The Basics of Navigating and Editing a Dashboard
Now that you’re inside the dashboard, let’s go over the basics of where you are and how to get around. The numbers on the screenshots correspond to the numbers in the list.
- This is the name of the overall dashboards project you are inside. Click this to return to the list of dashboards in the project. This screenshot shows where you’ll return after clicking the dashboard project name:
- This is the dashboard you’re currently editing. You can click its name to open a dropdown list of other dashboards in the project, and navigate to them. This screenshot shows what this dropdown looks like:
- The gear will take you to the Dashboard Settings. Here you will be able to return to the data source we described in a previous lesson, or adjust other settings, such as Ticket Data, Notifications, Response Weighting, the dashboard’s theme, and more. This screenshot shows what page opens after the gear is clicked:
- Clicking Projects will return you to the homepage of your account, where you can access all your projects or open the ticketing follow-up page. Here’s what this looks like:
- You must click Edit Page before you can edit widgets or filters. The following screenshot shows how the Add Filter and Add Widget buttons appear after it is clicked:
- Click Page Options to rename, copy, make a private copy of, or delete the dashboard page you are currently on. This is what the menu looks like, expanded:
- If the dashboard is available to download (which depends on how it was shared with you), you can use the Export button to download the dashboard or email it to someone.
- Navigate between pages of a dashboard, or add new pages.
- We will talk about a few of these options in later lessons. But here is what each icon is for, in order of appearance:
- View your tickets
- Analyze dashboard data in Stats iQ
- Analyze open text data in Text iQ
- Share the dashboard
- Kiosk Mode
Common Widget Configurations
Sometimes it’s easier to learn by example. We have a support page for every CX Dashboard widget, but rather than ask you to read each of those, let’s learn the basics of widget-building by making some of the most commonly used widgets.
NPS and its Change since…
Number Charts are a useful widget if you want to display a metric (in this case, NPS) and how it has changed over time.
- Make sure your NPS is mapped in your data source as a Number Set field.
Qtip: The numeric value of NPS should be mapped as a Number Set, which is what we’re using in this example. The NPS Group should be mapped as a Text Set.
- Add a Number Chart widget to your dashboard.
- Click Add Metric.
Qtip: For more on understanding “metrics” in a widget, see Metrics.
- Click Count and change the metric to a Net Promoter Score.
- Set your Field to your NPS field.
- Select Show change since.
- Choose the timeframe of the change you want to highlight.
- Make sure you’re using the correct date field.
- Customize the colors in your widget!
When collecting verbatims (or “open feedback”), you always want to map these fields as Open Text. From there, you have a few widget options you can use to display this data. Word Clouds are a quick, popular choice. However, if you want to communicate more detailed information about verbatims and the customers who provided them, we’d recommend using a Response Ticker instead.
Response Tickers display a scrolling list of the responses your customers provided in addition to a numeric score, such as a CSAT, NPS, CES, or anything else you desire to highlight with their response. That way you can see both the rating a customer provided and the specific feedback they had about the experience.
- Make sure the question or field where you collected verbatims is mapped as an Open Text field. Also make sure you have whatever additional scores you want to add mapped as Number Set or Numeric.
- Add a Response Ticker widget to your dashboard.
- Under Content, enter the field where your verbatims are mapped.
- Determine if you want to add primary, secondary, and date labels. Here, we also added the Support Rep who helped the customer and the date the CSAT was submitted.
- Under Ticker Value, select the CSAT field.
- Determine the thresholds that should change the CSAT’s associated color. Make sure the scale makes sense for a CSAT – here, we had to change the upper threshold to 5, since that’s the maximum CSAT.
Average CES (Customer Effort Score) Over Time
The Simple Chart is perfect for reporting how a metric such as CES (or CSAT, or NPS, or any other metric) has changed over time. In this example, we’ll show how the average CES changed, but you can use any metric you want.
- Make sure your CES metric and at least one date metric are mapped in your data source as a Number Set field.
- Add a Simple Chart widget to your dashboard.
- Take a look at the chart types available. Usually a line chart is the best option for showing metrics over time.
- Click Add Metric.
- Change this metric from Count to Average.
- Change the Field to CES.
- Under X-Axis Dimension, choose a date field.
- Click on your date field to adjust how dates are grouped along the X-Axis. Unless the page is filtered to only show data for the last week or so, it’s better not to use day. In our example, we used Quarter.
Qtip: If you have a CES benchmark you’re aiming for, add a reference line to your widget! Click the constant you created, select Based on value, and add your ideal CES.
Showing CSAT in Relation to a Benchmark
Sometimes you don’t necessarily want to show a change over time – you just want to know what the department’s CSAT is right now, and how it compares to the CSAT your department should have. Gauge Charts are the perfect widget to accomplish this!
- Make sure your CSAT is mapped in your data source as a Number Set field.
- Add a Gauge Chart widget to your dashboard.
- Click Add Metric.
- Click the Count. Change this to an Average.
- Select the CSAT field.
- Now we can adjust our benchmarks! The maximum a CSAT can be is 5, so be sure to change the Max value.
The rest of the values are up to the standards you have set. In our example, we consider CSATs 1 to 4 to be below expectations, 4 to 4.70 to be fair, and greater than 4.70 to be excellent.
If you only want to judge when a CSAT has moved from “Good” to “Bad,” you can click the minus sign ( – ) next to any value to remove it. You can also add more value ranges by clicking the plus sign ( + ).
Breaking Out Metrics by Teams, Departments, and More!
Sometimes you’ll need to break out information by multiple levels. For example, let’s say we’re communicating call center data, such as number of calls. We can break this information out so we see these metrics by employees, managers, and locations. The widget best equipped to report this way is the Pivot Table.
In this example, we work at a call center with 3 locations and 2 managers at each location. We want to see the number of support phonecalls, emails, and chat per manager and office location.
- Pivot Tables can report on Number Sets, Text Sets, and Multi-Answer Text Sets. Make sure your fields are mapped accordingly. In this example, we’d map the following fields as Text Sets:
- Type of Request (chat, email, or phone support request)
- Office Location
- Add a Pivot Table to your dashboard.
- For each field you want to break out by, click Set Row Dimension. In this case, this is where we’d add the Office Location and Manager fields.
- Breakouts should be listed with the highest level of authority first, and the lowest last. If your breakouts aren’t in order, hover over the field and use the icon to drag and drop the order the rows should break out by.
- Each manager only works in one office, so we obviously won’t have data for every manager at every office location. Let’s hide those empty cells by deselecting Show missing values.
- Now, we want to break out by the type of request – phonecall, chat, or email. We can add this as a row, but that’ll look confusing and produce way too many more rows. Instead, let’s add it as a column by clicking Set Column Dimension.
This is what the finished product looks like:
Users often like to see a breakdown of how many customers fit into each NPS group. While Pie Charts can be handy, people generally prefer to use Breakdown Bar widgets for this.
- Make sure your NPS fields are mapped in your dashboard. Your NPS Groups field should be mapped as a Text Set. Your numeric NPS should be mapped as Number Set.
- Add a Breakdown Bar widget to your dashboard.
- Click Set Dimension and select the NPS field you want to display. It’s generally more useful to choose the NPS Group over the numeric scale.
- Choose whether you want to display the legend at the bottom, or turn it off.
- Determine the labels on the segments of the bar. Here, we chose to add the Detractor, Promoter, Passive labels to the segments, so we can turn off the legend if we want.
Filtering For Your Audience
In a few of the example widgets we made, we talked about filters. Filters can be incredibly useful for narrowing down data according to what your dashboard users are most interested in seeing. You can add filters to the whole page of a dashboard, or just to one widget at a time.
Filtering doesn’t just mean permanently restricting data – it also means providing your users with the filters they might want to apply to their data.
Filters for General Use
Filters you may add to a page or a widget for users to adjust as needed:
- Date filters, so managers can adjust and compare time periods as needed.
- Employee, so managers can see a particular direct report’s stats.
- Office location, so department heads can compare performance across locations.
- And more!
Qtip: If you select specific values while editing your filter and then exit out of editing mode, the filter will be applied automatically for your dashboard viewers. In the below example, the value Support was selected for the filter, “What department are you in?” When dashboard viewers go to this dashboard, the filter “What department are you in?” will automatically be set to filter for Support.
Filters you may add to a page or widget and lock, so no further adjustments can be made:
- A date filter on the dashboard that only shows the relevant fiscal quarter or year’s data.
- Adjusting a field like Department so it always matches a User Attribute. That way only members of the department see their own data.