Dashboard Workflows

Suite
Customer Experience Employee Experience Strategy & Research
Product
Qualtrics
What's on this page

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.

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

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
Go to dashboard settings.
Button shaped like a gear at the top of the dashboard
Button shaped like a gear at the top of the dashboard
Select Workflows.
workflows tab of dashboard settings
workflows tab of dashboard settings
Create any kind of workflow, including:
Create a workflow from one of the provided templates.
View a list of your workflows saved to this dashboard.
tabs along top of dashboard workflows page are highlighted: your workflows, run history, and revision history
tabs along top of dashboard workflows page are highlighted: your workflows, run history, and revision history
View the dashboard workflows’ run history.
View the dashboard workflows’ revision history.

Qtip: Once created on the Dashboard Workflows page, you can always find your workflows again through this page or through the global workflows search.

stand-alone workflows page with search bar highlighted
stand-alone workflows page with search bar highlighted
Qtip: In the next sections, we’ll show examples of common workflows that can be helpful for CX Dashboards. If you’d like more general instruction on workflows, see Workflows Basic Overview and Building Workflows.

Creating Metric Change Notifications

calculate metric task that results in an email
calculate metric task that results in an email

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.
    Condition as described
    Condition as described
    Example: Only notify your team over email if average satisfaction increased by 3 or more points.
    condition as described
    condition as described
Qtip: Use piped text in your communication task to show the metrics or metric changes you’re interested in. See more on the Calculate Metric Task page.

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.

Make sure your dashboard data is mapped and recoded. See details on the Calculate Metrics Task page.
Create a scheduled workflow with a calculate metric task.
Filter the calculate metric task.
Below the metric source, it says Filters - optional. This one is set up to say, question, Region, North America is selected
Below the metric source, it says Filters - optional. This one is set up to say, question, Region, North America is selected
Qtip: For a dashboard dataset, select Question to find all mapped fields.
Select your first region, e.g., “North America.”
Add a communication task, such as an email task. Make the recipient the North American managers.
calculate metric task that results in an email
calculate metric task that results in an email
Once the workflow is complete, copy it.
Dropdown next to a workflow on the main list of stand-alone workflows includes a make a copy option
Dropdown next to a workflow on the main list of stand-alone workflows includes a make a copy option
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.
Repeat these steps. At the end, you should have a workflow for each region you want to notify.
list of different workflows with different regions in the name
list of different workflows with different regions in the name

Text Analytics Notifications

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

Attention: You can only create workflows based on text analysis conducted in a survey, not dashboard text analysis.

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