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Step 6: Sharing & Administering CX Dashboards

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Dashboard Personas

Now that we’ve customized our dashboard, it’s time to share it with the appropriate stakeholders. Remember when we were planning the dashboard, and thought about the people who would be using it? It’s time to return to the table we made earlier.

This time, let’s think about the kind of data these users should have access to, and whether or not they can edit the dashboard. Think in terms of the needs of their data collection and their roles.

Role

Dashboard Objectives Should they see all dashboard data?

What kind of dashboard permissions do they need?

CX Manager
  • Report to Executives
  • Track NPS over time
  • Benchmarking
  • Identify actionable insights
  • Understand detractors
Yes, so they can share high-level data with executives
  • Activate dashboard
  • Export dashboard and widgets
  • No data restrictions
Analyst
  • Analyze data
  • Identify key drivers
  • Custom reporting to various teams / managers
  • Track trends over time
Only the data of their department
  • Activate dashboard
  • Restrict data based on a department or team user attribute
  • Edit dashboard
Operations Manager
  • Manage ticket assignment
  • Monitor follow-ups
  • Track ticket status
  • Track each operator’s performance
  • Improve resolution time
  • Ticket trends and benchmarking
  • Reporting on ticket root cause
Only certain pages of the dashboard, which are customized for them
  • Activate dashboard
  • Export dashboard and widgets
  • Restrict page permissions
Closed Loop Operator
  • Close tickets
  • Monitor resolution time
  • Update ticket info & status
  • Track own performance
  • Identify which customer interactions require follow-up / escalation
Only ticket data
  • Activate dashboard
  • Restrict page permissions (to ticket reporting page)
Executives
  • Identify issues that require top-down or cross-functional action
  • Drive an overall positive customer experience and improve financial performance
Yes
  • Activate dashboard
  • Restrict page permissions (to a page made for executives, summarizing key data points)

 

Once you know what permissions would fit your personas best, we’ll be able to create roles for each persona.

Configuring Dashboard Users

You have to be both a Project Administrator (often the person who made the dashboard project) and a Brand Administrator to perform the actions described in this section. This means you have access to the User Admin tab.

Adding Dashboard Users

It’s time to head back to the dashboard project to check out the User Admin tab. This is where we can add several dashboard users at a time.

User Admin tab of dashboard project

You can manually add or upload a file of all the users who will be using your dashboard. As you’re compiling a list of users, keep in mind their respective personas. Certain information is required for every user you’ll upload – for example, first name, last name, email address and, if you have SSO, Username – but there’s additional information you can include that can help restrict their dashboard access.

User attributes, also called metadata, are additional columns of information that you include with your dashboard users. Here are some examples of user attributes you might want to include:

  • Department
  • Team
  • Manager
  • Team Lead
  • Agent
Example: Barnaby’s in the Sales department. He’s on the Academic Sales team, the manager of which is Pepper. The leader of the Academic sales team is Goldie. Here’s what these three might look like in a user file.
rows and columns of data
Qtip: Looking to set up a more complex, hierarchy-style access to dashboards? See Drill Down Hierarchies in CX Dashboards.

If you want to use attributes to restrict user data, you need to make sure the survey responses (or CSV) acting as your dashboard data also contain these columns of information. Otherwise, the data won’t be correctly restricted when these users enter the dashboard.

Be extremely careful with how you write the names for these fields in the user file and in the dashboard data. Between the dashboard data and the user attributes, there should be absolutely no differences in spelling, additional characters, or spacing between words. If it’s “Team Lead” in the user file, you should never change it to “TeamLead” or “Team-Lead” in the dashboard data.

Team Lead mapped in dashboard data

Qtip: These kinds of descriptive fields are generally mapped as Text Set.
Qtip: Once you’ve uploaded all your dashboard users, you can easily send many users or send everyone their login credentials.

Roles

The roles tab, with all permissions expanded

Create a role for each user persona you mapped out. Remember to add the appropriate dashboard and permissions to each role. Here are some highlights:

  • Activate Dashboard is the minimum permission every user needs.
  • You can restrict page access with Restrict Page Permissions.
  • You can restrict data by user attributes if you select View All Data, choose Restrict Data, and fill out the fields.
  • You can allow users to export just widgets, or the dashboard as a whole.
  • Edit Dashboard allows the users to edit all aspects of the dashboard, from widgets to theming to settings. It’s just the one dashboard, though.
  • You will need to add each dashboard you want a user to have access to.
Qtip: To give someone editing access to all the dashboards in a project and manage sharing permissions, add this person as a Project Administrator instead.
Qtip: When new users are imported or added, they are not sent login credentials automatically. This is to give you time to configure roles and data restrictions. When you are ready to send users their credentials, check out this page. You can send login information to all or many users at once.

User Types

User types are managed in the global Admin page. They can also affect the access that users in your brand have to ticketing and CX Dashboards.

Admin page chosen upper-right, then lower, left, chose Users. See a list of users and an advanced search

  • Vocalize User: Users assigned to this type are Dashboard Viewers who can use CX Dashboards, but not build surveys. These users also have the following:
    • Can create and edit their own CX Dashboards projects, and the dashboards within those projects.
    • Can use ticketing.
    • Cannot manage dashboard users and roles.
    • Cannot map ticket data.
  • Participant: Default user type when you add someone in the User Admin tab of a CX Dashboards project.
    • Can only access dashboards shared with them, and whether they can edit or have data restrictions is dependent on their role.
    • Cannot make their own CX Dashboards projects.
    • Cannot access ticketing.

You can edit an individual user’s type in the Users tab.

Qtip: Learn more about Global Administrative Permissions and making your own User Types.

Quick Sharing from Inside the Dashboard

Share dashboard window open inside a dashboard, a bar for searching names / email and then quick permissions next to each person chosen

If you do not have access to the User Admin tab of a dashboard project, you can still share your dashboard with other users.

  • Click on the Share icon.
  • Search for the user or role you want to share the dashboard with.
    Qtip: A user who is both a Project and Brand Administrator can make roles for the dashboard, to make sharing faster and easier.
  • Select the Type of Access the user should have.
  • Use survey data or user attributes to restrict the kind of data this user has access to.
    Qtip: A user who is both a Project and Brand Administrator can set up user attributes.
  • Restrict the pages of the dashboard that the user has access to.

Conclusions

You did it! You made your first dashboard and shared it with your colleagues. Remember that these steps are here if you ever want to start fresh with a new dashboard. Meanwhile, the rest of the support site has resources to help you dive deeper into more complex CX Dashboards questions and needs. Just use the search bar or the menu to the left to navigate CX Dashboards pages.

Qtip: EmployeeXM Dashboards may seem similar, but they are fundamentally different from CX Dashboards. Make sure the support pages you use always have the CustomerXM icon in the upper-right.
Symbols on upper-right of every support page, by the title. The first icon, a green C, is highlighted in color. The rest are gray