Dashboards: Manage Dashboards

A dashboard is a collection of charts and tables. You can create multiple dashboards for various sets of data. Managing dashboards is done by selecting Dashboards in the left menu and then choosing Manage Dashboards. You can also access this option from the Homescreen. 

Manage Dashboards consists of two sections: Deep Dive Dashboards and regular Dashboards. 

Watch the demo video: Introducing Manage Dashboards

 

Deep Dive Dashboards  

In the NPS Verbatim Analysis dashboard you will analyze the feedback. This dashboard consists of the Treemap and Quadrant Chart components. 

 The Treemap provides insights into the NPS, response rate, and impact per topic. 

Watch the demo video: Introducing the Treemap

1. Filter: you specify the period for which you want to view classified feedback.
2. Unique responses: indicates how much feedback has been classified for this period. 
3. Colors and shapes: these represent topics on which feedback has been given. The larger the shape, the more it’s being discussed. The color indicates whether it’s being spoken of positively or negatively. In this area, you’ll also find the number of completed surveys, NPS and Impact. Impact represents the percentage of responses out of the total responses. It will tell you a lot on how much impact this area has on the loyalty of the entire company. 

4. Subtopics: clicking on a colored shape will take you to a table with the subtopics being discussed. You will see the number of completed surveys, the NPS and the Impact. 

 5. Table: below you will find a list. In this list you can view the feedback given for the periods you have configured. You can read this table by topic or by subtopic. 

6. Feedback: reviewing feedback. 

7. Edit in Classification: you access the Classification menu to edit the classified feedback. 

8. Edit in CLF details: you enter the CLF Bucket where you can make adjustments. 

9. Assign this to: assign feedback to a user. You can also add tags to the feedback. 

 

The Quadrant Chart sorts topics based on frequency and NPS, highlighting the subjects with the most impact on the overall NPS. 

Watch the demo video: Introducing the Quadrant Chart 

When you hover over a topic with your mouse, the top bar updates with the NPS, the number of responses, and the segmentation of the score. This provides even more in-depth data at a glance. 

The Quadrant Chart features a playback mode. You can play data for a specific period and observe how topics have changed over time. Select a timeframe and see how the NPS and the number of responses have evolved compared to the preceding period. 

Select a classification group and click on a sub-label. Opt for the Scatterplot option. The Quadrant Chart uses the scatter plot to delve deep into that sub-label. It illustrates the trajectory it has taken over time and provides you with the opportunity to compare various sub-labels in a single chart. 

When you scroll down, you will find the written feedback at the bottom of the page. This feedback pertains to the sub-label you have selected. 

 

 

In the Callback Selector dashboard, you can filter feedback that still requires follow-up. Written feedback that has already been assigned, declined, closed or is on hold within the CLF module will not be displayed in this dashboard. 

Watch the demo video: Introducing the Callback Selector dashboard

1. Filter: you specify the period for which you want to create a dashboard. 
2. Feedback of random selection: displays a random selection of written feedback. 
3. Feedback including critical words: displays a selection of written feedback where customers use one or more critical words. I.e. Danger, Fire or Electrocution 
4. Feedback with the longest verbatim: displays the longest written feedback defined by text length. 
5. Feedback without verbatim: displays feedback without text. 

 

Dashboards 

You see an overview of all the dashboards that you have created yourself or those that have been shared with you. 

1. Edit: edit the dashboard. You can change the dashboard’s name and optionally add tags. Tags are characteristics or keywords added to dashboards to make them easy to find later. 
2. Delete: delete the dashboard. 
3. Copy: duplicate the dashboard. 
4. Share: share a dashboard. Your colleague will receive a notification in the top right corner that a new dashboard has been shared with them. They will also receive an email notification. By clicking on this dashboard, they can view it. Any changes you make to the dashboard will automatically be reflected in the shared dashboard with your colleague. A dashboard shared with you can only be viewed. If you want to make changes to a shared dashboard, copy it. You can make changes to the copied version. Don’t forget to share that dashboard again. 
5. Open: view the dashboard. You can review the information or add charts if needed. If you add a chart click Update to save the dashboard. 

Click Save Dashboard when you’re finished editing. 

 An example of how a dashboard might look: