Knowing your number of users and roles assigned will help you understand your monthly billable users. Review the Invoices and Billing Overview help doc to learn how billing works.
In Gladly, Event determines whether a user is classified as a Support User. If they are not a Support User, the additional Task-related actions are used to classify them as a Task User. All of the events are presented in a Timestamp report (i.e., Contact Timestamps, Conversation Timestamps, Task Timestamps, Agent Timestamps), but most of them are rolled up as metrics in the Agent Summary report.
| Used Category | Metric | Channel | Event |
| Support | Contact Started – Phone Call | Phone Call | Contact Started |
| Support | (Not in Agent Summary; available in Contact Timestamps report) | Phone Call | Contact Joined |
| Support | Contact Accepted – Phone Call | Phone Call | Contact Accepted |
| Support | Message Sent | Email, Messaging, Social Messaging, etc. | Contact Message Sent |
| Task | Task Due Date Updated | Task Due Date Up | |
| Task | Task Content Updated | Task Content Updated | |
| Task | Task Reopened | Task Reopened | |
| Task | Task Closed | Task Closed | |
| Task | (Not in Agent Summary; available in Task Timestamps report) | Task Assignee Updated | |
| Task | Task Created | Task Created | |
| Task | Task Commented On | Task Comment Added |
