Data Dictionary

Before You Begin #

In order to fully grasp and understand the data in your reports, you must have a good understanding of Key Concepts, Metric Specific Concepts, Key Reporting Events, and Metric Attribution Concepts.

About the Data Definitions #

Understanding the Data Definitions is critical to your comprehension of how metrics are quantified in Gladly.

Diagrams #

Use the legend below to help you understand how to read help diagrams on specific definitions.

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Contacts #

Contacts Queued #

Count of Contacts that are queued.

Contacts Fulfilled #

Count of Contacts that are fulfilled.

Contacts Ended #

Count of Contacts that are ended.

Contacts Fulfilled and Ended #

Count of Contacts that are both fulfilled and ended.

Contacts Abandoned before Queued #

Count of Contacts that are initiated but never queued (e.g., abandoned during the IVR).

Contacts Abandoned after Queued #

Count of Contacts that are ended by being abandoned after being queued (e.g., after the IVR).

Contacts Inbound and Queued #

Count of Contacts that are initiated by a Customer and queued.

Contacts Inbound and Ended #

Count of Contacts that are initiated by a Customer and ended.

Contacts Outbound and Answered #

Count of Contacts that are initiated by an Agent and answered by a Customer.

Contacts Outbound and Ended #

Count of Contacts that are initiated by an Agent and ended.

Contacts Outbound #

Count of Contacts that are initiated by an Agent. This includes any outbound email from the Agent (including forwards and an email not sent to the Customer). This does not include outbound Auto-Reply.

Contacts Fulfilled or Outbound #

Count of Contacts that are fulfilled OR count of Contacts initiated by an Agent.

Contacts First Assigned to Agent #

Count of Contacts where the Agent was the first assignee. This does not count Contacts that are later reassigned to an Agent.

Contacts Fulfilled before Due #

Count of Contacts that are fulfilled before they are due.

Contacts Fulfilled after Due #

Count of Contacts that are fulfilled after they are due.

Contacts Ended as Responded #

Count of Contacts that are ended as responded.

Contacts Ended as Canceled or Timed Out #

Count of Contacts that are ended as canceled or timed out.

Contacts Queued and Ended as Abandoned or Forwarded or Left Voicemail or Canceled #

Count of Contacts that are ended as abandoned, forwarded, left a voicemail, or canceled after being queued (e.g., after the IVR).

Fulfilled-to-Ended Time #

Duration from when a Contact is fulfilled to when it is ended.

Inbound First Accepted-to-Ended Time #

Duration for a Contact initiated by a Customer from when it is accepted to when it is ended.

Outbound Answered-to-Ended Time #

Duration for a Contact initiated by an Agent from when it is answered to when it is ended.

Wait Time #

 Duration from when a Contact is queued to when it is fulfilled.

Average Agent Reply Time #

Duration from when a message is sent by a Customer to when a message is sent by an Agent, including all messages sent between the Contact being fulfilled and ended. If the Customer sends more than one message before the Agent responds, the reply span will be measured from the first Customer message to the first Agent message. Those spans, shown in the diagram below as a Duration, are averaged across all the spans in a Contact to arrive at an Average.

Average Customer Reply Time #

Duration from when a message is sent by an Agent to when a message is sent by a Customer, including all messages sent between the Contact being fulfilled and ended. If the Agent sends more than one message before the Customer responds, the reply span will be measured from the first Agent message to the first Customer message. Those spans, shown in the diagram below as a Duration, are averaged across all the spans in a Contact to arrive at an Average.

Talk Time #

Duration from when an Inbound Contact is fulfilled to ended or an Outbound Contact is answered to ended, minus any Hold Time. This measurement is specific to the Phone Call channel. 

Hold Time #

Duration from when a Hold is started to when it is ended. This measurement is specific to the Phone Call channel. The durations are aggregated into a total for Contacts with multiple Hold spans.

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Contact Events #

Events – Contact Transferred #

Count of how many times Contacts are transferred (can be multiple events per Contact).

Events – Contact Declined or Missed #

Count of how many times Contacts are declined or missed (can be multiple events per Contact).

Events – Contact Declined #

Count of how many times Contacts are declined (can be multiple events per Contact).

Events – Contact Missed #

Count of how many times Contacts are missed (can be multiple events per Contact).

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Contacts and Messages #

Contacts and Messages Fulfilled #

The count of messages sent by a Customer in a fulfilled Contact and the Count of fulfilled Contacts.

Contacts and Messages Fulfilled before Due #

Count of messages that are sent by a Customer in a Contact that is fulfilled before it is due AND Count of Contacts that are fulfilled before they are due.

Contacts and Messages Fulfilled after Due #

Count of messages that are sent by a Customer in a Contact that is fulfilled after it is due AND Count of Contacts that are fulfilled after they are due.

Contact and Message Wait Time #

Duration from when a Contact is queued to when it is fulfilled OR Time duration from when a message is sent to when the Contact is fulfilled.

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Messages #

Messages Inbound #

Count of messages that are sent by a Customer.

Messages Outbound #

Count of messages an Agent sends to any recipient, including forwards and an email not sent to the customer. This excludes auto-reply.

Messages from Rules #

Count of messages sent by Rules, which are typically Auto-Reply messages. This does not include onboarding messages sent during Glad App Onboarding.

Messages from API #

Count of messages sent through Gladly’s API to the Customer.

Messages Inbound on Contacts Fulfilled #

Count of messages that are sent in a Contact that is fulfilled.

Messages Inbound on Contacts Fulfilled before Due #

Count of messages that are sent in a Contact that is fulfilled before it is due.

Messages Inbound on Contacts Fulfilled after Due #

Count of messages that are sent in a Contact that is fulfilled after it is due.

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Agents #

Logged In Time #

Duration from when an Agent is logged in to when they are logged out.

Logged Out Time #

Duration from when an Agent is logged out to when they are logged in.

Away Time #

Duration from when an Agent goes Away to when they are returned from Away or to when they are logged out (for a given reason).

Utilized Time #

Duration from when an Agent is logged in to when they are logged out MINUS their Away Time.

Assigned or Available Messaging Time #

Duration from when an Agent first does one of the following actions:

• Agent goes available for Messaging, OR
• Agent is assigned a Messaging Contact

To when:

• Agent is unavailable for Messaging, AND
• All Messaging Contacts the Agent is assigned to have ended OR have been transferred from them

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Conversations #

Conversations Created #

Count of Conversations that are created.

Conversations Closed #

Count of Conversations that are closed.

Conversation Handle Time #

Customer Handle Time when there is an active (“New”, “Open”, or “Waiting” state, not “Closed” state) Conversation.

Created-to-Close Time #

Duration from when a Conversation is created to when it is last closed.

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Conversation Events #

Events – Conversation Closed #

Count of how many times Conversations are closed (can be multiple events per Conversation).

Events – Conversation Reopened #

Count of how many times Conversations are reopened after being closed.  This can be multiple events per Conversation.

Events – Conversation Topic Changed #

Count of how many times Agents change the Topic(s) on a Conversation. It can be multiple events per Conversation, including additions and removals. Adding multiple Topics at one time counts as 1 event.

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Customer #

Customers #

Count of unique Customers.

Customers Viewed #

Count of unique Customer Profiles viewed by an Agent.

Customer Handle Time #

Duration from when an Agent views a Customer Profile to when they view a different page type, or to when they go Away, or to when they are logged out.

Customer Reply Time #

Duration between the Agent’s last response and the time it takes for the Customer’s reply.