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Dashboard Notifications

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About Dashboard Notifications

Have you ever wished that your CX program would just tell you when you need to step in and take action? You can set up notifications to alert you when there’s  significant change in your dashboard metrics, allowing you and your team to action these changes accordingly.

Customize the alerts being sent to your stakeholders by going to your Dashboard’s settings and selecting Notifications.

Notifications tab of the Dashboard settings

Qtip: You may need to scroll down the notification editor to see all of the options.
Attention: If you don’t see this feature in your account and would like access, reach out to your Customer Success Representative.

Types of Notifications

There are three kinds of notifications you can set up.

  • Threshold notifications: Alert the appropriate teams when a metric goes above or below a specified threshold within a given period of time.
  • Relative Check: Alert the appropriate teams when a metric has a positive or negative change in either direction, based on a dynamic threshold.
  • Trending Detection: Keep appropriate teams updated on emerging topic trends in open-ended feedback.

The reference window for data included in comparisons is based on the frequency you choose. Daily compares the last day’s data to the average of the last 7 days, Weekly compares the last week’s data to the last 28 days, and Monthly compares the last month’s data to the last quarter.

Setting Up Threshold Notifications

Threshold notifications are meant to notify the appropriate users when a metric goes above or below a specified threshold, within a given period of time.

  1. Click Add notification.
    Add notification button in blue, left. Opens a menu that hovers on the right with the fields described in the following steps
  2. Select Threshold notification.
  3. You will have the following options for Metric:
    • NPS: The Net Promoter® Score of the selected field. You will only be notified if the change from the threshold is significantly different, with a 95% confidence.
    • Count: The number of responses a field / question received. E.g., if you want to be alerted when your CSAT question has more than 100 responses for the past week.
    • Average: The average of the selected field. You will only be notified if the change from the threshold is significantly different, with a 95% confidence.
    • Top / Bottom Box: Track when a certain proportion of responses are in the top or bottom box of a scaled question. You will be asked to set the minimum range and the maximum range of the box you are tracking. This calculates the proportion of responses in that specified range compared to the total responses and will set a threshold based on that proportion. Top / Bottom Box is only meaningful when working with a scaled question, e.g., rating satisfaction on a scale from 1 to 7, CSAT, NPS, CES, and so on.
      Example: In this screenshot, we’re using an NPS value as an example. We want to know if we get more than 30 detractors in a week’s worth of data. We know detractors (our “bottom box”) score from 0 to 6 out of 10 on an NPS. So our minimum range is 0, and our maximum range is 6. The threshold is 30, because we want to know when we get more than 30 detractor responses in a week.
      image of a dashboard notification set to send a notification when more than 30 detractor scores are recorded in a week
  4. If you selected a metric other than Count, select the field you want to detect changes in. You have the following options:
  5. Click Next.
  6. Select how frequently you want recipients to be alerted.
    the fields described in the steps are in the menu to the right
  7. Choose whether you want this change to be above or below a certain threshold.
  8. Enter the value of the threshold.
  9. If desired, set a minimum sample size the data must meet before recipients are notified.
  10. Click Next.
  11. Select the users you want to send these notifications to.
    Field for entering usernames. Next button is white, on the bottom, above the blue Save button

    Qtip: Any user in your brand can be selected here, regardless of whether they have access to this dashboard.
  12. Click Next.
  13. If you’d like to add a filter to this data, you can use any of your dashboard’s saved filters.
    Field for selecting from a list of filters
  14. Click Save.

Setting Up Relative Notifications

A Relative notification is meant to notify the appropriate users when a metric has a positive or negative change in either direction, based on a dynamic threshold.

  1. Click Add notification.
    Add notification button in blue, left. Opens a menu that hovers on the right with the fields described in the following steps
  2. Select Relative notification.
  3. You will have the following options for Metric:
    • NPS: The Net Promoter® Score of the selected field. You will only be notified if the change from the threshold is significantly different, with a 95% confidence.
    • Count: The number of responses a field / question received. E.g., if you want to be alerted when your CSAT question has more than 100 responses for the past week.
    • Average: The average of the selected field. You will only be notified if the change from the threshold is significantly different, with a 95% confidence.
    • Top / Bottom Box: Track when a certain number of responses are in the top or bottom box of a scaled question. You will be asked to set the minimum range and the maximum range of the box you are tracking. This calculates the proportion of responses in that specified range compared to the total responses and will set a threshold based on that proportion. Top / Bottom Box is only meaningful when working with a scaled question, e.g., rating satisfaction on a scale from 1 to 7, CSAT, NPS, CES, and so on.
  4. If you selected a metric other than Count, select the field you want to detect changes in. You have the following options:
  5. Click Next.
  6. Select how frequently you want recipients to be alerted.
    the fields described in the steps are in the menu to the right
  7. Fill out the Absolute Threshold if you want this change to be above or below a certain threshold.
    Qtip: You can leave the Absolute Threshold blank, or you can fill out both an Absolute Threshold and a Percentage Relative Threshold.
  8. Fill out Percentage Relative Threshold with the percentage of the change you wish to track. If you want to be alerted of a 2% change, enter 2. If you want to be alerted of a 50% change, enter 50.
    Qtip: You will be alerted of both positive and negative changes that match or exceed this percentage.
  9. If desired, set a minimum sample size the data must meet before recipients are notified.
  10. Click Next.
  11. Select the users you want to send these notifications to.
    Field for entering usernames. Next button is white, on the bottom, above the blue Save button

    Qtip: Any user in your brand can be selected here, regardless of whether they have access to this dashboard.
  12. Click Next.
  13. If you’d like to add a filter to this data, you can use any of your dashboard’s saved filters.
    Field for selecting from a list of filters
  14. Click Save.

Trending detection notifications are meant to track popularity trends in Text iQ topics. If certain topics come up again and again in open-ended feedback, this notification can alert you of those changes.

Qtip: Before you can track trends, make sure you’ve performed text analysis in your dashboard.
  1. Click Add notification.
    Add notification button, blue, left middle of screen. The monitor customizer opens to right and has the fields described, but the type of notification is listed below the field you are selecting
  2. Select Trending detection notification.
  3. Select the field you want to detect changes in. You can add any Number Set, Multi-Answer Text Set, or Text Set fields that are mapped in the dashboard data. We recommend you add Topics or Sentiments you have mapped in the dashboard.
  4. Click Next.
  5. Select how frequently you want recipients to be alerted.
    Options for frequency of communication. Next button in white above Save button
  6. Fill out the Absolute Threshold if you want the number of responses to this field to be above or below a certain number.
    Qtip: You can leave the Absolute Threshold blank, or you can fill out both an Absolute Threshold and a Percentage Relative Threshold.
  7. Fill out Percentage Relative Threshold with the percentage of the change you wish to track. If you want to be alerted of a 2% change, enter 2. If you want to be alerted of a 50% change, enter 50.
    Qtip: You will be alerted of both positive and negative changes that match or exceed this percentage.
  8. If desired, set a minimum sample size the data must meet before recipients are notified.
  9. Click Next.
  10. Select the users you want to send these notifications to.
    Field for selecting users

    Qtip: Any user in your brand can be selected here, regardless of whether they have access to this dashboard.
  11. Click Next.
  12. If you’d like to add a filter to this data, you can use any of your dashboard’s saved filters.
    Save button in blue
  13. Click Save.

Notifications

Qtip: To learn how individual users can manage which in-account and email notifications they are subscribed to, see the linked support page.

Regardless of whether you add a filter to the notification, the data shared by these notifications is restricted by user and role-level permissions, just like the user’s dashboard view. Each user will only see what you have configured them to see.

Alerts are distributed as emails on the frequency specified in each notification. Instead of sending multiple emails for multiple notifications, you will get a digest with an overview of the changes to all your dashboard notifications.

Daily emails

Once a significant change matching the conditions of the alert has been detected, the recipients of the alert will receive an email at the address connected to their account. The email will give the current value of the chosen metric, the threshold, the amount of change, and a directional (positive or negative) percentage of change. There will also be a button the recipient can use to log into the dashboard.

Example of the email you receive

Weekly and monthly notifications

Weekly and monthly notifications come in the form of summaries, complete with graphs showing changes and trends. In this section, we’ll go over some of the information that might be included in a weekly or monthly digest.

The section Your account at a glance shows significant changes for each of the notifications you have set up. The bar charts in this section are broken out by date – if this is a weekly digest, you’ll see change by day of the week; if this is a monthly digest, you’ll see it broken out by week; and so on.

"Your account at a glance;" 3 bar graphs showing how metrics have changed over the week

The bar chart below illustrates how a Trending Detection notification displays data.

Bar graph with alternating blue and gray bars displaying a comparison of this vs. last week

The summary section displays a summary of significant changes that fit the rules set by an alert. You can click View all alerts to get a more specific list of these changes.

Breakdown in varying shades of blue

Alert activity covers all the notifications you have set up in your dashboard. For each notification, you can see the dashboard fields being tracked, the saved filters applied, the total number of responses this field received, responses received this week (or month, etc.), responses received last week (or month, etc.), and the percent change from one time period to another. Only the first three notifications will be displayed – to view more, click View all.

Table listing all notifications

Removing & Editing Notifications

Once you’ve created a notification, you can use the edit button to change any of its settings, or you can click the X to delete it.

Icons are to right of notifications listed in center of page; pencil for edit, X for delete

Attention: Once a notification is deleted, it is irretrievable. Only delete a notification if you are absolutely sure you will never use it.

There is no way to temporarily turn a notification off.