November 6, 2024 #
What’s Coming #
Coming soon to Sandbox and product news
[Action Required] Update IVR Holiday Schedule
It’s time to review and update your Gladly IVR to ensure smooth operations during the holiday season. Begin by checking the Schedule node, typically labeled “Holiday Check,” is set to display the correct year. This update is essential to ensure your IVR accurately handles calls during your specified holiday hours, routing callers appropriately and preventing them from entering the queue when your contact center is closed for specific holidays.
Watch the video to learn how to update the IVR.
As a quick tip, you can manually close your phone lines for a specific period if needed. This feature allows you to temporarily adjust contact center availability, providing flexibility for team meetings, training sessions, or unexpected closures.
No Release Updates the Week of November 25
Please note that there will be no release update or email during the week of November 25 in observance of the Thanksgiving holiday.
Resolved Issues #
Issues and bugs we squashed
Answer Threads Responded With Empty Values
Fixed – Answer Threads attempted to respond by generating a reply even if it doesn’t have the correct information instead of handing it off immediately to an Agent.
Don’t Miss Out #
Events, notices, and Gladly news
RESOURCES
Holiday Preparation Checklist
Prepare for the holiday season with Gladly’s holiday checklist. This guide offers steps for optimizing workflows, adjusting operating hours, automating greetings, closing phones, and scaling resources to meet increased demand. Gladly’s suggested adjustments ensure smooth operations, helping your team effectively manage high volume while maintaining uninterrupted, quality service and resolving customer issues promptly and thoroughly, even through this busy season.
REVIEWS
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