Reports and Insights

A support team is only as good as the insights they can gather and act upon — which is why Gladly grants its users access to ready-to-use, out-of-the-box (OOTB) reporting, as well as to our flexible Insight Builder add-on. With OOTB reporting, teams using Gladly can hit the ground running and get answers to pointed questions based on a specific scenario, like Agent Away Time or Abandoned Calls in IVR. Teams can also use Insight Builder to build reports as they see fit. Insight Builder offers an additional layer of flexibility because it allows you to mix and match metrics and use different Time Anchors, instead of using fixed Time Anchors like in OOTB Reporting. Explore both types of Reporting, as well as best practices, FAQs, and troubleshooting for them in Gladly.