Elevating CX with AI: Tracking and Measuring Success. Join Lauren Inman-Semerau, Head of CX at Rothy’s, as she shares how to track AI success and measure its impact. REGISTER NOW
The Next, Close, and Close & Next buttons are critical for managing the status of your Conversations and receiving new Customer requests. However, the behavior and name of these buttons can vary based on certain scenarios.
Keep in mind that the primary purpose of these buttons is to allow Agents to “ask” the Routing Engine to route Customers to them if they have the capacity to help. See Help the Next Customer to understand better how Gladly routes Customers using the Next/Close & Next buttons.
Tip – Receiving phone calls after clicking ‘Close & Next’ or ‘Next’
If you’re available for Voice (the button is green), clicking Close & Next or Next overrides the After Call Work value and routes the next phone call. Clicking Close closes the current Conversation and routes the next call waiting based on the After Call Work value.
The Next button adjacent to the Availability controls is constant, and the functionality does not change. Clicking the Next option here always takes you to the next Customer request without closing your Conversation. Use this option if:
You want to work on a new Customer without closing the Conversation with the current one.
You want to switch to another Conversation without closing the Conversation with the current one.
See Help the Next Customer to understand better how Gladly routes Customers using the Next/Close & Next buttons based on Channel availability.
The Close & Next on the bottom right of the Customer Profile, adjacent to Topics, is dynamic. Its name and function vary depending on the activity and Channel you are working in.
Watch Out – Close & Next option adjacent to Topics
Pay attention to your selection! You may be thinking you are clicking Close & Next but are in fact, clicking Next, which would not close your current Conversation. See the variables below for more details.
The main drivers for these variables are the activities completed in the Conversation and the Channel it’s happening in. Gladly then presents the best action after an interaction with a Customer.
This website uses cookies to improve your experience while you navigate through the website. Out of these cookies, the cookies that are categorized as necessary are stored on your browser as they are essential for the working of basic functionalities of the website. We also use third-party cookies that help us analyze and understand how you use this website. These cookies will be stored in your browser only with your consent. You also have the option to opt-out of these cookies. But opting out of some of these cookies may have an effect on your browsing experience.
Necessary cookies are absolutely essential for the website to function properly. These cookies ensure basic functionalities and security features of the website, anonymously.
Cookie
Duration
Description
__cf_bm
29 minutes
This cookie, set by Cloudflare, is used to support Cloudflare Bot Management.
_wpfuuid
1 year 1 month 4 days
This cookie is used by the WPForms WordPress plugin. The cookie is used to allows the paid version of the plugin to connect entries by the same user and is used for some additional features like the Form Abandonment addon.
BIGipServer*
session
Marketo sets this cookie to collect information about the user's online activity and build a profile about their interests to provide advertisements relevant to the user.
cookielawinfo-checkbox-advertisement
1 year
Set by the GDPR Cookie Consent plugin, this cookie records the user consent for the cookies in the "Advertisement" category.
cookielawinfo-checkbox-analytics
11 months
This cookie is set by GDPR Cookie Consent plugin. The cookie is used to store the user consent for the cookies in the category "Analytics".
cookielawinfo-checkbox-functional
11 months
The cookie is set by GDPR cookie consent to record the user consent for the cookies in the category "Functional".
cookielawinfo-checkbox-necessary
11 months
This cookie is set by GDPR Cookie Consent plugin. The cookies is used to store the user consent for the cookies in the category "Necessary".
cookielawinfo-checkbox-others
11 months
This cookie is set by GDPR Cookie Consent plugin. The cookie is used to store the user consent for the cookies in the category "Other.
cookielawinfo-checkbox-performance
11 months
This cookie is set by GDPR Cookie Consent plugin. The cookie is used to store the user consent for the cookies in the category "Performance".
CookieLawInfoConsent
1 year
CookieYes sets this cookie to record the default button state of the corresponding category and the status of CCPA. It works only in coordination with the primary cookie.
PHPSESSID
session
This cookie is native to PHP applications. The cookie stores and identifies a user's unique session ID to manage user sessions on the website. The cookie is a session cookie and will be deleted when all the browser windows are closed.
viewed_cookie_policy
11 months
The cookie is set by the GDPR Cookie Consent plugin and is used to store whether or not user has consented to the use of cookies. It does not store any personal data.
Functional cookies help to perform certain functionalities like sharing the content of the website on social media platforms, collect feedbacks, and other third-party features.
Cookie
Duration
Description
li_gc
5 months 27 days
Linkedin set this cookie for storing visitor's consent regarding using cookies for non-essential purposes.
lidc
1 day
LinkedIn sets the lidc cookie to facilitate data center selection.
UserMatchHistory
1 month
LinkedIn sets this cookie for LinkedIn Ads ID syncing.
Performance cookies are used to understand and analyze the key performance indexes of the website which helps in delivering a better user experience for the visitors.
Analytical cookies are used to understand how visitors interact with the website. These cookies help provide information on metrics the number of visitors, bounce rate, traffic source, etc.
Cookie
Duration
Description
_ga
1 year 1 month 4 days
Google Analytics sets this cookie to calculate visitor, session and campaign data and track site usage for the site's analytics report. The cookie stores information anonymously and assigns a randomly generated number to recognise unique visitors.
_ga_*
1 year 1 month 4 days
Google Analytics sets this cookie to store and count page views.
_gd_session
4 hours
This cookie is used for collecting information on users visit to the website. It collects data such as total number of visits, average time spent on the website and the pages loaded.
_gd_visitor
1 year 1 month 4 days
This cookie is used for collecting information on the users visit such as number of visits, average time spent on the website and the pages loaded for displaying targeted ads.
_sp_id.*
1 year 1 month 4 days
Snowplow sets this cookie to store user information that is created when a user first visits a site and is updated on subsequent visits.
_sp_ses.*
30 minutes
Snowplow sets this cookie to store user information that is created when a user first visits a site and is updated on subsequent visits.
AnalyticsSyncHistory
1 month
Linkedin set this cookie to store information about the time a sync took place with the lms_analytics cookie.
mf_user
3 months
Mouseflow sets this cookie to identify whether a visitor is new or returning.
vuid
1 year 1 month 4 days
Vimeo installs this cookie to collect tracking information by setting a unique ID to embed videos on the website.
Advertisement cookies are used to provide visitors with relevant ads and marketing campaigns. These cookies track visitors across websites and collect information to provide customized ads.
Cookie
Duration
Description
_mkto_trk
1 year 1 month 4 days
This cookie, provided by Marketo, has information (such as a unique user ID) that is used to track the user's site usage. The cookies set by Marketo are readable only by Marketo.
bcookie
1 year
LinkedIn sets this cookie from LinkedIn share buttons and ad tags to recognize browser IDs.
bscookie
1 year
LinkedIn sets this cookie to store performed actions on the website.
li_sugr
3 months
LinkedIn sets this cookie to collect user behaviour data to optimise the website and make advertisements on the website more relevant.