’re activating auto-linking by phone number in Gladly instances this week for those who are using the aforementioned OMSes. You can deactivate this feature anytime by going to an OMS’s settings page in Gladly and unchecking the Phone Number box in the Auto-Linking Fields section.
What’s Coming #
Features and updates coming soon or available in Sandbox
Sunsetting 15 Reports
Gladly plans to complete the process of sunsetting 15 reports that are currently found in the Sunsetting category on the Reports page. These reports will remain available until April 19, 2023. We highly recommend switching to alternate reports before the sunset date.
| Report Name | Alternate Report |
| Agent Available Time | Agent Summary – Agent Name – Available Time in Second – Any – Available Time by Channel |
| Active Conversation Handle Time by Agent | Agent Summary |
| Average Conversation Contacts | Conversation Summary and Conversation Export Conversation Summary – Conversations Closed – Avg Count of Contacts Conversation Export – Count of Contacts – Times Closed |
| Conversation Closed Time | Conversation Export and Conversation Summary Conversation Export – Times Closed Conversation Summary – Conversations Closed – Avg Created-to-First Closed Time – Avg Created-to-Last Closed Time |
| Conversation Close Time by Agent | Conversation Export – Agent Name – Agent ID – Created to First Closed Time – Created to Last Closed Time – Conversation Handle Time |
| Conversation Close Time by Agent by Channel | Conversation Export – Agent Name – Agent ID – First Channel – Second Channel – Third Channel – Last Channel – Avg Created to First Closed Time – Avg Created to Last Closed Time – Avg Conversation Handle Time |
| Conversation Close Time by Channel | Conversation Export – First Channel – Second Channel – Third Channel – Last Channel – Avg Created to First Closed Time – Avg related to Last Closed Time – Avg Conversation Handle Time |
| Contact Data Export (Beta) | Contact Export and Contact Summary Contact Export – Queued At – Contact Initiator – Agent When Ended – Conversation ID – Customer ID – Inbox when Ended – Inbox when First Queued – Fulfilled At – Ended At – Seconds within (-) or over (+) SLA – SLA Target Contact Summary – Contact Fulfilled Before SLA – Contacts Fulfilled After SLA – Contacts Accepted Before SLA |
| Customers Helped | Agent Summary – Name – Contact Accepted – Contact Fulfilled – Contact Fulfilled by Response – Unique Customers with Contact Fulfilled – Contacts with Contact Handle Time – Contact with After Contact Time |
| Customers Helped by Agent | Agent Summary – Name – Contact Accepted – Contact Fulfilled – Contact Fulfilled by Response – Unique Customers with Contact Fulfilled – Contacts with Contact Handle Time – Contact with After Contact Time |
| Customer Wait Time by Channel | Contact Export, Contact Summary and Contact Summary Durations Contact Export (Can aggregate and average): – Channel – Queued to Fulfilled Time Contact Summary and Contact Summary Durations – Avg Queued to Fulfilled Time |
| Conversation Reassignments Sent by Agent | Conversation Export – Count of Agents Assigned |
| Conversation Reassignments Received by Agent | Conversation Export – Count of Agents Assigned – Times Agent Unassigned by Rule |
| Conversation Reassignments | Conversation Export – Count of Agents Assigned – Times Agent Unassigned by Rule |
| Costly Conversations | Conversation Summary Report – Average Conversation handle Time |
Resolved Issues #
Issues and bugs we squashed
Liveboard and TV View Not Refreshing – We fixed a bug that caused Liveboard (including the Liveboard TV view) to not refresh for Liveboards Only users.
BigCommerce Second Address Line Missing – Previously, only the first line of a Customer’s address in BigCommerce was displayed in Gladly, which sometimes caused missing apartment/unit/condo numbers. This issue is now resolved.
Don’t Miss Out #
Events, notices, and Gladly news you should know about
EVENT
Gladly Connect Live 2023: Strike a chord with customers
You’re invited to Gladly Connect Live 2023! A two-day hybrid conference taking place in-person in New Orleans, LA, and virtually on May 9-10, 2023. Register today!
REVIEWS
You’re in good company
We’d love to hear from you! Please share your insights on Gladly and leave us a review on G2 Crowd.
