The Customers Helped report can help you understand how many unique Customers are helped (instead of the number of Contacts made). This can then help you understand how many Customers are helped over a period of time.
How Data in the report is measured #
The report is measured by the following:
- Grouped by Customer.
- Data is time anchored using ‘Contact fulfilled at‘ in the UI.
Metrics used for the Customer Helped report #
Click on the description to review the definition of each metric and how it’s used to calculate data.
|Date||Time during which the Customer had at least 1 Contact fulfilled.|
|Customers||The count of Customers with at least 1 Contact fulfilled by the Agent.|
|Agent||Agent who fulfilled at least 1 Contact for the Customer|
|Helped||The number of Customers with at least 1 Contact fulfilled.|
How the Customers Helped report is filtered #
Use these filters to modify the data in your report. Using a combination of filters will also provide more targeted results. You can learn more about filters here.
- When filtering by date in the Gladly UI, the report will list all Customers who have been helped using the Contact fulfilled at time anchor.
- When changing the rollup filter (e.g., Daily), the report will show you Customers that were helped for each day based on your Date filter. For example, if your Date filter is Aug 8-10, and the rollup is Daily, then you’ll see Customers that were helped on Aug 8, 9, and 10.
- The Inbox filter narrows Inbox where the Customer was considered helped.
How to use the Customer Helped report #
The Customer Helped report can provide multiple data points based on how you slice and dice the data. Below are a couple of examples:
|How many Customers did we help for a particular week?||Select the desired date/rangeSelect the ‘Weekly’ as the rollupSelect a specific Inbox or use ‘All Inboxes’ Use the Date column (separated by week) and the Customers column to see the number of Customers helped.|
|How many Customers did we help in a particular Inbox on a specific date?||Select the specific dateSelect ‘Daily’ as the rollupSelect the specific Inbox you would like to report onUse the Customers column against the Date to see the number of Customers helped.|
If my Contact is fulfilled, but an Agent does not actually help the Customer (e.g., the Conversation is fulfilled using an auto-close rule), does the Customer still show up as a Customer Helped entry?
The Customer will count toward an Agent’s Customers Helped total if the Agent sent a message or responded to a phone call regardless of how the Contact was ended.