Gladly Hero

Documentation highlights

  • Visit the release notes to see what’s new in Gladly.
  • Stay up-to-date on the latest features and improvements to Glady Hero and Gladly Sidekick by signing up to receive weekly product updates.
  • Use Ctrl + 'click link' (Windows) and ⌘ + 'click link' (Mac) to open links in a new tab without leaving the page.

Reports 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.
Reports Key Concepts OOTB Reports and Dashboards Insight Builder

Contact Support

Can’t find the answer you need? Get in touch with the Gladly Support Team for assistance.

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