Visibility across all channels
Get a holistic view of what's happening across all your channels to understand which channels are most efficient or delivering the best customer experiences.
Monitor agent productivity
Track individual agent performance across all channels to uncover coaching opportunities and insights that help you staff your team more effectively.
Understand the customer experience
See what customers are talking about to improve self-service options and equip your agents with answers that improve the customer experience.
Get impactful insights that help you make strategic decisions around improving your contact center's performance and customer experience.
Agent Performance Reports
Spot opportunities for coaching and rewarding individual agents and teams.
Answers Optimization Reports
Identify ways to optimize your knowledge base to make agents more effective and productive.
Channel Performance Reports
See how individual channels are performing to best optimize all channels.
Customer Experience Reports
Gain an understanding of what your customers experience when they contact you.
Customer Insights Reports
Gain a deeper understanding of your customers to serve them more effectively.
Forecasting and Staffing Reports
Get visibility of inbound volume and agent activity for forecasting and scheduling.
Operational Performance Reports
Understand how your contact center is performing as a whole.
Self-Service Performance Reports
Realize the value of self-service and spot opportunities for optimization.
Have insights sent to your email inbox on a set cadence to track the progress of your business objectives and share with stakeholders outside of Gladly.
Detailed Report Guidance
Gain a comprehensive understanding of the reports with additional guidance and recommended best practices to help optimize the use of each report.
Check out our resources to start thinking radically personal
2022 Customer Expectations Report
Reimagining Customer Service To Drive Customer Loyalty and Revenue
The Retail Rebirth: Driving More Revenue in the Retail Economy
Discover what's on the horizon for the next retail revolution.