2) Dashboard

Callback Selector

Purpose of the callback selector

The Callback Selector dashboard enables you to drill-down into the verbatim. The Callback Selector uses four different parameters to enable users to drill-down in verbatim. From here verbatim can be assigned to any Focus Feedback user (input for the CLF module). The Callback Selector dashboard (this is different compared to other dashboards) doesn’t show verbatim that is already assigned to the CLF module. Verbatim that is already assigned, declined, closed or on hold within the CLF module will not be shown in the Callback Selector dashboard.

The Callback Selector dashboard consists of four components:

1. (Feedback of random selection) Shows a random selection of verbatim.
2. (Feedback including critical words) Shows a selection of verbatim where customers used one or multiple defined critical words.
3. (Feedback with longest verbatim) Shows the longest verbatim, defined on text length.
4. (Feedback without verbatim) Shows verbatim without connecting text.

Callback Selector Authorization

The Callback Selector dashboard is accessible by clicking in the menu on “Dashboard” as a sub-item Callback Selector dashboard is shown. If this doesn’t show, please contact your administrator. To enable this dashboard, the user group of the logged-in user needs to have the proper authorization. When the authorization is added the dashboard will be visible in the menu after logging out and back in again.

Callback Selector Filtering

When the Callback Selector Overview dashboard is opened a pop-up screen is shown. In the pop-up screen you can put your initial filters for creating the dashboard. The filters contain three different sections:

1. Date filter. Here you can choose the time period for which you want to create the dashboard.
   1. You can choose your own time period by using the datepicker in the “Date from” and “Date to” fields.
   2. You can choose a preset time period. This is a quick select and the date filters will be set automatically. When a period is chosen the application will automatically set the best period filter for your selected time period. You can always change this.
2. The Period filter determines how you want to group your selected time periods. The Period filter has no effect on the Callback Selector dashboard.
3. The Team filter determines if you want to see data from all teams or only from one team.

After setting your desired filters click on “Generate” to create the Callback Selector dashboard. When you have generated the dashboard you can always go back to the filtering screen by clicking the filter icon on the top left of the dashboard next to the title.

Callback Selector segment filter

When the Callback Selector dashboard is opened the segment filter can be found in the top right corner of the dashboard. The segment filter allows you to dynamically change the data in your dashboard to only show specific NPS segments. It is also possible to combine data from multiple segments. As a default, the segments filter shows data from all segments. Segments are:

• Promoters: Customers who gave an NPS score of 9 or 10
• Passives: Customers who gave an NPS score of 7 or 8
• Detractors: Customers who gave an NPS score between 0 and 6

The segment filter can be changed by clicking the sliders.

Callback Selector parameter 1 (Feedback of random selection)

This component will load (when clicked) twenty random selections verbatim from the defined time period and team in the filters. When the twenty items of verbatim are analyzed the refresh button in the header allows the user to load twenty fresh records back into the component.

1. Refresh button
2. Hide component button

Callback Selector parameter 2 (Feedback including critical words)

This component will load (when clicked) twenty verbatim selections that (partly) contain critical words in the text. Critical words are defined in the Insights module of your Focus Feedback application.

To get there, follow these steps:

1. Go to “Insights” in the menu.
2. Click on the “Topic List” tab.
3. Define a topic. By clicking on the “+” icon (a pop-up screen opens). A topic is a cluster of words that you define by group.

In the pop-up screen, select the highlighted topic group by clicking the checkbox in the upper right corner.

After following these steps the words that are defined in a topic that is “Highlighted” (4) will show up within the Callback Selector second component.

When opened in the Callback Selector dashboard, component three (Feedback including critical words) will shows twenty records that partially or fully include critical words. The part of verbatim which shows the critical word is highlighted in the text. When the twenty records are analyzed or assigned the user can load twenty new records using the refresh button.

1. Refresh button.
2. Highlighted text (part of the text that is defined as critical words).

Callback Selector parameter 3 (Feedback with the longest verbatim)

This component shows twenty records of verbatim containing the largest written texts within the set filters (Time period and Team). It is ordered descending with the largest at the top.

1. Filter on promoters, passives or detractors
   • When promoters or promoters and passives are selected: Shows feedback with the longest verbatim based on the response from the “Strengths” open question in the survey.
   • When detractors or detractors and passives are selected: Shows feedback with the longest verbatim based on the response from the “Improvements” open question in the survey.
2. This component works with a dynamic segment filter.

Callback Selector parameter 4 (Feedback without verbatim)

This component shows twenty records of verbatim without text within the set filters (Time period and Team).

1. This component works dynamically with the segment filter
   • When promoters or promoters and passives are selected: Shows feedback without text based on the response from the “Strengths” open question in the survey.
   • When detractors or detractors and passives are selected: Shows feedback without text based on the response from the “Improvements” open question in the survey.
2. Refresh button

Dashboard I

Dashboard I is the dashboard that is displayed immediately after starting Focus Feedback Admin. This dashboard shows the general NPS for the entire organization. The three highlighted gauges in the rectangle on the left show the average over-all NPS and the gauges on the right show the NPS of the different sub-processes.

Explanation

1. General NPS
2. Buttons to switch between the different years
3. NPS per process
4. Breakdown of the general NPS
5. Added details about the general NPS
6. Refresh: click here to refresh the dashboard and see the most recent data

Dashboard II

The NPS gauges of all available processes are displayed on Dashboard II. Including the processes that do not contribute to the general NPS. You can choose to exclude a process from the calculation of the general NPS, for example in the case of temporary actions or pilot measurements.

Explanation

1. All processes and their NPS
2. Buttons to switch between the different years
3. Refresh: click here to refresh the dashboard and see the most recent data

NPS / Year

With NPS / year you can see your NPS as it develops over the years.

Explanation

1. General NPS over multiple years
2. NPS per process; divided into multiple years
3. Refresh: click here to refresh the dashboard and see the most recent data

NPS Performance Overview

Purpose

The NPS Performance Overview dashboard enables you to drill-down based on the hierarchical structure of your company. To enable meaningful callbacks, the NPS Performance Overview allows a company to assign callbacks based on different levels in your hierarchy.

This is done by allowing regional managers and team leaders to drill-down through Feedback based on teams. The NPS Performance Overview does this by the utilizing three charts:

1. Shows NPS over time. When a period is clicked, chart 2 will open for this period.
2. Shows NPS per team for the selected time period. When a team is clicked, chart 3 is opened.
3. Shows NPS per team member. When an employee is clicked, the connected verbatim is opened.
4. From the verbatim you can directly assign calls to employees. This call is now added to the CLF module.

Setting up the NPS performance overview mapping

To enable working with the NPS Performance Overview dashboard your Focus Feedback application needs to understand which teams work within the company. This is done based on departments. The process involved in setting up your departments is explained below.

All the processes which are sent by Focus Feedback through the SFTP connection with BSH include engineer, contact center, dispatch and Preprepper numbers (when coming from SPICE – otherwise records only include engineer numbers). Within Focus Feedback there is the option to map your employees. Mapping employees means connecting those received numbers to names, functions, field and departments.

Step 1

Open your Focus Feedback application, go to “Management” in the menu, in the sub-items click on “Tables” (If this doesn’t show, please contact your administrator to change your authorizations).
It will open a screen with your mapping tables. In the left list, click on “Employee”.

Step 2

For each employee group (Engineer, Contact Center, Preprepper and Dispatch) you can map your employees. This is done by clicking the ‘+’ icon at the top of the table. You can add a record into your Focus Feedback application, or use the import function. It is also possible to import one list with all your employees at once. This is done by clicking on the ‘All’ tab and using the import function from here. When you import one list don’t forget to include an ‘employee type’ field. The employee type field determines if the imported employee is an Engineer, Contact Center, Preprepper or Dispatch employee. When you use the import function within one of the other tabs the ‘type field’ is connected automatically.

The NPS Performance Overview dashboard is built, based on the department you map in this section of your application. This means that it checks all received records. The connected Engineer, Contact Center, Preprepper and Dispatch numbers are checked alongside your employee mapping table. Then, all data is grouped by department. This is shown in the dashboard.

NPS performance overview Authorization

The NPS Performance dashboard is accessible by clicking in the menu on ‘Dashboard’; as a sub-item, the NPS Performance dashboard is shown. (If this doesn’t show please contact your administrator). To show the dashboard, the user-group of the user needs to have the proper authorization. When the authorization is added, the dashboard will show in the menu after logging out and back in again.

NPS performance overview Filtering

When the NPS Performance Overview dashboard is opened a pop-up screen is shown. Within the pop-up screen you can set your initial filters for running the dashboard. The filters contain three different sections:

1. Date filter. Here you can choose the time period for which you want to run the dashboard.

a. You can choose your own time period by clicking and filling the date from and date to fields.

b. You can choose a preset time period. This is a quick select, and the date filters will be filled automatically. When a period is chosen the application will automatically set the best period filter for your selected time period. You can always change this.

2. The Period filter determines how you want to group your selected time periods. The first chart in the NPS Performance Overview dashboard shows the NPS over your selected time period. With the period filter you can choose if you want to see your selected period per day, week, month, quarter or year.

3. The Team filter determines if you want to see data from all teams or only from one team. As explained in “Setting up the NPS Performance Overview mapping” the teams are based on the department column within your employee mapping table.

After setting your desired filters click on “Generate” to create the NPS Performance Overview dashboard. When you have generated the dashboard you can always go back to the filtering screen by clicking the filter icon on the top left of the dashboard, next to the title.

NPS Performance overview segment filter

Once you have generated the dashboard there is one extra filter within the NPS Performance Overview dashboard. This filter can be found in the top right corner of the dashboard. The segment filter allows you to dynamically change the data within your dashboard to only show NPS segments. It is also possible to combine data from multiple segments. As a default the segments filter shows data from all segments. Segments are:

• Promoters: Customers who gave an NPS of 9 or 10
• Passives: Customers who gave an NPS of 7 or 8
• Detractors: Customers who gave an NPS between 0 and 6

The segment filter can be changed by clicking the sliders.

NPS performance overview Chart 1 (NPS performance)

When the filters are set accordingly, and the dashboard is generated, the first thing opened is the NPS performance chart. The NPS performance chart shows the NPS over time, based on the filtered time period and period grouping. The NPS performance chart is based on response date. This means that the data is shown by the date that the customer responded. There are three additional functions within this chart:

1. The right top corner shows the average NPS for the entire time period.
2. The checkbox above the chart when selected shows a line of the NPS in the previous year. This means that it shows the NPS in the same time period and group exactly one year prior (Orange line).
3. A table is shown at the bottom of the chart. The table gives additional information:
   • Total number of sent records in the period.
   • Total number of completed records within the period.

The NPS Performance Overview dashboard works in a dynamic way. To open chart number 2 (NPS per customer service team) you need to click on one of the NPS time periods (click on one of the bars within the bar chart). It is also possible to select multiple bars. When a bar is clicked the dashboard automatically navigates downwards to the NPS per customer service team chart.

NPS performance overview Chart 2 (NPS per customer service team)

The NPS per customer service team shows you data based on the selected bars in the NPS performance chart. The NPS per customer service team gives an overview of the NPS score per team. The team is determined from the employee mapping department column as explained in “Setting up the NPS performance overview mapping”. There are three additional points of note within this chart:

1. The subtitle at the top of the chart gives an overview of the selected period from the NPS performance chart. When you select multiple periods those will also show in the subtitle.
2. The x axis shows NPS per team. When you select only one team within the filter pop-up (as explained within “NPS Performance Overview filtering”) this chart will only show that team. When ‘all teams’ are selected in the filtering pop-up, this chart gives an overview of the NPS per team.
3. If you see a bar that is called “null”, this means that these records are not connected to a team. This occurs because there are records that are not connected to a mapped employee, thus not mapped to the connected department.

The NPS per customer service team works in the same dynamic way as the NPS performance chart. You can open chart number three (NPS per employee of your team) by clicking on one of the bars. You can also select multiple bars, then the NPS per employee of your team chart will then combine the data of the employees of multiple teams. When you select a team, the verbatim at the bottom of the dashboard already shows. The verbatim shows all verbatim of the selected team(s) in the selected time period. When a bar is selected, the dashboard will automatically navigate to the NPS per employee of your team chart. If you want to see the verbatim of the entire team, scroll passed this chart to the bottom.

NPS performance overview Chart 3 (NPS per employee of your team)

The NPS per employee of your team chart shows data based on the selected team(s) within the NPS per customer service team chart, which is based on the selected time period within the NPS performance chart. The NPS per employee of your team shows the NPS per individual employee. The employee within the selected team is determined within the mapping table as explained in “Setting up the NPS performance overview mapping”. There are three additional points to note within this chart:

1. The subtitle at the top of the chart gives an overview of the selected team(s) from the NPS per customer service team chart. When you select multiple teams those will also show in the subtitle.
2. The x axis shows NPS per individual employee, based on employee number.
3. When a team is selected, chart four (Consumer verbatims for selected employee or team) is already opened with all verbatim for your selected teams. By clicking on an employee, only the verbatim for that employee will open. It is also possible to select multiple employees.

The NPS per employee of your team works in the same dynamic way as the other charts. You can open chart number four (Consumer verbatims for selected employee or team) by clicking on one of the bars. You can also select multiple bars. The Consumer verbatims for selected employee or team chart will then combine the verbatim of the employees. When a bar is selected, the dashboard will automatically navigate to the Consumer verbatims for the selected employee or team chart.

NPS performance overview Chart 4 (Consumer verbatims)

In the last part of the dashboard the connected verbatims to the employee or team are shown. Here the connected feedback can be analyzed and feedback that needs a call-back or follow-up action can be assigned to an employee. When verbatim is assigned, it is added to the CLF module. This means the employee will get an automated e-mail (if the CLF module is set up). From this point, that employee can find the call within the “My Calls” section of his/her Focus Feedback application. The consumer verbatim is explained below:

1. Shows verbatim based on the selected employees or teams.
2. Shows the connected NPS.
3. Shows additional information connected to that record.
4. Call-back icon is based on the callback question:
   • Green: Consumer answered “yes” on the call-back question within the survey.
   • Red: Consumer answered “no” on the call-back question within the survey.
   • Grey: Call-back question was not added to the survey.
5. Shows the verbatim the consumer answered as improvement and strength within the survey.
6. Button that allows you to assign the feedback to an employee and enter into the CLF module.

When the “Assign” button is clicked, a pop-up window will open. In this window you can search the employee you want to assign the call to. The employee that you want to assign the call to needs to have a Focus Feedback account. Don’t forget to set up the CLF module: “Automated assign e-mails, CLF results, etc.”. When the call is assigned the “Assign” button is replaced by text.

NPS Scores

This chart shows how your NPS is divided over the numbers from 0-10.

Explanation

1. Here you see how the general NPS is built up
2. Here you see how the NPS of the different processes are built up
3. Buttons to switch between the different years
4. Refresh: click here to refresh the data and see the most recent data

NPS Verbatim Analysis

Purpose

The NPS Verbatim Analysis dashboard enables you to drill-down into the verbatim, based on the classification module. The NPS Verbatim Analysis uses a Tree map chart to enable users to drill-down into the classification data. To assign meaningful callbacks, users can drill-down into the raw written customer feedback. From here they can be assigned to any other Focus Feedback user (input for the CLF module).

The NPS Verbatim Analysis dashboard consists of three components:

1. Tree map categories: Tree map chart of all the classified feedback. The Tree map is the central hub of the NPS Verbatim Analysis dashboard. All clicks and drilling-down is done within the Tree map. The other two components are just here to give extra information or reactions on the choices made within the Tree map.
2. Performance of feedback categories: Table that shows the data from the Tree map over time. The table reacts to the choices made within the Tree map and shows the related data.
3. Overview of selected subcategories: Verbatim you can directly assign calls to employees. This call will be added to the CLF module.

It is necessary to classify your responses through the Classification module before the NPS Verbatim Analysis provides data.

NPS verbatim analysis Authorization

The NPS Verbatim Analysis dashboard is accessible by clicking in the menu on “Dashboard”; as a sub-item, the NPS Verbatim Analysis dashboard is shown. If this doesn’t show please contact your administrator. To enable this dashboard, the user-group of the logged-in user needs to have the proper authorization. When the authorization is added the dashboard will show in the menu after logging out and back in again.

NPS verbatim analysis Filtering

When the NPS Verbatim Analysis Overview dashboard is opened a pop-up screen is shown. Within the pop-up screen you can put your initial filters for running the dashboard. The filters contain three different sections:

1. Date filter. Here you can choose the time period for which you want to run the dashboard.
   1. You can choose your own time period by clicking and filling in the date from and date to fields.
   2. You can choose a preset time period. This is a quick select option and the date filters will be filled automatically. When a period is chosen the application will automatically set the best period filter for your selected time period. You can always change this.
2. The Period filter determines how you want to group your selected time periods. The Table in the second part of the NPS Verbatim Analysis dashboard shows the Tree map data over a time period. This filter chooses the grouping of that time period.
3. The Team filter determines if you want to see data from all teams or only from one team.

After setting your desired filters click on “Generate” to create the NPS Verbatim Analysis dashboard. When you generated the dashboard you can always go back to the filtering screen by clicking the filter icon on the top left of the dashboard next to the title.

NPS Verbatim Analysis dynamic filters

Segment filter

When the NPS Verbatim Analysis dashboard is opened the segment filter can be found in the top right corner of the dashboard. The segment filter allows you to dynamically change the data within your dashboard to only show NPS segments. It is also possible to combine data from multiple segments. As a default the segments filter shows data from all segments. Segments are:

• Promoters: Customer who gave an NPS score of 9 or 10
• Passives: Customer who gave an NPS score of 7 or 8
• Detractors: Customer who gave an NPS score between 0 and 6

The segment filter can be changed by clicking the sliders.

Sentiment filter

When The NPS Verbatim Analysis dashboard is opened the sentiment filter can be found between the title and the segment filter. When feedback is classified each label can be classified as positive or negative. Each classification label has connected feedback records, some which talk positively about this label and some which speak negatively about the label. With the sentiment filter you can choose to only load feedback with your selected sentiment. For example: Our selected classification label which we are drilling down on is “Waiting Time”. We set the sentiment filter to only show positive. This means the dashboard will only load data which, when classified, are classified as feedback that speaks positive about the company’s “Waiting Time”.

NPS verbatim analysis component 1 (Tree map categories)

When the filters are set accordingly the Tree map is generated. The Treemap shows all your classified responses in one Chart. The chart is defined by blocks.

1. Each block has three datapoints which give additional information on the content:
   1. Shows the name of the block. This is the title of the main classification or sub-classification group.
   2. Shows the total amount of classified records within the block. This numbers determines the size of the block.
   3. Shows the average score (based on the score from the NPS question). The average score of the block determines the connected color scheme.
2. Every block that is bordered by a white line indicates the border between main classification groups.
3. A Main classification groupis divided by sub-classification groups; these represent the sub-classification labels.

Tree map categories zoomed

When clicked on, the main categories within the Treemap will zoom. The content of that main classification group will become the entire chart. In this example, we click on the selected main classification group “Verwachting Consument”. The Tree map will now show the connected data to the classification sub-categories.

1. The Grey header becomes functional as a “Back” button. This will navigate back to the original sate of the Tree map.
2. All sub classification labels are defined with the same data (Title, Responded and Average).
3. The third component at the bottom of the Tree map will show all connected verbatim to the clicked main classification group.

When a sub classification label is clicked the Verbatim at the bottom will only show the verbatim that is classified within that selected sub-classification label.

NPS verbatim analysis component 2 (Performance of feedback categories)

The second component in the NPS Verbatim Analysis dashboard is a table which provides extra data based on the Tree map. This component by it self is static and cannot interact with the user. The table will change based on the choices made within the Tree map. The table shows the amount of responses per period:

1. When zoomed within the Tree map this title shows the zoomed-in, main classification group.
2. Shows the responses per time period:
   1. Time period is based on the “Date from” and “Date to” choices made within the filters.
   2. Grouping (day, week, month, year) is based on the “Period” filter.
3. Shows the classification main categories, or when zoomed in from the Tree map, it shows the connected classification sub-categories.
4. 
5. Highlights when a sub-classification label is selected within the Tree map.

NPS verbatim analysis component 3 (Overview of selected sub-categories)

The last component within the NPS Verbatim Analysis dashboard shows the connected Verbatim. Here the connected feedback can be analyzed and feedback that needs a call-back or follow-up action can be assigned to an employee. When verbatim is assigned it is added to the CLF module. This means the employee will get an automated e-mail (if the CLF module is set up). From this point that employee can find the call within the “My Calls” section of his/her Focus Feedback application. The consumer verbatim is explained below:

1. Shows verbatim based on the selection within the Tree map:
   • When a main classification group is selected. Shows verbatim of connected sub-classification groups.
   • When a sub-classification group is selected. Shows verbatim of selected sub-classification group (Highlight added in table).
2. Shows the connected NPS score.
3. Shows additional information connected to that record.
4. Call-back icon is based on the call-back question:
   • Green: Consumer answered “yes” on the call-back question within the survey.
   • Red: Consumer answered “no” on the call-back question within the survey.
   • Grey: Call-back question was not added to the survey.
5. Shows the verbatim the consumer answered as improvement and strength within the survey.
6. Button that allows you to assign the feedback to an employee and enter the CLF module.

When the “Assign” button is clicked on, a pop-up window will open. Within this window you can search the employee you want to assign the call to. The employee that you want to assign the call to needs to have a Focus Feedback account. Don’t forget to set up the CLF module: “Automated assign e-mails, CLF results, etc.”. When the call is assigned the “Assign” button is replaced by text: