Dashboard Workflows

About Dashboard Workflows

In your dashboard settings, there’s a page where you can create workflows, giving you a space to store automated tasks relevant to your CX program. Set up notifications to alert you and your team when there’s a significant change in your dashboard metrics, so you can keep an eye on performance trends and take action when necessary.

Using Dashboard Workflows

Like other dashboard settings, only dashboard administrators can create and edit dashboard workflows.

1. Open your dashboard. You can access workflows from any type of dashboard, including:
   • CX Dashboards
   • Results Dashboards
   • Engagement
   • 360
   • Lifecycle
   • Pulse
   • Ad Hoc Employee Research
   • BX
2. Go to dashboard settings.
   
3. Select Workflows.
   
4. Create any kind of workflow, including:
   • AI-Generated Workflows
   • Event-Based Workflows
   • Scheduled Workflows
   • ETL Workflows
5. Create a workflow from one of the provided templates.
6. View a list of your workflows saved to this dashboard.
   
7. View the dashboard workflows’ run history.
8. View the dashboard workflows’ revision history.

Creating Metric Change Notifications

Once fields are mapped to your dashboard, you can base notifications off of them. Here are the most important components of a dashboard notification that identifies metric changes:

• Calculate metric task: Set up automated workflows based on changes to a dashboard metric over a selected time period. The resulting calculation can be used to trigger other tasks within your workflow, such as communications.
  Example: You compare your dashboard’s Satisfaction metric over the last 7 days vs. the previous 14 days. When it’s lower than expected, you trigger a series of communications.
  Qtip: You can add filters to your metric while setting it up! That way you can make calculations based on a subset of data.
• Conditions: Determine the thresholds that should be met before the next steps happen in your workflow. If you exclude a condition, you can create a general notification showing metrics for the week (e.g., a digest).
  Example: Only notify your team over Slack if average satisfaction is less than 4 points.
  
  Example: Only notify your team over email if average satisfaction increased by 3 or more points.
  

• Assorted communication tasks: Notify your team about this metric over an assortment of channels. For example:
  • Email
  • Slack
  • Microsoft Teams
  • Notification in the Qualtrics product

Breaking Out Notifications by Groups

To create new notifications that are broken out by different groups, we recommend creating separate workflows for each group. If you copy workflows, you’ll only have to make a few small edits to each version.

For example, let’s say we want to let managers know about their region-specific satisfaction trends.

1. Make sure your dashboard data is mapped and recoded. See details on the Calculate Metrics Task page.
2. Create a scheduled workflow with a calculate metric task.
3. Filter the calculate metric task.
   
   Qtip: For a dashboard dataset, select Question to find all mapped fields.
4. Select your first region, e.g., “North America.”
5. Add a communication task, such as an email task. Make the recipient the North American managers.
   
6. Once the workflow is complete, copy it.
   
7. In the copy, change the calculate metric’s filter to a different region, and change the recipients of the email task. Everything else stays the same.
8. Repeat these steps. At the end, you should have a workflow for each region you want to notify.
   

Text Analytics Notifications

You can automate workflows based on topics, sentiments, and actionability in customer feedback. See TextFlow for more details.