Understanding Your Dashboard

The dashboard page is organized into sections:

1. Header filters: location and period range.
2. Alert buttons: fast links to high-priority queues.
3. Core metric cards: response rate, reviews generated, surveys sent, responses.
4. NPS and CSAT gauges: trend-oriented sentiment view.
5. Conversion and time cards: recovery and operational effort signals.
6. Summary/reviews/callbacks cards: supporting context and follow-up workload.

The two most important controls are at the top of the page.

Use this to isolate one location or view all locations together.

Use cases:

• Compare one underperforming site against global average
• Validate whether a recent process change improved scores
• Separate local staffing issues from system-wide issues

Use period filtering before drawing conclusions.

Best practice:

• Use Last 7 days for active operations
• Use Last 30 days for performance reviews
• Use Last 90 days for trend verification
• Use Custom ranges for before/after comparisons

If results look inconsistent, your range is often too small.

The four top cards are designed for rapid scan.

Shows completed responses divided by sends in the selected period.

Interpretation:

• Falling response rate usually indicates channel/timing/message issues
• Stable response rate with falling satisfaction suggests service quality issues

Tracks review output from your feedback and request workflows.

Interpretation:

• Strong review generation with low response quality can hide service friction
• Use alongside review sentiment and unanswered-review counts

Operational volume signal.

Interpretation:

• Rising sends without rising responses implies delivery or engagement problems
• Very low sends can make all other metrics noisy

Total completed responses.

Interpretation:

• More responses means more reliable trend judgment
• Low-volume periods can exaggerate good or bad swings

These two visual gauges are your sentiment compass.

Use CSAT to track transactional satisfaction.

Use NPS to track loyalty and recommendation intent.

How to read gauge movement:

• Confirm trend direction over at least 2-4 weeks
• Investigate any sharp drop immediately using the Responses page
• Pair score changes with comment themes before changing policy

When present, alert buttons appear near the top and route you directly to action queues:

• Dissatisfied Customers
• Unanswered Reviews
• Pending Actions
• SLA Violations

Recommended triage order:

1. SLA violations
2. Dissatisfied customers
3. Unanswered reviews
4. Pending actions

This order protects retention first, reputation second, throughput third.

The lower cards help you balance outcome vs effort.

Tracks recovered customers and conversion rate from detractor pools.

Use it to verify whether follow-up work is producing recoveries, not just activity.

Shows effort invested in callbacks/cases (hours, average time per case, efficiency).

Use it to answer:

• Are we improving outcomes with the same effort?
• Is team workload increasing faster than resolved volume?

Quick totals and channel mix context (email/SMS where applicable).

Provides review-level visibility that complements the Reviews page.

Shows callback workload assigned to the current user.

Use this card for same-day personal prioritization.

1. Check alerts.
2. Process highest-risk queues.
3. Review CSAT/NPS movement.
4. Confirm callback queue is under control.

1. Compare location performance using consistent date ranges.
2. Review response rate and channel mix.
3. Confirm conversion trends are improving, not just stable.
4. Escalate recurring negative themes.

1. Use Reports tabs for deeper analysis and exports.
2. Revisit thresholds in Goals settings.
3. Adjust send strategy based on measured results.

Check:

• Date range too narrow
• Location filter too restrictive
• Low sending volume in selected period

Check:

• Whether volume dropped (small samples move faster)
• Whether one location dominates the filtered period
• Whether a campaign or operational incident occurred

Dashboard is for fast monitoring.

For detailed exports and breakdowns, use Reports tabs (for example Sendings, Reviews, Employees, Advanced).

• Reports Overview
• Goals Settings
• Using Filters