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Drill Down Hierarchies for CX Dashboards

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About Drill Down Hierarchies

When sharing a CX Dashboard, different teams and users may want different access depending on their role within a hierarchy. For example, you might run CSAT or NPS surveys every time a customer speaks to one of your agents, and then collect that data in a dashboard. You then may want to share that data with the agents themselves, their team leads, and their managers.

But each of these roles needs different access to the dashboard data. An agent should probably only see their own data, but the manager would want to see all data from their organization. The team lead would want to be able to see their own data as well as their agent’s data, and to compare their team to the organization as a whole; but a team lead should not be able to view other team leads’ data.

A hierarchy can be built for your dashboard with metadata, roles, and drill downs. Note that these hierarchies only apply to survey data as it appears in the dashboard, and cannot be used elsewhere in the platform.

Qtip: This support page is about CX Dashboards. It is unrelated to hierarchies in Employee Engagement. To learn more about Employee Engagement hierarchies, see the Employee Engagement Participant support pages.

Defining a Hierarchy

The first step to setting up drill down hierarchies is to determine your dashboard’s hierarchy. It helps to list who you plan on giving dashboard access, their teams, and their roles in the company. For this support page, we’re going to use the following example:

  • Barnaby Smith is a manager over two teams.
  • Team 1 is comprised of two agents: Mary Shelley and Stephen King.
  • Team 1’s team lead is Bram Stoker.
  • Team 2 is comprised of two agents: Charlotte Bronte and Emily Bronte.
  • Team 2’s team lead is Jane Austen.

Collecting Survey Data

The next step to setting up a drill down hierarchy is to ensure that when collecting data on how your agents performed, you don’t just want to tag the correct agent on the response, but also the agent’s team lead and manager.

For our example, you would need to include the following embedded data elements at the top of your survey flow:

  • Manager
  • Team Lead
  • Agent

Example: Stephen King is an agent on Team 1. His Manager is Barnaby Smith, his Team Lead is Bram Stoker, and his Agent is Stephen King. If a respondent were to rate their interaction with Stephen, their response report would look like this:

NPS and CSAT question about stephen. At the bottom are the agent, manager, and team lead fields

Qtip: The easiest way to set the values for a survey respondent’s embedded data is to use a contact list. The survey’s embedded data elements will read the values saved in the list when you email surveys, send personal links, or have respondents authenticate using the contact list. You can also use query strings to pass this information through a URL.
Qtip: You don’t have to use Manager, Team Lead, and Agent. If you prefer to organize by team, assign an ID to each agent, or even construct a longer hierarchy, that is fine. This example is just the most common setup.

Using a CSV as a Dashboard Source

Sometimes you may want to use  Imported Data as a CX Dashboard Source. When uploading your respondents’ data into the dashboard, make sure you include Manager, Team Lead, and Agent columns on each response.

To continue using the agents from the hierarchy we created earlier:

Subject of the Response Manager Team Lead Agent
The CSAT or NPS score the customer gave Mary Shelley Barnaby Smith Bram Stoker Mary Shelley
The CSAT or NPS score the customer gave Stephen King Barnaby Smith Bram Stoker Stephen King
The CSAT or NPS score the customer gave Charlotte Bronte Barnaby Smith Jane Austen Charlotte Bronte
The CSAT or NPS score the customer gave Emily Bronte Barnaby Smith Jane Austen Emily Bronte

Setting Up Roles

Navigate to the Roles section of the User Admin tab.

We are going to create a role for each level of access we want users to have, but not each team. In this example, we have a manager  (Barnaby), team leads (Bram and Jane), and agents (everyone else). So in the screenshot below, we made roles called Manager, Team Lead, and Agent.

To the left, Team Lead is selected as a role. In the Role in the center of the screen are Jane and Bram

Even though Bram and Jane belong to two different teams, we are going to add them both to the Team Lead role because they are both leads of their respective teams. Their rank / level in the team, not the team itself, is the basis of the role.

Qtip: You do not need to add the desired dashboard(s) to the role. The setup described on this page overrides the need to add a dashboard.

Defining Metadata

The next step is to define metadata. This allows us to determine what data each dashboard user will have access to.

To start, navigate to the Users section of the User Admin tab.

Attention: When there are changes to your hierarchy, be sure to add a value to the metadata using two colons ( :: ). This way the user has access both to historical and new data. For example, If Mary’s team lead changes from Bram Stoker to H.P. Lovecraft, her Team Lead metadata would be equal to Bram Stoker :: H.P. Lovecraft.

Managers

Search for the manager first, and click on his or her name.

Searching for a user and pointing to their name where you should click

In the Metadata tab, add a new metadata called Manager. Set the value equal to the manager’s name. Click Update to save changes.

Inside user info window, field for manager with same name entered

Qtip: Remember, metadata must match embedded data in the survey! Make sure you use the same spelling and capitalization throughout this project setup.

Team Leads

Search for a Team Lead. Add the metadata Manager and Team Lead.

Bram Stoker's Team Lead says Bram Stoker and his Manager says Barnaby Smith

Set Manager equal to their manager’s name. Then set Team Lead  equal to the team lead’s own name.

Agents

Search for an agent. Add the metadata Manager, Team Lead, and Agent.

Mary Shelley's Agent says her name, her team lead says Bram Stoker, her Manager says Barnaby Smith

Set Manager equal to their manager’s name and Team Lead equal to their team lead’s name. Then set Agent equal to the agent’s own name.

Now we’re ready to map the data into a drill down on the dashboard’s Dashboard Data.

Dashboard Data

This step will bring the hierarchy we’ve created into the dashboard, so it can be later used in filters.

  1. Go to your dashboard settings.
    gear icon at the top-right of a dashboard
  2. Click Dashboard Data.
    Add Field Group button in blue on bottom-left
  3. Click Add Field Group.
  4. Name your field.
    Window with described options
  5. Set the field type to Drill Down.
  6. Click Add Field Group.
  7. Type the name of the first field. Here, it’s Manager.
    Now we see a drill down in the dashboard data and there is another not mapped field indented below it
  8. Click Not Mapped.
  9. Select Add Embedded Data.
  10. Type Manager.
    Window opens over dashboard. Name field and blue add button
  11. Click Add.
  12. Click Add Field to Group.
  13. Repeat Steps 7-11 for each level of the hierarchy. Here, you want to finished with Manager, Team Lead, and Agent.
    All hierarchy levels indented under hierarchy drill down
  14. Click Save.

Configuring Dashboard Filters

Now that the hierarchy is mapped in the dashboard, we can configure the filters. Note that while this helps to ensure that only certain data comes through when each user visits the dashboard, it is not the final step.

Adding the Filter

  1. Open your dashboard and enter editing mode.
    edit page button looks like a pencil icon
  2. Click Add Filter.
    Opening a filter to select options
  3. Select the Hierarchy field.

Setting Default Attributes

While in our example scenario we want the manager to be able to filter for all the data, when they first log in, they probably just want to see their own team’s data. The following steps will ensure manager’s see team data by default.

  1. Make sure your dashboard page is still in editing mode.
    opening filter to the left
  2. Open your hierarchy filter.
    window opens over dashboard once that option is selected
  3. Under Manager, select the option Set default value from user attribute.
  4. From the dropdown, select the metadata Manager.
  5. Select Use User Attribute values directly.
  6. Click Save.

When Barnaby visits the dashboard, it will default to his teams’ data. However, he can view another manager’s data if he likes, or select All to see global NPS data.

Filter

Setting Data Restrictions

This is the final step of our project. Setting data restrictions ensures that only the appropriate users will have access to certain data when they visit the dashboard.

In this dashboard, we assume managers are allowed to see all data, even other managers’.

Team Leads

Let’s say team leads can see their teams’ data, their agents’ data, and their company’s aggregate data. However, they cannot see another team lead’s data, or data under a manager that is not theirs.

  1. Click to share the dashboard.
    Share window is open over dashboard
  2. Share with the Team Lead role.
  3. Select All Data.
  4. Select Add Restrictions.
    Blue option in center of yet another new window
  5. Select Team Lead.
    Options described are selected in newest window
  6. Select matches user attribute.
  7. Select Team Lead. This maps your metadata to your survey’s embedded data.
  8. Because we want team leads to be able to see aggregate data, keep Allow Rollup Data selected.
  9. Click Done.
  10. Click Save to share.
    Back to one layer of window with save in blue on bottom-right

When team leads log in, they will be able to use the filters to view individual agents’ data, but they will not be able to switch to a different manager or team lead’s data.

However, they will be able to change the Manager field to All, showing the whole organization’s data.

Filter

Agents

  1. Click to share the dashboard.
    All Data in blue center of sharing window
  2. Share with the Agent role.
  3. Select All Data.
  4. Select Add Restrictions.
    Blue option in center of yet another new window
  5. Select Agent.
    Line of fields filled out as described
  6. Select matches user attribute.
  7. Select Agent. This maps your metadata to your survey’s embedded data.
  8. Because we do not want agents to see anything but their own data, deselect Allow Rollup Data.
  9. Click Done.
  10. Click Save to share.

When an agent logs in, there will be a locked filter at the top of the dashboard, where Agent is set to their name. They will not be able to change that filter. Additionally, even if they select the hierarchy filter, they will not be able to see any other data, even if they select All for every field. The data is limited to their own.

Agent dashboard as described