REQUIRED USER ROLE Administrator, Team Manager |
Gladly organizes Customer Conversations into different views based on the status of the Conversation or Task. These statuses are:
- New
- Open
- Waiting
- Closed
As an Administrator or Team Manager, click on the status tab from your homepage to see a list of Conversations or Tasks that carry that status.
New #
The number to the right represents the total number of New Conversations.
- Conversations that haven’t been assigned to an Agent. These Conversations will be routed when an Agent becomes available to handle them.
- This may include Conversations that have been responded to (i.e., SLA fulfilled) but have not been assigned to an Agent or the assigned Agent unassigned the Conversation from them.
Open #
The number to the right represents the total number of Open Conversations. (i.e., Conversations where the SLA has not been fulfilled).
- Customers who have reached out are awaiting an assigned Agent’s response. These are Conversations actively being worked on.
- Conversations where the Customer is waiting for the Agent’s reply and the last Contact is not marked as No Reply Needed.
- Tasks that have been assigned to the Agent. Since Tasks are treated as separate items, it’s possible to see a Task and Conversation in Open status for the same Customer.
Waiting #
The number to the right represents the total number of Waiting Conversations.
- Conversations marked as No Reply Needed (i.e. SLA is fulfilled) and if the Customer last replied.
- Conversations that ended (e.g., ended chat) but haven’t closed.
Closed #
- Conversations closed by clicking Close & Next.
- Conversations closed by clicking Close.
- Chat Conversations closed by clicking End & Close.