September 27, 2023 #
What’s Shipped #
Features and updates released to Production
Gladly Hero is our customer-centered platform for delivering personalized agent-assisted customer service.
Webhooks Log
Gladly automatically deactivates webhooks that fail to deliver a notification four times within an hour. API Users are notified if this occurs and can use the new webhooks log to identify and resolve the cause of the error before reactivating the webhook.
Reactivating Webhook Failed Email Notification for API Users
We’re reactivating the failed webhooks notification email sent to API Users for Gladly orgs that requested the notification email to remain inactive until the webhooks log is available.
Answers Search Recognizes Keywords in Titles
Internal-facing Answers Search (Answers Admin and Answers Panel) now supports keyword search in titles.
Answers Search now supports both keyword search and our recent enhanced search upgrade, ensuring you find Answers quickly. Two ways to enter an Answers Search query:
- Keyword: Enter “Returns” and see results like “Refunds and Returns Policies”
- Natural speech: Ask a question like “What’s our return policy” and see results like “Refunds and Returns Policies”
New Gladly Support Page
We updated the Contact Gladly Support experience to make it easier for you to view the most frequently asked questions that Support receives, access Gladly resources, and utilize an enhanced Support form. Administrators and Team Managers can contact Gladly Support anytime by clicking on the “Contact Support” link in Gladly.
Updated Gladly Emails
Gladly-generated emails have received a new look, making them more legible and easier to read. They also now also include additional links to resources available in the Gladly Connect Community.
Gladly Sidekick is our new AI and automation platform
Threads ‘Save’ Option in a New Location
The Save button has been removed from the header and is now within the Threads builder.
Toast Notifications
While toast notifications cannot be closed when they appear, they will automatically be dismissed after four seconds.
What’s Coming #
Features and updates coming soon or available in Sandbox
(Action Required) New Voice IPs to Allowlist
Please forward this information to your Network Administrator/IT Team for visibility, including BPO partners. The change required is not made in Gladly.
Gladly’s Voice partner is changing the IP and port ranges for Voice products. This involves updating the media IPs and port ranges for calls in all regions to a single global range (168.86.128.0/18) and expanding the media port range from 10000-20000 to 10000-60000. Starting October 10, 2023, the old IP and port ranges will no longer work. This update aims to improve Voice’s flexibility, reliability, and scalability.
- Note – There’s no action required if you do not utilize firewalls or do not limit traffic to specific IPs.
- When do we need to allowlist the new IPs?
- The task should be completed before October 10, 2023. However, we highly recommend that it be completed by mid-September.
- What do we need to do?
- Before October 10, 2023, you must update your network infrastructure to allowlist the full IP and port ranges below.
- What do I do with existing IPs and port ranges already in our allowlist?
- Keep them in your allowlist until October 10, 2023; the current ranges won’t be able to accept or send traffic after this time, but they need to stay open until October 10, 2023.
- What happens if we do nothing?
- If you have stricter firewall settings that you had to configure during implementation, Voice will stop working after October 10, 2023.
- Is there more information you share about this change?
- How do we test to make sure the new IPs are working?
- After updating your allowlists to include additional IPs, you must run a network test:
- Ensure you use the same setup Agents have before running the network test (e.g., use the same VPN, VDI, network connection, etc.).
- Go to this URL to perform the network test.
- Ensure the speaker volume is up and the microphone is on to hear the test and instructions.
- Go through the test. Listen and follow instructions during the PCMU and Opus test, where’ll you be asked to record a message.
Make sure you hear the recording playback.
- If the recording playback works, it confirms that the newly added IPs are properly allowlisted. It’s okay if the other tests (e.g., TURN) fail.
- After updating your allowlists to include additional IPs, you must run a network test:
- Who do I contact if we have questions?
- Please contact Gladly Support.
Hero AI Replies Is Coming Soon
Hero AI Replies automatically generates reply suggestions based on the query used by an Agent to search Answers. It considers Public, Messaging, and Email Answers to provide a Customer-friendly reply and can suggest replies using information stored in multiple Answers! This feature provides several benefits:
- Save time – Eliminate the need to search through different Answers to find the most relevant information and write a response. Let AI generate the response and make any edits (if needed).
- Increase Agent happiness – With enhanced Search capabilities, avoid Agent frustration by delivering the most accurate information fast and reduce the need to search multiple times to find the best response.
- Maintain response accuracy – Since the suggested replies are generated based on your Answers database, they will reflect the most accurate and up-to-date information you have to offer Customers.
Select Innovation Partner Program participants continue testing Hero AI Replies this week. Also, don’t forget to join us on September 28 at 10 AM PT | 1 PM for a Tips and Best Practices session about Hero AI.
Resolved Issues #
Issues and bugs we squashed
Gladly Hero is our customer-centered platform for delivering personalized agent-assisted customer service.
Extra Line Breaks in Composer
When pasting content from other Gladly Conversations into the Composer, we fixed a bug that caused extra line breaks between paragraphs.
Gladly Sidekick is our new AI and automation platform
Threads Tooltips Getting Cut off
We resolved an issue that caused tooltips within a Thread to get cut off and hide content within the tooltip.
Don’t Miss Out #
Events, notices, and Gladly news you should know about
LEARNING
Hero AI Classroom: Tips and Best Practices
Join us on September 28 at 10 AM PT | 1 PM ET for a Classroom session with the Gladly team, where we’ll share insights and data on how our customers are using Hero AI as a core tool for communication and provide tips and best practices for using Hero AI features.
EVENT
In-Person Event: AI Automation In Customer Service
Are you going to be in the New York area on October 26? If so, join Gladly and local CX leaders in New York at our private networking event, where you’ll learn about today’s biggest industry trends and gain new ideas and practical insights to deliver best-in-class customer service. Space is limited, so register soon!
REVIEWS
You’re In Good Company
We’d love to hear from you! Please share your insights on Gladly and leave us a review on G2 Crowd.
September 19, 2023 #
What’s Coming #
Features and updates coming soon or available in Sandbox
Hero AI Replies Is Coming Soon
A new generative AI technology, Hero AI Replies, will soon be added to the suite of Hero AI features. Hero AI Replies automatically generates reply suggestions based on the query used by an Agent to search Answers. It considers Public, Messaging, and Email Answers to provide a Customer-friendly reply and can suggest replies using information stored in multiple Answers! This feature provides several benefits:
- Save time – Eliminate the need to search through different Answers to find the most relevant information and write a response. Let AI generate the response and make any edits (if needed).
- Increase Agent happiness – With enhanced Search capabilities, avoid Agent frustration by delivering the most accurate information fast and reduce the need to search multiple times to find the best response.
- Maintain response accuracy – Since the suggested replies are generated based on your Answers database, they will reflect the most accurate and up-to-date information you have to offer Customers.
Select Innovation Partner Program participants continue to test Hero AI Replies this week.
(Action Required) New Voice IPs to Allowlist
Please forward this information to your Network Administrator/IT Team for visibility, including BPO partners. The change required is not made in Gladly.
Gladly’s Voice partner is changing the IP and port ranges for Voice products. This involves updating the media IPs and port ranges for calls in all regions to a single global range (168.86.128.0/18) and expanding the media port range from 10000-20000 to 10000-60000. Starting October 10, 2023, the old IP and port ranges will no longer work. This update aims to improve Voice’s flexibility, reliability, and scalability.
- When do we need to allowlist the new IPs?
- The task should be completed before October 10, 2023. However, we highly recommend that it be completed by mid-September.
- What do we need to do?
- Before October 10, 2023, you must update your network infrastructure to allowlist the full IP and port ranges below.
- What do I do with existing IPs and port ranges already in our allowlist?
- Keep them in your allowlist until October 10, 2023; the current ranges won’t be able to accept or send traffic after this time, but they need to stay open until October 10, 2023.
- What happens if we do nothing?
- If you have stricter firewall settings that you had to configure during implementation, Voice will stop working after October 10, 2023.
- Is there more information you share about this change?
- How do we test to make sure the new IPs are working?
- After updating your allowlists to include additional IPs, you must run a network test:
- Ensure you use the same setup Agents have before running the network test (e.g., use the same VPN, VDI, network connection, etc.).
- Go to this URL to perform the network test.
- Ensure the speaker volume is up and the microphone is on to hear the test and instructions.
- Go through the test. Listen and follow instructions during the PCMU and Opus test, where’ll you be asked to record a message.
Make sure you hear the recording playback.
- If the recording playback works, it confirms that the newly added IPs are properly allowlisted. It’s okay if the other tests (e.g., TURN) fail.
- After updating your allowlists to include additional IPs, you must run a network test:
- Who do I contact if we have questions?
- Please contact Gladly Support.
Resolved Issues #
Issues and bugs we squashed
Unable to Insert Answer With ‘Use’ Option
Previously, clicking Use to insert a Messaging Answer to the Composer failed due to a bug. This has been resolved.
Unnecessary Scroll Bar In Chat Composer
We fixed a bug causing the appearance of an unnecessary scroll bar in an empty Chat Composer.
Handle Time Reporting Discrepancy in the Work Sessions Report
Handle Time is calculated based on the time spent on a Customer’s Profile while there’s an active Contact. Handle Time will accumulate regardless of availability if contact is accessed while active. Previously, we were not capping Handle Time to the Contact, including stopping tracking handle time for observers (e.g., a manager viewing the Profile). This resulted in times that Handle Time accrued after the Contact had ended. We’re explicitly capping Handle Time once the Contact ends going forward.
Don’t Miss Out #
Events, notices, and Gladly news you should know about
PRODUCT
To Activate or Not Activate Focus? That Is the Question
We received many questions regarding the Focus feature, why we released it, and whether it should be activated, so we’d like to add more color to why this feature exists so you can decide whether to activate or not.
EVENT
In-Person Event: AI Automation In Customer Service
Are you going to be in the New York area on October 26? If so, join Gladly and local CX leaders in New York at our private networking event, where you’ll learn about today’s biggest industry trends and gain new ideas and practical insights to deliver best-in-class customer service. Space is limited, so register soon!
LEARNING
2023 Holiday Preparedness Webinar
The holiday season is the busiest time of year for retailers, and it’s also when Customers are most demanding. That’s why ensuring your team is ready to provide excellent service is important, even when things get hectic. Join us on September 21 at 10 AM PT to:
- Learn best practices to build a strong customer service team and prepare them for the holiday rush.
- Learn to audit your Channels, processes, and systems to uncover new efficiencies.
- Explore which self-service tools will aid your team’s success, allowing your team to focus on high-touch issues.
PRODUCT
New Metrics Plus Reports Soon Moving to Sunsetting Category
The Focus feature released last week introduces two new metrics in Gladly: Total Contact Handle Time and Occupied %.
Total Contact Handle Time
We’ve heard feedback that many Gladly customers think of Handle Time as inclusive of Contact Handle Time and After Contact Time. As a result, we’re introducing the Total Contact Handle Time metric. This metric leverages the following formula:
Total Contact Time is calculated by taking Contact Handle Time + After Contact Time
Occupied %
This is the percentage of time Agents actively handle Customer interactions, such as calls, chats, or emails, compared to the total available time. It indicates the efficiency and utilization of Agents’ work hours, providing insights into how effectively the workforce is utilized to address Customer inquiries and issues. This metric leverages the following formula:
Occupied % = Total Contact Handle Time/Available Time
Moved to Sunsetting
The non-new versions of the following reports have moved to the Sunsetting category on the Reports page. We recommend transitioning to using the new versions of these reports.
PRODUCT
Answers Search Enhancement Tips
We updated the infrastructure that powers the search functionality in Help Center, Glad App, Answers Admin, and the Answers Panel in the Customer Profile. This upgrade utilizes advanced techniques to understand the meaning and context of words and phrases when searching Answers, associate synonyms, and more, resulting in more precise and relevant search results.
This enhancement requires a shift in how to search Answers, leaning towards using natural language rather than one-off keywords. Share the tips below with your team.
REVIEWS
You’re In Good Company
We’d love to hear from you! Please share your insights on Gladly and leave us a review on G2 Crowd.
September 12, 2023 #
What’s Shipped #
Features and updates released to Production
Pause Routing Engine With ‘Focus’ Feature
The Focus feature is in Production this week. Focus lets Agents pause the Routing Engine from sending new Customers without needing to go unavailable on any Channel. This provides Agents extra time to finish work, such as writing Notes or creating Tasks, before moving on to the next Customer. Using Focus also allows for improving the accuracy of how occupancy is measured.
Benefits of using Focus include:
- More accurate measurement on a wide range of Agent reports.
- Improved tracking of Handle Time
- More accurate measurement of Occupancy
- Create consistent procedural behavior where Agents only go unavailable on Channels if they are on Active Status or going Away.
Focus is deactivated by default, and an Administrator can activate/deactivate Focus anytime in Settings > Conversation Workflow page.
Answers Search Enhancement
We updated the infrastructure that powers the search functionality in Help Center, Glad App, Answers Admin, and the Answers Panel in the Customer Profile. This upgrade utilizes advanced techniques to understand the meaning and context of words and phrases when searching Answers, associate synonyms, and more, resulting in more precise and relevant search results.
This enhancement requires a shift in how to search Answers, leaning towards using natural language rather than keywords. Share the tips below with your team.
Sunsetting Keyword Groups Feature
Introducing the new Answers Search infrastructure in Production eliminates the need to maintain keywords and synonyms manually. Our latest Search enhancements are designed to significantly improve search results’ relevance and precision, eliminating the need to manually curate related terms for your content. The Keyword Groups feature will be removed from the Settings page this week.
After Contact Timer for Voice
In Production this week, a new timer counts down when the next Voice Customer will be routed after each phone call based on the After call work (seconds) value currently configured.
For example, if After call work (seconds) is set to 15 seconds, the timer counts down from 15 seconds after each call to indicate when the Agent is made Available for Voice again to receive the next call unless:
- The Agent enters Focus mode to stop the Routing Engine from routing another Voice Customer.
- The Agent goes Unavailable on Voice or Away.
The Focus feature in Production this week introduces two new metrics in Gladly: Total Contact Handle Time and Occupied %. Focus enhances the accuracy of how these metrics are measured.
New Metrics and Report Versions
The Focus feature in Production this week introduces two new metrics in Gladly: Total Contact Handle Time and Occupied %. Focus enhances the accuracy of how these metrics are measured.
Total Contact Handle Time
We’ve heard feedback that many Gladly customers think of Handle Time as inclusive of Contact Handle Time and After Contact Time. As a result, we’re introducing the Total Contact Handle Time metric. This metric leverages the following formula:
Total Contact Time is calculated by taking Contact Handle Time + After Contact Time
Occupied %
This is the percentage of time Agents actively handle Customer interactions, such as calls, chats, or emails, compared to the total available time. It indicates the efficiency and utilization of Agents’ work hours, providing insights into how effectively the workforce is utilized to address Customer inquiries and issues. This metric leverages the following formula:
Occupied % = Total Contact Handle Time/Available Time
Instagram Direct Messages Attachment Limit
Instagram DMs sent from Gladly can have up to 10 attachments with a combined size of no more than 5MB.
Beta Text Editor Now Supports Links
We now support creating, updating, and removing links in the Beta Text Editor for Notes, Emails, and Tasks.
Chat Composer Character Limit
For consistency across all composers, the Chat composer now displays the character chat limit per message, up to 2048 characters per chat message.
Reports Will Not Be Sunsetted
Previously, we mentioned that the previous versions of the reports below would be permanently sunsetted on September 13.
Please note that the previous versions of the aforementioned reports will not be sunsetted at this time. Starting this week:
- The Contact Summary and Contact Export (New) reports contain the latest metrics. The older versions, Contact Summary and Contact Export (Bus. Hours SLA), stay in the Sunsetting category.
- Note – There are two Contact Summary reports in the UI. One is in the Sunsetting category, and the most recent version is in the Contacts category.
- Channel Wait Time contains the latest metrics. There are two Channel Wait Time reports in the UI. One is in the Sunsetting category, and the most recent version is in the Contacts category.
We recommend transitioning to using (New) reports as soon as possible by doing the following:
- Update any scheduled reports using the sunsetted reports to use the (New) versions or reports now in the Sunsetting category.
- Update any API Integrations to reference the new metric names (V2). This may include Workforce Management integrations you use for forecasting or adherence.
- New metrics have been added between existing columns. When swapping in the new reports, update your integrations to reference new column numbers, as other columns will shift due to this addition.
Gladly will eventually sunset old reports (including the API versions) currently in the Sunsetting category
What’s Coming #
Features and updates coming soon or available in Sandbox
Hero AI Replies Is Coming Soon
A new generative AI technology, Hero AI Replies, will soon be added to the suite of Hero AI features. Hero AI Replies automatically generates reply suggestions based on the query used by an Agent to search Answers. It considers Public, Messaging, and Email Answers to provide a Customer-friendly reply and can suggest replies using information stored in multiple Answers! This feature provides several benefits:
- Save time – Eliminate the need to search through different Answers to find the most relevant information and write a response. Let AI generate the response and make any edits (if needed).
- Increase Agent happiness – With enhanced Search capabilities, avoid Agent frustration by delivering the most accurate information fast and reduce the need to search multiple times to find the best response.
- Maintain response accuracy – Since the suggested replies are generated based on your Answers database, they will reflect the most accurate and up-to-date information you have to offer Customers.
Select Innovation Partner Program participants are currently testing Hero AI Replies.
(Action Required) New Voice IPs to Allowlist
Please forward this information to your Network Administrator/IT Team for visibility, including BPO partners. The change required is not made in Gladly.
Gladly’s Voice partner is changing the IP and port ranges for Voice products. This involves updating the media IPs and port ranges for calls in all regions to a single global range (168.86.128.0/18) and expanding the media port range from 10000-20000 to 10000-60000. Starting October 10, 2023, the old IP and port ranges will no longer work. This update aims to improve Voice’s flexibility, reliability, and scalability.
- When do we need to allowlist the new IPs?
- The task should be completed before October 10, 2023. However, we highly recommend that it be completed by mid-September.
- What do we need to do?
- Before October 10, 2023, you must update your network infrastructure to allowlist the full IP and port ranges below.
- What do I do with existing IPs and port ranges already in our allowlist?
- Keep them in your allowlist until October 10, 2023; the current ranges won’t be able to accept or send traffic after this time, but they need to stay open until October 10, 2023.
- What happens if we do nothing?
- If you have stricter firewall settings that you had to configure during implementation, Voice will stop working after October 10, 2023.
- Is there more information you share about this change?
- How do we test to make sure the new IPs are working?
- After updating your allowlists to include additional IPs, you must run a network test:
- Ensure you use the same setup Agents have before running the network test (e.g., use the same VPN, VDI, network connection, etc.).
- Go to this URL to perform the network test.
- Ensure the speaker volume is up and the microphone is on to hear the test and instructions.
- Go through the test. Listen and follow instructions during the PCMU and Opus test, where you’ll be asked to record a message. Make sure you hear the recording playback.
- If the recording playback works, it confirms that the newly added IPs are properly allowlisted. It’s okay if the other tests (e.g., TURN) fail.
- After updating your allowlists to include additional IPs, you must run a network test:
- Who do I contact if we have questions?
- Please contact Gladly Support.
Hero AI Agent Survey
On September 18, Gladly will email all Agents using Hero AI with a one-minute survey. This survey will help us understand the value and benefits Agents glean from this exciting solution and inform our ongoing improvements to Hero AI. Agent response is voluntary, and they’ll only receive this survey once.
Resolved Issues #
Issues and bugs we squashed
Extra Characters in Proactive Email Subject Line
We fixed an issue that caused Proactive Email subject lines to include erroneous characters.
Unable To View Conversation History
We resolved a bug that prevented the Conversation Timeline from loading the Conversation history.
Don’t Miss Out #
Events, notices, and Gladly news you should know about
EVENT
AI Automation In Customer Service
Are you going to be in the New York area on October 26? If so, join Gladly and local CX leaders in New York at our private networking event, where you’ll learn about today’s biggest industry trends and gain new ideas and practical insights to deliver best-in-class customer service. Space is limited, so register soon!
LEARNING
2023 Holiday Preparedness Webinar
The holiday season is the busiest time of year for retailers, and it’s also when Customers are most demanding. That’s why ensuring your team is ready to provide excellent service is important, even when things get hectic. Join us on September 21 at 10 AM PT to:
- Learn best practices to build a strong customer service team and prepare them for the holiday rush.
- Learn to audit your Channels, processes, and systems to uncover new efficiencies.
- Explore which self-service tools will aid your team’s success, allowing your team to focus on high-touch issues.
REVIEWS
You’re In Good Company
We’d love to hear from you! Please share your insights on Gladly and leave us a review on G2 Crowd.
September 5, 2023 #
What’s Coming #
Features and updates coming soon or available in Sandbox
Hero AI Replies Is Coming Soon
A new generative AI technology, Hero AI Replies, will soon be added to the suite of Hero AI features. Hero AI Replies automatically generates reply suggestions based on the query used by an Agent to search Answers. It considers Public, Messaging, and Email Answers to provide a Customer-friendly reply and can suggest replies using information stored in multiple Answers! This feature provides several benefits:
- Save time – Eliminate the need to search through different Answers to find the most relevant information and write a response. Let AI generate the response and make any edits (if needed).
- Increase Agent happiness – With enhanced Search capabilities, avoid Agent frustration by delivering the most accurate information fast and reduce the need to search multiple times to find the best response.
- Maintain response accuracy – Since the suggested replies are generated based on your Answers database, they will reflect the most accurate and up-to-date information you have to offer Customers.
Select Innovation Partner Program participants are currently testing Hero AI Replies.
Answers Search Enhancement
We’re updating the infrastructure that powers the search functionality in Help Center, Glad App, Answers Admin, and the Answers Panel in the Customer Profile. This upgrade, currently available to select Innovation Partner Program Participants, utilizes advanced techniques better to understand the meaning and context of words and phrases when searching Answers, resulting in more precise and relevant search results. You can test this enhancement in Sandbox this week.
Pause Routing Engine With ‘Focus’ Feature
The Focus feature is available in Sandbox this week. Focus lets Agents pause the Routing Engine from sending new Customers without first going unavailable on any Channel. This provides Agents extra time to finish work, such as writing Notes or creating Tasks, before moving on to the next Customer. Using Focus also allows for improving the accuracy of how occupancy is measured.
Focus is deactivated by default, and an Administrator can activate/deactivate Focus anytime in Settings > Conversation Workflow page.
Join us on September 7 at 10 AM PT for a Classroom session about this new feature.
New Metrics Plus Reports Soon Moving to Sunsetting Category
The upcoming Focus feature will introduce two new metrics in Gladly: Total Contact Handle Time and Occupied %
Total Contact Handle Time
We’ve heard feedback that many Gladly customers think of Handle Time as inclusive of Contact Handle Time and After Contact Time. As a result, we’re introducing the Total Contact Handle Time metric. This metric leverages the following formula:
Total Contact Time is calculated by taking Contact Handle Time + After Contact Time
Occupied %
This is the percentage of time Agents actively handle Customer interactions, such as calls, chats, or emails, compared to the total available time. It indicates the efficiency and utilization of Agents’ work hours, providing insights into how effectively the workforce is utilized to address Customer inquiries and issues. This metric leverages the following formula:
Occupied % = Total Contact Handle Time/Available Time
Sunsetting Reports
We’re soon moving existing reports to the Sunsetting category and replacing them with a newer version containing the new metrics we’re introducing. We recommend transitioning to using the new report versions as soon as they’re available.
After Contact Timer for Voice
In Sandbox this week, a new timer counts down when the Agent will become Available to receive the next Voice Customer based on the After Call Work (seconds) value currently configured.
For example, if After call work (seconds) is set to 15 seconds, the timer counts down from 15 seconds after each call to indicate when the Agent is made Available for Voice again to receive the next call unless:
- The Agent enters Focus mode to stop the Routing Engine from routing another Voice Customer.
- The Agent goes Unavailable on Voice or Away.
(Action Required) Blocking of Unregistered A2P 10DLC Phone Numbers
Back in July, all SMS sent to US and CA numbers via A2P, using a 10DLC (10-digit long number), were required to originate from registered brands. Outbound SMS traffic from numbers associated with unregistered brands coming from Gladly from that point on has started to be filtered by carriers.
All outbound messages from unregistered numbers have been blocked since September 1, 2023. Read more here about what will happen to unregistered numbers.
What’s next
If you have unregistered phone numbers, key contacts for Gladly in your company should have received a notification with instructions on beginning or finalizing the registration process.
Contact Gladly Support if this has not occurred or if you have questions.
(Action Required) New Voice IPs to Allowlist
Please forward this information to your Network Administrator/IT Team for visibility. The change required is not made in Gladly.
Gladly’s Voice partner is changing the IP and port ranges for Voice products. This involves updating the media IPs and port ranges for calls in all regions to a single global range (168.86.128.0/18) and expanding the media port range from 10000-20000 to 10000-60000. Starting October 10, 2023, the old IP and port ranges will no longer work. This update aims to improve Voice’s flexibility, reliability, and scalability.
- When do we need to allowlist the new IPs?
- The task should be completed before October 10, 2023. However, we highly recommend that it be completed by mid-September.
- What do we need to do?
- Before October 10, 2023, you must update your network infrastructure to allowlist the full IP and port ranges below.
- What do I do with existing IPs and port ranges already in our allowlist?
- Keep them in your allowlist until October 10, 2023; the current ranges won’t be able to accept or send traffic after this time, but they need to stay open until October 10, 2023.
- What happens if we do nothing?
- If you have stricter firewall settings that you had to configure during implementation, Voice will stop working after October 10, 2023.
- Is there more information you share about this change?
- How do we test to make sure the new IPs are working?
- After updating your allowlists to include additional IPs, you must run a network test:
- Ensure you use the same setup Agents have before running the network test (e.g., use the same VPN, VDI, network connection, etc.).
- Go to this URL to perform the network test.
- Ensure the speaker volume is up and the microphone is on to hear the test and instructions.
- Go through the test. Listen and follow instructions during the PCMU and Opus test, where’ll you be asked to record a message.
Make sure you hear the recording playback.
- If the recording playback works, it confirms that the newly added IPs are properly allowlisted. It’s okay if the other tests (e.g., TURN) fail.
- After updating your allowlists to include additional IPs, you must run a network test:
- Who do I contact if we have questions?
- Please contact Gladly Support.
(Action Required) Sunsetting Reports
When SLA Business Hours was introduced in June 2023, it introduced new reports and moved old versions to the Sunsetting category.
New
We moved the following reports to the Sunsetting category (available in the UI until September 13, 2023).
Since sunsetting the older reports may cause scheduled or API reports to break, we recommend the following steps:
- Update any scheduled reports using the sunsetted reports to use the new versions.
- Update any API Integrations to reference the new metric sets (V2) instead of the current metric set. This may include Workforce Management integrations you use for forecasting or adherence.
- New metrics have been added between existing columns. When swapping in the new reports, update your integrations to reference new column numbers, as other columns will shift due to this addition.
- Gladly will sunset the old reports (including the API versions) on September 13, 2023, so all changes should be made before that date.
Reference this document for additional guidance.
Hero AI Agent Survey
On September 18, Gladly will email all Agents using Hero AI with a one-minute survey. This survey will help us understand the value and benefits Agents glean from this exciting solution and inform our ongoing improvements to Hero AI. Agent response is voluntary, and they’ll only receive this survey once.
Don’t Miss Out #
Events, notices, and Gladly news you should know about
LEARNING
Focus and Occupancy Classroom Session
Join us on September 7th at 10 AM PT | 1 PM ET to learn more about Focus and Occupancy metrics and how they can benefit your team. In this Classroom session, we’ll dive deeper into the “whats” and “hows” of Focus and how to measure occupancy in your contact center with Gladly data.
REVIEWS
You’re In Good Company
We’d love to hear from you! Please share your insights on Gladly and leave us a review on G2 Crowd.
