Overview

The Overview report is a great way to monitor and measure how you are doing! Each piece on the overview gives you critical data and insight to help you make decisions to ensure the best customer experience for your district.

  • System Admins & Global Users: Overview data is pulled from all Interest Areas
  • Team Members: Overview data is pulled from Interest Areas in which you belong to

Want to know how/why these metrics are measured in this way?

Read all about it in our Dashboard one-pager.

Current Totals

The current total numbers are displayed at the top right-hand corner of the screen. Hover over each icon to see what they represent, and click on them to open all your dialogues related to that total.

Current totals shown:

  • Open Dialogues: Dialogues that are not closed within your account
  • Past Due dialogues: Dialogues that are past due within your account
  • Unresolved Critical Dialogues: Critical dialogues that are not closed within your account

Dashboard Overview

The dashboard overview gives a quick glimpse at the what’s going on with your account.

  • Cx Score: Gives you the average Cx Score for the time filter chosen
    • What is a Cx Score? Cx stands for Customer Experience, so the Cx Score is the feedback that customers submit after a dialogue has been closed. The Cx Score ranges from 1 to 10, with 10 being the highest score.
    • The big number on the card shows you the average Cx Score the time filter chosen and the smaller number underneath shows the change in the score.
    • Click on the Cx Scorecard to expand it for more details such as
      • Average district Cx Score
      • Number of feedback forms sent
      • Number of scored dialogues
      • By default: A score trend over time graph is shown
      • Toggle the icon on the right-hand corner of the scorecard to display the score distribution
      • Recent dialogues with Cx Scores can be found at the bottom of the scorecard
      • To collapse the card, click on the “x” at the top right-hand corner
  • Dialogue Age: Gives you the average age it takes for a dialogue to be closed out.
    • The average age could be in days or hours, depending on your district’s settings.
    • The big number on the card shows you the average dialogue age the time filter chosen and the smaller number underneath shows the change in the age.
    • Click on the dialogue age scorecard to expand it for more details such as
      • First Reply Time (in hours)
      • District Average Age
      • By default: Age Distribution chart will show
      • Toggle the icon on the right-hand corner of the scorecard to display the First Reply Time trend graph
      • To collapse the card, click on the “x” at the top right-hand corner
  • Past Due: Gives you the number of past dues you have in your account based on the time filter selected
    • Click on the scorecard to see an inbox view of past due dialogues
  • Unresolved Critical Alerts: Gives you a number of critical dialogues in your account based on the time filter selected
    • Click on the scorecard to see an inbox view of critical alert dialogues
  • Positive Experiences: Gives you a number of dialogues you received good feedback score for in the time filter selected
    • Click on the scorecard to see an inbox view of the positive experiences
  • Negative Experiences: Gives you a number of dialogues you received poor feedback score for in the time filter selected
    • Click on the scorecard to see an inbox view of the negative experiences
  • Open Dialogues: Gives you a number of open dialogues for the time filter selected
    • Click on the scorecard to see an inbox view of the open dialogues

Community Voice

Community Voice contains a word cloud and word frequency table of all dialogue text. The most commonly found words within received and recorded dialogues are represented in a visual graph, where the frequency of the word matches the size it appears on the graph.

  • Navigating the word cloud
    • Hover over each word to see their frequency count
    • Click on each word to open an inbox view of the dialogues containing that word
    • Hover over the word cloud and click on the vertical ellipsis to open the word cloud menu for:
      • Managed Filter Words
        • Add or customize a list of words you don’t want included in the word cloud
        • Type your word in the textbox and click Add
        • Click Apply to save changes
      • Text Orientation
        • Customize how you want your words in the word cloud to appear. Choose from 5 different orientations
        • Click Apply to save changes
      • Hide Word Frequency
        • This will remove the word cloud frequency table from your dashboard
      • Share
        • Share a snapshot of your word cloud out via email
        • You have the ability to attach a message to the email
        • You have the ability to send yourself a copy of the word cloud via email
  • Navigating the word frequency table
    • By default, you will see the Critical Word Frequency Table
      • This shows the top 10 critical words found
    • Toggle the dot next to Critical Word Frequency to see Overall Word Frequency
      • This shows you the top 10 words, critical or not, found
    • Click on the bars to open an inbox view of the dialogues containing those words

Dialogue Metrics

Dialogue metrics provide insightful data on the variables related to the dialogues your account receives. Each bar graph is interactive and allows the ability to drill down further to see those dialogues specifically.

  • Customer Type
    • See your dialogues broken down into customer types by %
    • Hover over the bars to get a deeper look
      • Count of dialogues for each customer type
      • Top 5 interest areas that are receiving dialogues from these customer types
    • Click on the bars to open an inbox view of the dialogues from that customer type
  • Dialogue Type
    • See your dialogues broken down into dialogue types
    • Hover over the bars to get a deeper look
      • Count of dialogues for each dialogue type
      • Avg. Cx score for that dialogue type
      • Top 5 interest areas that are receiving dialogues from these dialogue types
    • Click on the bars to open an inbox view of the dialogues from that dialogue type
  • Entry Point
    • See your dialogues broken down into entry points
    • Hover over the bars to get a deeper look
      • Count of dialogues coming from each entry point
      • Avg. Cx score for that entry point
      • Top 5 interest areas that are receiving dialogues from these entry points
    • Hover over the Landing Page bar to get a deeper look
      • Count of dialogues coming from Landing Pages
      • Avg. Cx score for dialogues submitted from Landing Pages
      • Top 5 Landing Pages that are receiving dialogues
    • Hover over the Tabs bar to get a deeper look
      • Count of dialogues coming from Tabs
      • Avg. Cx score for dialogues submitted from Tabs
      • Top 5 Tabs that are receiving dialogues
    • Click on the bars to open an inbox view of the dialogue from that entry point
  • Customer Frequency
    • See your dialogues broken down into customer frequency

Dialogue Activity

Get an oversight view of the kind of activity your account is receiving. Also get a view of which Interest Areas are receiving the most dialogues, and what tags are widely used on those dialogues.

  • Navigate the dialogue activity graph
    • Click the circles on the legend of the graph to include/exclude them from the graph
  • Top Interest Areas
    • See the top interest areas receiving dialogues
    • Click on each bar to open an inbox view of dialogues from that interest area
    • Click the Top 5/Top10 on the top right-hand corner of the chart to toggle between the two views
  • Top Tag Categories
    • See the top tags being used in your dialogues
    • Click on each bar to open an inbox view of dialogues with that tag
    • Click the Top 5/Top10 on the top right-hand corner of the chart to toggle between the two views

Filtering the Overview Dashboard

Drill down even more by applying filters to your data. These filters will change the data you see on your dashboard. The Dashboard filters can be found on the top right-hand corner of the page.

  • Dashboard Filters
    • Filters that you can apply on the dashboard are the following:
      • Origin Information:
        • Dialogue Type
        • Entry Point
        • Customer Type
      • Dialogue Details
        • Dialogue Status
        • Dialogue Priority
        • Tags
        • Action Taken
        • Cx Score
      • Assignment Information
        • Dialogue Owner
        • Interest Area
      • Click Apply to save changes
    • Once applied, hover over the filter to see a summary of applied filters
    • Click on the applied filter to open up the menu to edit or remove filters
  • Time Filter
    • By default, your filter is set to the last 30 days
    • You can change the filter to one of the pre-defined time frames, or create your own custom date range

 

Save, Download & Share!

Need to grab a snapshot of your Dashboard, have it ready for a presentation or want to send a link for others to view? You can do all three from the top right-hand corner of the Dashboard with the Save, Download and Share icons.

  • Save
    • Allows you to save your Dashboard, filters and all to the Saved Reports section found on the left-hand navigation bar.
  • Download
    • Allows you to download your Dashboard as a PDF, or into a PPT.
  • Share
    • Allows you to share an online link to the dashboard via email