Customers with an assigned Dedicated Hero are primarily routed to their Dedicated Hero first. They may not always get routed to their Dedicated Hero (DH is offline, Away, unavailable, etc.) but an attempt is made. With People Match, Customers with a Dedicated Hero have the highest priority if the Agent has several Customers they are assisting.
Learn about the Sidekick Conversation Time metric and how to leverage the dashboard.
Gladly’s search engine powers all search experiences, including all Answe...
This page details the key performance benchmarks and indicators measured ac...
At Gladly, safeguarding customer data is not just a priority—it’s the f...
There are several reasons why an email fails to send, and emails may someti...
Gladly is leading the charge on reimagining how Customer Service is deliver...
The missed call notification banner appears if: Clicking Close di...
The error “We detected the contents of this message may violate carri...
Can’t find the answer you need? Get in touch with the Gladly Support Team for assistance.
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