June 28, 2022 #
What’s Shipped #
Insight Builder: New Metrics for Agent Metrics and Conversation Metrics
Analysts will now see some of the existing metrics available in a new format (hh:mm:ss), which lets you visually plot time durations while still retaining the legibility of hours, minutes, and seconds.
- Agent Metrics:
Available Time (hh:mm:ss)section: Any, Mail, Messaging, Task, VoiceStatus Time (hh:mm:ss)section: Logged In Time, Away Time, Active Time
- Conversation Metrics:
Duration - Average (hh:mm:ss)section: Average Conversation Handle Time ,Avg Created-to-First Closed Time , Avg Created-to-Last Closed Time
What’s Coming #
New ‘Text-Matching’ Condition: Words
A new way to do text-matching in Rules and People Match is coming soon! Words will allow Administrators to capture whole words without resorting to RegEx, which requires more technical knowledge to implement and master. For example, ask is contained in basketball and task but sometimes, you may only want a Rule or Boost to fire if the Customer says can I ask you something? and not I like basketball — Words can certainly help with similar use cases.
Refreshed Color Scheme for Gladly Reports
A refreshed color scheme will soon come for all OOTB Reports. This upcoming update is cosmetic and will not affect reporting data.
Two New Reports Dashboards
We’re ecstatic to announce that the highly anticipated out-of-the-box reporting dashboards are coming soon! These dashboards will provide performance glimpses of the most commonly used reports and display Key Performance Indicators (KPI) metrics in Gladly.
Two OOTB dashboards are coming: Daily Trends and Coaching Dashboards
- Daily Trends – Designed for contact center managers and decision-makers, it provides insight into how the entire contact center is doing for the day.
- Coaching Dashboard – Provide people managers easy access to Agent metrics for coaching and opportunity reasons.
Check out the video below for a short overview. Stay tuned!
Attention Administrators: Entry Points Enhancement
We’re reimagining the Channel Entry Points settings UI and UX making it simpler and easier to manage Channel Entry Point configurations.
UI/UX may change
To help Gladly Administrators prepare and better understand the upcoming changes, we created the supporting materials below you can review in advance.
While this is an exciting update that promotes operational efficiency, the upcoming transition to the new experience doesn’t require immediate action on your end, so you can take your time to get acquainted with the new Entry Points UI/UX. Stay tuned!
Release Schedule Update
Please note that we are not releasing product updates the week of July 4 in observance of the Independence Day holiday. We’ll resume regular product updates the week after. If you’re closed on Monday, July 4th, ensure your Channels like IVR and chat are properly configured. See the Holiday Preparation Checklist for details.
Reporting Structure Maintenance
We’re upgrading the software and infrastructure that power Gladly Reports on July 6 at 7 PT. The maintenance window will last around 30 minutes. During this time, please note that reporting data will be delayed an additional 30 minutes but will return to regular latency times after the upgrade.
Resolved Issues #
Incorrect Reporting of ‘Talk Time’ Metric in Contact Export – The “Talk Time” metric incorrectly included non-voice Contacts in the Contact Export. This is now fixed.
Agent Liveboards Displaying Incorrect Agent Status – We resolved an issue with Agent Liveboards that displayed Agents’ prior Away status instead of their current Active status
Don’t Miss Out #
RESOURCES
4-week Holiday Customer Service Challenge
The holidays are a crazy time, and most brands wish they were a little more proactive in getting their processes and systems in order before the holiday rush. Sign up for Gladly’s Customer Service Challenge to transform your contact center so the holiday season can truly be merry and bright for your team and Customers.
REVIEWS
You’re in good company
We’d love to hear from you – please share your insights on Gladly.
Please leave us a review on G2 Crowd Here
June 21, 2022 #
What’s Shipped #
Filter Users by Status
In Production this week, you can quickly find users based on their status through the new User Status filter feature. You can find users with the following filters: Active, Deactivated, Invite Expired, or Invite Sent.
New Quick Starts for Insight Builder
Insight Builder Analyst users gain access to three new Quick Starts this week for the Task Metrics dataset: Task Summary, Tasks Created, and Tasks Closed.
Inbox Deactivation Warning
A message will now appear on the Inbox settings page for Inboxes linked to at least one Entry Point. To deactivate an Inbox, you must first unlink the Inbox from any Entry Point, which will unlock the deactivate button.
What’s Coming #
Release Schedule Update
Please note that we are not releasing product updates the week of July 4 in observance of the Independence Day holiday. We’ll resume regular product updates the week after. If you’re closed on Monday, July 4th, ensure your Channels like IVR and chat are properly configured. See the Holiday Preparation Checklist for additional details.
Attention Administrators: Entry Points Enhancement
We’re reimagining the Channel Entry Points settings UI and UX making it simpler and easier to manage Channel Entry Point configurations.
UI/UX may change.
To help Gladly Administrators prepare and better understand the upcoming changes, we created the supporting materials below you can review in advance.
While this is an exciting update that promotes operational efficiency, the upcoming transition to the new experience doesn’t require immediate action on your end, so you can take your time to get acquainted with the new Entry Points UI/UX. Stay tuned!
Resolved Issues #
Analyst Users Unable to Log In – We fixed an issue that prevented ‘Analyst’ only user roles from logging into Gladly.
Don’t Miss Out #
RESOURCES
4-week Holiday Customer Service Challenge
The holidays are a crazy time, and most brands wish they were a little more proactive in getting their processes and systems in order before the holiday rush. Sign up for Gladly’s Customer Service Challenge to transform your contact center so the holiday season can truly be merry and bright for your team and Customers.
PRODUCT
New Conversation Workflow Settings
A reminder that there are three new settings on the Conversation Workflow settings page that remove the need to contact Gladly Support to configure.
- Conversation Reopen Window – Change the time frame in which a Customer can reopen a closed Conversation before a new one is created.
- Require Topics – If activated, a Conversation cannot be closed (The Close button is not clickable) unless at least one Topic is selected.
- Task Routing Window – Configure the length of time Tasks appears on the My Customer list relative to their due date.
June 14, 2022 #
What’s Shipped #
New Conversation Workflow Settings
There are three new settings on the Conversation Workflow settings page that remove the need to contact Gladly Support to configure.
- Conversation Reopen Window – Change the time frame in which a Customer can reopen a closed Conversation before a new one is created.
- Require Topics – If activated, a Conversation cannot be closed (The Close button is not clickable) unless at least one Topic is selected.
- Task Routing Window – Configure the length of time Tasks appears on the My Customer list relative to their due date.
New Shopify Actions Feature
Without leaving Gladly, Agents can now quickly view the Financial Status of orders in the Order Card, whether the order is paid, refunded, partially refunded, etc.
Remember, you must have Actions activated to take advantage of any Shopify Actions features.
Basic Lookup Shopify Enhancement
Give your Agents the option to manually look up and link Customers to a relevant Shopify instance using an order number if automatic linking did not occur. The Order Number field appears upon selecting a Shopify instance to search in the Link Customer to External System page.
ACTION REQUIRED
Administrators must add Order Number as a Search Query Attribute by editing the Shopify App settings to allow Agents to do a basic lookup search by order number. Enter “order” as Attribute and “Order Number” as Label.
Klaviyo Restricted Keywords
Gladly notifies Klaviyo whenever a Conversation is opened or closed in Gladly so Klaviyo knows when to send (or not to send) emails to a Customer. With the new Restricted Keywords feature, any email addresses containing a restricted keyword will not be forwarded to Klaviyo. For example, retale as a restricted keyword will block forwarding all Conversation notifications from [email protected] to Klaviyo.
Regex Validation Error
In Rules and other configurations that allow RegEx as a Condition, you will no longer be able to save a Condition if it contains invalid RegEx. An error will appear with information on what’s causing the failure. We suggest using tools like Rubular to test RegEx.
What’s Coming #
Filter Users by Status
In Sandbox this week, you can quickly find users based on their status through the new User Status filter feature. You can find users with the following filters: Active, Deactivated, Invite Expired, or Invite Sent.
Entry Points Enhancement
We’re reimagining the Channel Entry Points settings UI and UX making it simpler and easier to manage Entry Point configurations.
UI/UX may change.
To help you and Gladly Administrators prepare and better understand the upcoming changes, we created the supporting materials below you can review in advance.
While this is an exciting update that promotes operational efficiency, the upcoming transition to the new experience doesn’t require immediate action on your end, so you can take your time to get acquainted with the new Entry Points UI/UX. Stay tuned!
Resolved Issues #
‘Audience’ Filter Not Maintained After Page Refresh – We fixed a bug that caused the selected Audience filter in the Answer Pane not to maintain if the page is refreshed.
Don’t Miss Out #
RESOURCES
4-week Holiday Customer Service Challenge
The holidays are a crazy time, and most brands wish they were a little more proactive in getting their processes and systems in order before the holiday rush. Sign up for Gladly’s Customer Service Challenge to transform your contact center so the holiday season can truly be merry and bright for your team and Customers.
Connect Learning
People Match Classroom Session Recording
Did you miss last week’s People Match Scenarios and Common Questions Classroom session? If you did, don’t worry! You’ll find the recording in Connect Learning .
Connect Learning
Shopify and Gladly Integration Enhancements
By combining the power of the world’s most popular eCommerce platform with the retail industry’s leading contact center technology, your Support Heroes will be able to help customers faster and boost satisfaction like never before. Join us on Wednesday, June 15th at 10 AM PT/1 PM ET for this month’s customer webinar.
June 7, 2022 #
What’s Coming #
New Conversation Workflow Settings
Coming soon to the Conversation Workflow settings page, there are three new settings you’ll be able to control that you currently need Gladly Support to configure.
- Conversation Reopen Window – Change the time frame when a Customer can reopen a closed Conversation before a new one is created.
- Require Topics – If activated, a Conversation cannot be closed (The Close button is not clickable) unless at least one Topic is selected.
- Task Routing Window – Configure the length of time Tasks appears on the My Customer list relative to their due date.
Stay tuned for future updates!
More Shopify Actions Features
We have two upcoming enhancements coming to Shopify Actions.
- Search Customer by Order Number – Allow Agents to manually look up and link Customer data from Shopify using an order number.
- See Financial Status – At a glance, see an order’s financial status, like if the order is paid, refunded, and other payment statuses.
We’ll let you know as soon as these are generally available. Also, don’t forget to register for the Shopify Enhancements webinar on Wednesday, June 15th at 10 AM PT/1 PM ET to learn more about these upcoming enhancements.
Resolved Issues #
Missing Data for Declined and Missed Contacts/Calls by Agent – We fixed a bug that caused the Declined and Missed Calls by Agent and Declined and Missed Contacts by Agent report to stop reporting data after June 1, 2022. The aforementioned reports are now up to date with the latest data.
Self-Service Handoff URL Truncated – Previously, URLs that appeared on the Self-Service Handoff for Sidekick were truncated. Going forward, URLs are displayed in full to make it easy to decipher links a Customer opened before starting a chat.
Sidekick Self-Service Search Character Minimum – We resolved a bug that allowed a Sidekick search to kick off with search terms containing less than three characters.
Don’t Miss Out #
Connect Learning
People Match Scenarios and Common Questions Classroom Session
Since its introduction, People Match has helped many of you learn new ways to provide elevated service by prioritizing certain Customers to the best Support Hero that can help them. Join us on June 9, 10 AM PT, for a classroom session to discuss scenarios People Match could help solve and hear us discuss and answer questions we frequently receive about People Match.
Connect Learning
Shopify and Gladly Integration Enhancements Webinar
By combining the power of the world’s most popular eCommerce platform with the retail industry’s leading contact center technology, your Support Heroes will be able to help customers faster and boost satisfaction like never before. Join us on Wednesday, June 15th at 10 AM PT/1 PM ET for this month’s customer webinar.
PRODUCT
Subscription Transactions
Gladly now supports Subscriptions as a new transaction type for custom Apps built via the Lookup Adaptor. Heroes will be able to view a Subscription card on the Customer Profile that includes details like the Status, Billing Frequency, Cancellation Reason, and more. Customers with subscription businesses will be able to provide an even better-personalized experience for their Customers!
