Connector Database / Gladly
Analyze your Gladly data with AI
Build interactive dashboards, generate automated reports, and unlock business intelligence insights from your Gladly data with AI-powered assistant.
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Start with a question
Generate automated reports and business intelligence insights from your Gladly data—as fast as you can ask them.
Build dashboards and data visualizations
Transform your conversation into dynamic data visualizations on an intuitive data canvas.
Integrate all your data
Unify your Gladly data with DuckDB-powered data warehouse including Quickbooks, HubSpot, Attio and Salesforce.
Available Gladly Data
Extracts Gladly customer service data via the Export API, including agents, customers, teams, and detailed conversation items across channels (chat, SMS, phone, voicemail, email, social). Also retrieves export job metadata and a Conversation Timestamps report. Enables analysis of support volume and timelines, agent activity, conversation content by channel, and topic/tag usage.
Conversation
A customer support case spanning one or more channels; used to track lifecycle metrics like first response, handle, and resolution times, reopen rates, and SLA compliance.
Interaction
The granular conversation item (message, call, voicemail, email, social DM, note, status or topic change) that captures what happened, when, on which channel, and by whom; enables channel mix, volume, and agent activity analysis.
Agent
Support team members handling conversations; used to analyze productivity, workload, occupancy, and performance by person or role.
Customer
Profiles of people receiving support; supports segmentation, cohort analysis, and understanding issues and outcomes by customer attributes.
Topic
The taxonomy of tags applied to conversations to classify intent and issue type; enables topic volume, trend, and root-cause analysis.
Team
Organizational grouping of agents; used for staffing, queue coverage, and performance comparisons across groups.
Authentication Required
Uses your Gladly username and password via HTTP Basic authentication over HTTPS
Getting started with
Gladly Analytics & Business Intelligence
Connect your Gladly data
Connect to Gladly once and automatically sync data to your centralized data warehouse for real-time reporting and analytics.
Build business intelligence models
Create automated reports, dashboards, and data visualizations with customizable business logic and AI-powered insights for consistent analytics across your organization.
Generate reports and insights
Create interactive dashboards, automated reports, and data visualizations with AI-powered business intelligence. Share live analytics and scheduled reporting with your team.
Want to see how easy it is to get started?
Gladly usersDefinite
People love Definite because it lets you focus on what matters. Setting up your own data infrastructure doesn't make your beer taste better. Skip the tedium and start at analytics.
I was leading the efforts of setting up a business intelligence function. I was surprised how complex this all was to do even today. It's something that every tech company would need at some point but it hasn't been simplified. You need a whole team focused on building a data warehouse, setting up the right pipelines, and then integrating a BI tool on top.Definite wasn't only the answer to this problem, it tackled the next problem I knew I'd have as soon as the BI tool was ready — how do we get non-technical teams and people to learn and utilise such a tool.
Our analytics before Definite consisted of dozens of Excel sheets that took hours to update. Manual updates led to errors. Everyone questioned the accuracy of the numbers. Many people just stopped looking at the reports.After Definite, everything ran like clockwork.We immediately saved thousands of dollars per month in the time spent updating reports and have built strategies (e.g. improved ROI on ad spend, inventory management, etc.) on the data that will yield millions to our bottom line.
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