Dashboard Metrics Explained

Completed responses divided by sends.

Use it to evaluate channel/timing/message effectiveness.

Volume signal for reputation output.

Use it with unanswered review queues to avoid focusing on volume alone.

Operational activity level.

High sends with flat responses usually means engagement friction.

Completed response volume.

Low sample sizes can make trend changes look larger than they are.

Transactional satisfaction indicator.

Loyalty/recommendation indicator.

Use CSAT + NPS together to avoid one-dimensional conclusions.

Many dashboard values include period-over-period change.

Interpret safely:

• compare periods of similar length
• validate with enough volume
• confirm with response comments before major decisions

The lower cards provide additional context:

• conversion outcomes from detractor pools
• CX management time and efficiency
• channel mix and callback workload context

These help distinguish true improvement from reporting artifacts.

• evaluating one metric in isolation
• ignoring location segmentation
• acting on one-week anomalies without confirmation

• Reports Overview
• Understanding Your Dashboard
• Goals Settings