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Contact UsReports and Insights
A support team is only as good as the insights they can gather and act upon — which is why Gladly grants its users access to ready-to-use, out-of-the-box (OOTB) reporting, as well as to our flexible Insight Builder add-on.
With OOTB reporting, teams using Gladly can hit the ground running and get answers to pointed questions based on a specific scenario, like Agent Away Time or Abandoned Calls in IVR.
Teams can also use Insight Builder to build reports as they see fit. Insight Builder offers an additional layer of flexibility because it allows you to mix and match metrics and use different Time Anchors, instead of using fixed Time Anchors like in OOTB Reporting.
Explore both types of Reporting, as well as best practices, FAQs, and troubleshooting for them in Gladly.
With OOTB reporting, teams using Gladly can hit the ground running and get answers to pointed questions based on a specific scenario, like Agent Away Time or Abandoned Calls in IVR.
Teams can also use Insight Builder to build reports as they see fit. Insight Builder offers an additional layer of flexibility because it allows you to mix and match metrics and use different Time Anchors, instead of using fixed Time Anchors like in OOTB Reporting.
Explore both types of Reporting, as well as best practices, FAQs, and troubleshooting for them in Gladly.
Reports Key Concepts
- Metrics Glossary
- Report Concepts
- Metrics in Detail
- Metric Attribution
- Time Anchors
- Datasets
- Data Dictionary
- Workforce Management (WFM) Key Metrics
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OOTB Reports
- Agent Summary
- Agent Timestamps
- Agent Durations
- Agent Away Time
- Agent Login Time
- Agent Summary Glance
- First Contact Resolution by Agent
- Payments by Agent
- Work Sessions
- Channel Mix
- Contact Export
- Contact Summary (New)
- Contact Summary Counts
- Contact Summary Durations
- Contact Timestamps
- Channel Wait Time (New)
- Abandoned Calls in IVR
- Auto-Throttle Missed Conversations
- IVR
- Payments Summary
- Proactive Voice Summary
- Topics
- Glad App Contact Points
- Auto-Throttle Changes
- Chat Display % Changes
- Quick Actions Usage
- Help Center Answer Search
- Help Center Answer Usage
- Glad App Answer Search
- Glad App Answer Usage
- Reports Sunsetting Overview
- Contact Export
- Contact Summary
- Inbound Contacts
- Operational Summary
- Channel Wait Time
- Active Conversation Handle Time (ACHT)
- Abandoned Calls
- Active Conversation Handle Time (ACHT) by Customer
- Active Conversation Handle Time (ACHT) by Topic
- Agent Utilization
- Channels in Multichannel Conversations
- Contacts by Agent by Channel
- Customers Helped by Channel
- Created and Closed Tasks by Agent
- Declined and Missed Calls by Agent
- Declined and Missed Contacts by Agent
- First Contact Resolution by Agent
- SLA Attainment by Channel
- SLA Percentile
- Topic Usage by Agent
- Transferred Calls
- Transferred Calls Received by Agent
- Transferred Calls Sent by Agent
- Channel Mix
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Get Started With OOTB Reports and Insights
List of OOTB Reports
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Agents
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Get Started With Insight Builder
Work With Insight Builder
- Create a Report With Insight Builder
- View, Edit, and Delete Shared or Personal Dashboards
- Add Existing Report To Other Dashboards
- Configure Dashboard Filters for Non-Analyst Users
- Insight Builder Features for Non-Analysts (Team Managers and Administrators)
- Merge Datasets
- Q. Why don’t I have the ‘Create a Report’ option?
- Q. Can I retrieve reports built using Insight Builder through API?
- Q. Why are filter options not populating when creating a report?
- Q. Why can’t I see anything else besides Insight Builder?
- Q. Can I convert a personal report as a shared report?
- Q. How often are dashboards refreshed with updated data?
- Q. Can I mix different datasets in a single report?
- Q. Who can access shared dashboards?
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General
Create Reports
