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Connector Improvement: Gladly connector: Add Contact Center Performance Data API sources

Completed
David Kim User

The ContactExportReport, AgentSummaryReport, and Work Sessions Report all provide numerous business critical metrics that we currently use regularly to measure performance. These metrics are extremely complex to calculate from the raw data that would require a lot of engineering resource to build and QA, when it is already available directly from Gladly's API. Contact Center Performance Data APIs

Also "Contact" is a key concept in Gladly that is missing in the existing connector without the ContactExportReport data. Without this data, we don't have clear visibility into our Agents' engagement with customers.

  • A Contact is a phone call, a chat session, a messaging session, an email, or a voicemail. Contact can be an Inbound (started by the Customer) or Outbound (started by Agents) activity.
  • A Contact can contain one call or multiple messages (individual chat messages, SMSs, etc.)
  • The linear sequence of Contacts and Tasks, and their Assignment and Routing actions, comprises the Conversation timeline.

 

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1 comment

Date Votes
  • Official comment
    Syead Mujtaba Imam Rizwi Fivetranner

    Hi David,

    Thank you for your insightful feature request regarding the ContactExportReport, AgentSummaryReport, and Work Sessions Report. I’m pleased to inform you that the feature has been successfully implemented, enhancing our connector to include these critical metrics from Gladly's API.

    You can find detailed information about this update in our release notes: https://fivetran.com/docs/connectors/applications/gladly/changelog#november2024.

    We appreciate your valuable input and look forward to your continued engagement with Fivetran.

    Best regards,  
    Syead Mujtaba Imam Rizwi