Advanced Data Integrations

Background #

Gladly has a variety of different APIs to get advanced workforce and Customer journey data.

You can get this data:

• Via the UI – for ad-hoc analysis. A limited subset of metrics may be available for download via the UI
• Via the API – for advanced integrations (e.g.: a WFM vendor)

Goals #

Understand and integrate with tooling for advanced data integrations, as needed.

Estimated Effort #

1 – 2 hours to familiarize basic reports

Step-by-Step Tutorial & Best Practices #

If you need more specific guidance on data integrations, please contact your implementations team if not included in the SOW.

In general, best practices are:

• Use the Data Export API to power information about the Customer journey, but not for WFM purposes.
• Use the WFM API for pre-calculated metrics on handle time and historical performance.
• Use the Events API for real-time adherence metrics (e.g.: Away time, login time, logout time).
• Use the Reports API for other ad-hoc pre-calculated metrics that the WFM API may not give you (e.g. FCR).